Customer Success Senior Manager
1 day ago
Brighton
Our vision is to enable our event industry customers to take control of their ticket distribution and massively engage their audience. SecuTix is a leading provider of a SaaS Ticketing & Engagement platform. S-360, S-MOBILE, and S-Pay are innovative products and platforms providing business critical solutions to the Sports, Entertainment and Cultural Sectors. Our mission is to be the global leader in SaaS solutions serving these sectors. In this role Being a Cloud Computing company, SecuTix understands the importance of Customer Success. That is why, as we are growing our customer portfolio, SecuTix is now expanding our Customer Success team. This team works alongside our Product, Professional Services, Sales and Services teams to help customers achieve even higher levels of success. We are looking for a Customer Success Senior Manager based in London to lead the UK & Ireland team. Mission and responsibilities Within the UK & Ireland market you will be responsible for: • Leading the team to provide strategic guidance to SecuTix customers to increase the value they get from the SecuTix platform by ensuring customer needs and expectations are met, and helping our customers get the most of our solution to grow their business, • Leading Retention & Upselling. Responsibility for managing contract renewals and achieving sales targets for existing accounts by identifying opportunities and demonstrating the value of SecuTix additional services and products, • Leading the UK based Support team who concentrate on helping customers understand ‘how to’ technically best use the platform, • Build and maintain strong senior-level relationships across customer accounts to identify opportunities, understand strategic goals, and proactively address challenges, • Lead and secure renewal cycles for key accounts, ensuring high retention and predictable revenue, • Develop, maintain, and deliver account plans for key clients, ensuring alignment on goals, value, and success metrics, • Monitor and evaluate platform adoption and health across the customer base to drive value realization, • Provide best-practice guidance on S-360 usage, release management, and operational optimisation, • Develop and lead a high performing team capable of implementing the Customer Success strategy, • A stimulating and professional working environment in a dynamic team with extensive expertise, • Exciting projects using the latest technologies, • Flat organisational hierarchies and cross-functional teamwork, • Close contact with customers in a creative industry, • Strong leadership capabilities, with the ability to shape, manage, and inspire a high-performance culture, • Proven success working cross-functionally with Product, Support, Sales, and Marketing teams to drive customer outcomes, • Proven ability to build deep, long-term customer relationships and act as a trusted strategic advisor, • Relentless customer-first mindset, serving as the customer’s voice within the organisation., • Ability to deliver value across the full customer lifecycle, including onboarding, adoption, renewal, and expansion, • Excellent communication skills, including the ability to translate complex concepts into clear, compelling messages for diverse audiences, • Strong analytical mindset with the ability to interpret customer data (usage metrics, adoption trends, requirements) to drive decisions and platform adoption., • Ability to navigate data, systems, and organisational structures to identify solutions and unlock customer value., • Excellent time-management skills, capable of managing multiple accounts, priorities, and deadlines simultaneously., • At least 10 years proven work experience as a Customer Success Manager in an IT service company, • Hands on experience with SaaS ticketing and/or a CRM/Marketing Cloud solutions