Customer Success Manager- North America

zkipster is the guest list management software for live, virtual, and hybrid events. Galas, premieres, fundraisers, product launches, conferences, and corporate events are powered by zkipster every day. Since launching in 2009, zkipster has been used to organize and check in over 12 million guests across more than 100 countries. The friendly zkipster team of event, design, and tech influencers operates globally with bases in North America, Europe, and Asia, together united around one goal: helping create the perfect guest experience.

We are looking for a highly motivated Customer Success Manager - North America, based out of Los Angeles, although working a hybrid schedule, partly from our co-working office. Reporting to the Head of Customer Success as part of a team of CSMs in other regions, and working closely with the Regional Head of Client Relations and the cross-functional team in your region, your primary responsibility will be driving long term client retention, loyalty and seeking expansion opportunities. In this exciting role, you’ll have a strong focus on improving the client experience and deepening engagement, seeking to provide value in every interaction as the regional product expert and improve upon areas of dissatisfaction. You will be creatively minded to figure out ways to achieve goals within a small yet mighty company and be a strong team player. You’ll be comfortable collaborating with team members across time zones and possess immaculate verbal and written communication skills to converse with contacts at all levels. Ultimately, you will understand what it takes to manage client relationships in industries such as Fine Art, Fashion, Media & Entertainment for a leading software powering some of the world’s best events!

You’ll be joining an equally passionate and talented team, based around the world, with big plans to take zkipster to the next level in the special events space. In return, expect a healthy company culture, career development, exposure to the world’s biggest Entertainment, Arts, Sports and Luxury brands and events, a flexible working environment and lots more! Some travel will be required with expenses covered. We’re a remote team so we split time between working from home or from our co-working offices with worldwide locations.

Responsibilities

Act as the strategic and supportive partner to clients with an active subscription, working closely with the Regional Head of Client Relations, to drive feature adoption, best practice and ultimately retention and satisfaction Execute and own the onboarding process for clients in your region, focusing on product implementation to help them receive value quicklyConduct feature demos, address customer issues and specific trainings as required to drive additional value through deeper feature adoptionMonitor product milestonesIdentify at-risk accounts and executing plans to mitigate churn Engage with clients via strategic or tactical campaigns to constantly qualify, cultivate and handover upsell opportunities to Regional Head of Client RelationsManage the renewal process for relevant accounts in conjunction with the Regional Head of Client RelationsWork within the zkipster Customer Success platform, Planhat, to conduct periodic health checks and monitor NPS across accounts and manage your client portfolio activitiesGather client sentiment and product feedback. Provide feedback during product specification, design and staging. Identify and cultivate advocates, customer loyalists and positive reviews among customer baseLiaise with other functions in your region, Sales & Account Management and Support to input into and improve the overall happiness of customers in the regionAd hoc duties within the region and the Customer Success team as needed

Your Profile

2 years of experience in customer success or related client-facing roles in mid-size and/or start-up companies. A passion for the events industry with knowledge or experience of what it takes to effectively host immaculate luxury or special events with the intricacies of hosting clients for business purposesProven record of achieving customer retention & growth goals You have a passion for customer success, are proactive and biased towards taking actions You can easily communicate clearly with clients, in person, and over web conference, to create strategies that grow revenue and satisfactionAbility to project a professional image, communicate concepts and resolve issues at a level appropriate to the audienceYou’re happy working with a busy day to day, across multiple time zones, and are adept at juggling multiple priorities at a timeExperience with using cloud-based tools for work, comfortable with technology like Planhat, Salesforce & Intercom, and the ability to have technical conversations with different stakeholdersCreative thinker, able to bring event examples to life to explain zkipsterʼs valueStrong team player with client-centric and high quality focused attitude; working with international teams is a plusHighly organized, creative, diligent, and innovative thinker happy working remotely or independentlyOpen minded and adaptable to work in the environment of a fast evolving businessPrevious event management is a plus