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About TixrTixr is the world's largest, fastest-growing privately-held primary ticketing and live event commerce marketplace, headquartered in Santa Monica, CA. Born from a fan-focused frame of mind, our technology empowers large-scale events, music venues, and sports properties with modern, innovative solutions to their highly complex ticketing and e-commerce needs. Our unified commerce platform supports all types of events — from festivals to global arena tours — with an almost limitless suite of commerce offerings beyond admission tickets.We are a founder-owned and led company with staff throughout the US, Canada, and UK, exclusively powering 500 of the most respected live entertainment brands in 40 countries — including Riot Fest, Acura Grand Prix of Long Beach, San Jose Earthquakes, Houston Dynamo, Sturgis Buffalo Chip, Lightning in a Bottle, and many more.About Tixr Client ExperienceAt Tixr, we are redefining ticketing and event management from interface to business model — providing powerful tools to maximize event promotion and revenue while making it faster and more enjoyable for audiences to purchase tickets. Our Client Experience team serves tastemaker clients worldwide and the largest event producers across several key industry verticals.The OpportunityAs a Client Experience Manager (CEM), you will serve as the day-to-day contact for clients, ensuring they achieve their goals with our platform and services. You will work closely with the Director of Accounts and Technical Solutions Managers (TSMs) to deliver a seamless and exceptional client experience. Your focus will be on managing the operational needs of client accounts, fostering long-term relationships, driving platform adoption, and identifying opportunities for account growth.Key ResponsibilitiesClient success and relationship buildingBuild and maintain strong, trusted relationships with clients, serving as their advocate within the company.Proactively communicate with clients to understand their goals, challenges, and upcoming initiatives.Monitor client engagement and platform usage to identify opportunities for improved adoption, satisfaction, and account growth.Identify and pursue upsell and expansion opportunities where they align with client goals.Day-to-day client managementAct as the primary point of contact for assigned client accounts, managing their daily needs and inquiries.Monitor and resolve client tickets promptly and effectively, ensuring a high standard of service.Build client events as necessary on the Tixr platform.Own coordination across internal teams to ensure client needs and goals are met on time.Partner with Technical Solutions Managers to deliver new feature demos, resolve complex technical challenges, develop workarounds for unique client situations, and conduct client build audits.Engage with the Director of Accounts on issue escalation, strategic guidance, complex financial or reporting needs, and account-level risk mitigation.Collaboration with internal teamsPartner with Technical Solutions Managers to resolve product-specific, onsite, or technical challenges for clients.Partner with Client Onboarding Lead to ensure clients are onboarded effectively, trained on platform use, and set up for long-term success.Provide the Director of Accounts with regular insight into the health and status of client relationships.Escalate complex issues to the appropriate internal teams and ensure timely resolution.Share client feedback with Technical Solutions Managers and Support teams to help enhance platform functionality and the overall client experience.Operational ExcellenceManage client projects, timelines, event builds, and deliverables, ensuring all commitments are met.Maintain clear and organized client records in Notion and HubSpot, documenting interactions and updates.Identify and implement process improvements to optimize client success workflows.Qualifications Required5+ years in client success, account management, or similar roles within ticketing, festivals, venues, or SAASExcellent communication, negotiation, and presentation skillsStrong problem-solving and analytical skills with high attention to detailStrong organizational skills and the ability to deliver a high level of customer serviceHigh ethical standards with a commitment to transparent and fair client interactionsOpen to feedback, adaptable, and committed to continuous learningA bachelor's degree in business or a related fieldAbility to travel up to 20% of the time and to work on weekends as neededPreferredProficiency in HubSpot, Notion, Slack, and Google AppsExperience building and managing events, reporting, and digital marketing within a primary event ticketing platformThe ideal candidate is a self-starter with a creative problem-solving mindset, a genuine curiosity for asking questions, and a strong commitment to professionalism.The PerksSalary Range: $75,000 - $85,000 / Year + Bonus + Equity100% Remote Okay with Hybrid OptionalPaid Health benefitsDental, Vision, Life PlansFlexible Vacation401k (50% Match up to 3%)Education StipendPaid Holidays & Birthdays OffParental LeaveTicket Hookups!
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