vivenu

(Senior) Commercial Customer Success Manager

vivenu • $90K — $110K *
Tampa, FL 33647In-Person
Business Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Proven ability to build and maintain relationships with diverse stakeholders including executive leadership.
  • Experience managing a customer portfolio while effectively prioritizing needs and resources.
  • Ability to create actionable success plans using CRM insights and industry trends.
  • Confidence in facilitating workshops and conducting executive-level business reviews tailored to audience needs.
  • Detail-oriented with hands-on engagement in platform configuration for optimal value realization.
  • Technical fluency to explain features and integrations to both technical and non-technical stakeholders.
  • Solution-oriented mindset for navigating complex customer challenges.
  • Deep understanding of Customer Success methodologies focused on retention and value realization.
  • 3+ years in Software Customer Success or related roles in the event ticketing or live event industry.

Responsibilities

  • Proactively manage customer portfolios with tailored success plans aligning with their strategic goals.
  • Guide customers through a smooth onboarding process for early value realization.
  • Build long-term partnerships through workshops and regular business reviews.
  • Advise on user experience improvement, revenue growth, and operational process optimization.
  • Monitor KPIs and usage data to identify risks and implement solutions.
  • Initiate customer relationship development to secure renewals and expand contracts.
  • Gather feedback from customers to inform product and service improvements.
  • Deliver ongoing training and enablement on new features and platform updates.

Benefits

  • Opportunities for professional development and career growth.
  • Access to internal programs such as vivenu Labs and the Ambassadors Program.
  • Comprehensive training and onboarding to ensure team success.
  • Supportive work culture focused on relationship-building and collaboration.
Full Job Description
In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen.

As a (Senior) Commercial Customer Success Manager your responsibilities will include:
    • Customer Success as a Strategic Priority: Proactively manage your customer portfolio and develop tailored success plans that align your customers' strategic goals with the capabilities of the vivenu platform.
    • Onboarding & First Value Realization: Guide your customers through a smooth and structured implementation. Ensure that the value of the platform becomes tangible and measurable early on.
    • Relationship Management at Eye Level: Build long-term partnerships with key stakeholders and strengthen them through workshops, regular business reviews, and initiatives such as vivenu Labs or the Ambassadors Program.
    • Growth & Expansion Advisory: Help your customers improve user experience, drive revenue growth, and optimize operational processes.
    • Customer Health Monitoring: Monitor relevant KPIs and usage data to identify risks early and implement data-driven actions to strengthen the relationship.
    • Renewal Management with Vision: Act early to develop the customer relationship further and secure contract renewals and potential expansions.
    • Voice of the Customer: Collect constructive feedback and share it with internal teams to help improve our product, services, and internal structures.
    • Enablement & Product Training: Keep customers up to date with new features and platform developments. Plan and deliver training to ensure adoption and long-term value.

What you will need to succeed in this role:
    • Stakeholder Relationship Management: Proven ability to build and maintain strong relationships with a wide range of stakeholders - including ticketing managers, digital and IT teams, and executive leadership.
    • Portfolio Management & Prioritization: Experience managing a customer portfolio, with the ability to effectively prioritize time and resources based on customer needs, goals, and KPIs.
    • Strategic Success Planning: Skills in creating actionable success plans based on customer discovery, CRM insights, real-time usage data, and relevant industry trends.
    • Effective Communication Across Formats: Confidence in facilitating workshops, delivering product demos, and conducting executive-level business reviews - with messaging tailored to each audience.
    • Hands-On Product Engagement: A detail-oriented approach with a willingness to engage directly in platform configuration to ensure optimal setup and value realization.
    • Technical Fluency: Ability to clearly explain technical concepts - such as security features, APIs, and payment integrations - in a way that's accessible to both technical and non-technical stakeholders.
    • Proactive Problem Solving: A solution-oriented mindset, especially when navigating complex customer situations or technical challenges.
    • Customer Success Expertise: Deep understanding of Customer Success frameworks and methodologies, including value realization and long-term retention strategies.
    • Professional Experience: 3+ years of experience in one or more of the following areas: Software Customer Success, the event ticketing or live event industry, or change management roles.

About vivenu

Vivendi SE is a French mass media holding company headquartered in Paris. Widely known as the owner of Gameloft, Groupe Canal+, Havas, Editis, Prisma Media, Vivendi Village and Dailymotion, the company has activities in television, film, video game, book publishing, print press, communication, tickets and video hosting services. Bolloré is the largest shareholder at approximately 30% of the company. Vivendi's chairman Yannick Bolloré is also CEO of Havas, which was spun-off from Vivendi in 2000 but has since become a subsidiary.
Learn more about vivenu
Industry
Enterprise Technology
* Ladders Estimates

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