Enterprise Customer Success Manager

About the company

vivenu is a fast-growing global technology company focused on live entertainment and event ticketing. It supports major names in sports, awards, education, and venues by turning ticketing into a strategic tool rather than just a transaction. With more than $65 million in funding and six offices around the world, the company provides a flexible, easy-to-use platform that helps organizers strengthen their brand, tap into data insights, and connect ticketing smoothly with their wider digital systems.

The business aims to improve how live events are sold, managed, and experienced, while helping customers drive stronger results through better tools and support.

Role overview

As an Enterprise Customer Success Manager, you will be responsible for guiding vivenu’s largest enterprise customers through onboarding, adoption, renewals, and long-term growth. The role is focused on building trusted relationships, supporting complex implementations, reducing churn risk, and helping customers get measurable value from the platform.

Key responsibilities

You will act as the main contact for a portfolio of high-value enterprise accounts, working closely with stakeholders across the customer organization. You will lead business reviews, strategy sessions, onboarding delivery, renewal conversations, and expansion discussions, while also ensuring customers are fully adopting the platform and using it effectively.

Additional information

This role is based in Düsseldorf, North Rhine-Westphalia, Germany and follows an onsite work arrangement. The company highlights its mission-driven culture, sustainable growth, global team, and commitment to inclusion. It also notes that AI tools may be used to assist parts of the hiring process, such as application review or response analysis, but final decisions remain with humans.

Responsibilities

• Manage a portfolio of large, complex enterprise customers such as sports teams, venues, and live event operators.
• Serve as the primary relationship owner and build strong connections across multiple customer stakeholders, including Box Office Managers, Sales, Service Marketing, and executive leadership.
• Run business reviews and strategy workshops to strengthen engagement and align on goals.
• Own renewal planning and help secure long-term partnerships by aligning customer objectives with vivenu’s roadmap.
• Support expansion opportunities by demonstrating clear return on investment and business impact.
• Lead onboarding and delivery in coordination with Customer Experience specialists and/or external implementation partners.
• Manage tasks, issues, timelines, and risks throughout implementation to support a successful go-live.
• Ensure a smooth first event launch, including both online and on-site needs such as point of sale, payments, and scanning.
• Track KPIs and adoption trends to monitor account health and spot risk early.
• Identify churn signals and create practical action plans to improve adoption and customer satisfaction.
• Share structured customer feedback internally to help shape product development.
• Run adoption workshops, product trainings, and roadmap briefings for customer teams.
• Advise customers on revenue optimization, customer data strategy, online sales growth, upsells, and fan experience improvements.

Requirements

• At least 5 years of experience in Customer Success, Account Management, or Consulting with enterprise-level accounts.
• Strong knowledge of the sports and live events sector.
• Understanding of on-site event operations, including POS, scanning, and payments, as well as the digital fan journey.
• Proven ability to work with senior stakeholders and gain credibility with executives and ownership groups.
• Experience managing complex projects, delivery schedules, system migrations, and high-pressure on-sale timelines.
• Data-driven approach to measuring performance, identifying risks, and linking platform usage to revenue outcomes.
• Ability to quickly learn complex product functionality and explain it clearly to non-technical teams.

Why join vivenu

You will work on a mission-critical product used by global brands and major live entertainment organizations. The company emphasizes sustainable growth, a strong and diverse team, international collaboration, and a fast-moving environment where learning and impact are highly valued.

Inclusion statement

vivenu says it values diverse perspectives and is committed to creating an environment where people feel empowered to contribute, develop, and succeed while helping shape the future of live entertainment worldwide.

Hiring process note

AI-based tools may support parts of the recruitment workflow, including resume review and response analysis, but they do not replace human judgment. Final hiring decisions are made by people.