THE COMPANY

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 mo

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 gro

THE ROLE

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.

RESPONSIBILITIES

• 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