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2 months ago
Requirements and responsibilities
Company OverviewTeak is building better experiences for people attending live events and booking travel. Our easy-to-embed, full-service solutions enable businesses in live events, sports, endurance racing, bookings, and destinations to increase revenue while offering consumers greater flexibility and confidence at checkout. We have served over 12 million consumers and surpassed $1 billion in experiences enhanced through our platform. Our business is growing quickly and is profitable. We’re a fully remote, fast-moving, high-impact team that thrives on solving hard problems. Every role here is mission-critical, and every person has the opportunity to shape the future of our company.Role SummaryTeak is seeking a strategic and relationship-driven Senior Customer Success Manager to lead a portfolio of high-value customer accounts across ticketing, registrations, bookings, and live events. This role is responsible for ensuring customers are successfully activated, retained, continuously realizing measurable value, and achieving long-term growth through partnership with Teak.You will act as a trusted advisor and strategic partner to executive stakeholders, driving adoption, optimization, and commercial outcomes. You’ll lead strategic success planning, influence cross-functional initiatives, and help shape how Teak delivers success at scale. This is a high-impact, senior role suited for a consultative CSM who thrives at the intersection of strategy, relationships, and execution excellence.Core ResponsibilitiesCustomer Activation & Value Attainment: Oversee activation plans for complex enterprise accounts; ensure measurable outcomes and time-to-value.Customer Retention & Expansion: Own retention strategy and partner with Sales to identify and advance expansion opportunities.Optimization Facilitation: Lead business reviews leveraging performance data; collaborate with CX, Optimization and Product teams to drive impact.Customer Renewals: Forecast and manage renewals for assigned portfolio; proactively mitigate risk and strengthen long-term partnerships.Customer Health: Monitor health metrics, conduct executive check-ins, and implement improvement plans.Coverage & QBRs: Ensure multi-threaded coverage; lead structured QBRs that reinforce alignment and ROI.Cross-Functional Leadership: Influence internal stakeholders (Product, Sales, Finance, Enablement) with actionable insights and advocacy.Success Metrics / KPIsActivation & Time-To-Value: Enterprise customers activated per plan and achieving value milestonesRetention & Satisfaction: Gross & Net Revenue Retention, Renewal Rate, and NPS improvementOptimization Facilitation: Regular, data-driven recommendations introduced, supported and adopted in partnership with the Optimization teamStrategic Coverage: 100% of accounts with executive + operational engagementExpansion Influence: Documented expansion opportunities surfaced and advanced with SalesInternal Leadership: Consistent, high-impact voice-of-customer feedback to Product & LeadershipRole Requirements8+ years in Customer Success, Account Management, or Strategic Partnerships, ideally in SaaS, payments, ticketing, or registration platformsProven success managing enterprise or strategic portfolios with complex commercial and operational requirementsDeep understanding of customer lifecycle strategy - from activation to expansion — with measurable resultsStrong executive presence; skilled at facilitating strategic reviews, interactive sessions, and executive communicationsExperience collaborating with cross-functional teams to influence go-to-market prioritiesAnalytical and data-driven, able to translate insights into business recommendations.Comfortable identifying expansion signals and collaborating with Sales to grow strategic accounts.Familiarity with frameworks such as Miller Heiman LAMP is a bonusHigh degree of ownership, resourcefulness, and composure in a fast-growth, evolving environment.This is a remote position. Travel to Teak Hubs in Phoenix, San Francisco, Denver, Los Angeles, Austin, or Chicago may be required.Why Join Teak?Fully Remote Working EnvironmentCompetitive Salary and Equity OpportunitiesUnlimited Paid Time-offMedical, Dental, and Vision BenefitsAnnual Bonus Program401k Matching$100/month for Event Ticket PurchaseCompany-Sponsored EventsTravelThis is a remote position. Travel to Teak Hubs in Phoenix, San Francisco, Denver, Los Angeles, Austin, or Chicago may be required.
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