Our client is Canada’s next generation event management platform offering event organizers a mobile-first, all-in-one solution for event ticketing, access control, cashless payments, and guest engagement. Our client is the backbone platform for some of the world’s largest festivals and events including Comic-Con, Boots and Hearts, Sommo Festival, NASCAR Canada, and more.
We’re looking for a strategic, detail-oriented Customer Success Manager who’s passionate about live events and the technology that powers them. In this role, you’ll be the bridge between our clients, their guests, and their product — leading onboarding, delivering training, managing guest support, solving problems, and shaping processes that scale. You’ll work cross-functionally to ensure every client and end-user has a seamless, supported experience from implementation to event day and beyond. If you thrive in fast-paced environments, love building systems from the ground up, and are equally comfortable supporting clients, guests, and collaborating internally, we’d love to meet you.
Serve as a product expert for clients, internal teams, and stakeholders
Develop and maintain client and guest-facing resources including documentation, onboarding materials, and tutorial videos
Support clients on-site at events as front-of-house lead, acting as both a strategic partner and operational problem-solver
Build and deliver engaging live video training sessions for clients, guests, and internal users
Implement and manage support systems (e.g., ticketing platforms, help centers, chatbots), and improve support workflows for scale and quality
Respond to guest support inquiries via email and chat, with clarity, empathy, and speed
Monitor and analyze support metrics, producing actionable insights and reports for leadership
Build and maintain ticketed events for clients
Partner with the product team to translate user feedback into features, fixes, and roadmap priorities
Help scale internal operations and processes to support a growing client base across all stages of the customer lifecycle
Qualifications
5 years in customer success, support, or account management
3+ years in live events, with ticketing and box office experience strongly preferred
Familiarity with tools like Zendesk, HubSpot, or similar; experience with automation, knowledge bases, and chatbot systems
Strong written and verbal communication skills with the ability to explain technical solutions in human terms
Ability to develop and deliver tailored presentations and training sessions to a variety of stakeholders
Experience with basic photo/video editing tools to support training and help resources
Strong organizational skills and a love for structure and process
Critical thinker and self-starter with a proven ability to take initiative, learn, and adapt quickly
Resourceful, persistent, and proactive—comfortable juggling multiple priorities in a fast-paced, ever-changing environment
Team-oriented and collaborative, with a strong sense of ownership and follow-through
Willingness to travel and work on-site at live events
A good human—positive, curious, humble, and driven to grow