Client Success Manager

About the role

SeatGeek is seeking a Client Success Manager to join their growing team based in New York. This position centers on cultivating lasting partnerships with clients and ensuring they derive maximum value from the SeatGeek platform. The manager will act as a strategic advisor, walking clients through initial setup and long-term optimization of their ticketing operations. They will coordinate across departments to resolve challenges, uncover growth opportunities, and champion the needs of clients at every stage of the relationship. Success in this role means proactively identifying client needs and translating them into actionable plans that drive measurable outcomes.

Key facts

What you'll do

• Establish trusted, long-term relationships with assigned client accounts by engaging with multiple stakeholders at each organization.
• Design and execute customized onboarding workflows that accelerate platform adoption and reduce time-to-value for new clients.
• Track client health indicators and usage patterns to flag potential risks before they escalate into account losses.
• Partner with product and engineering teams to gather client feedback and communicate feature requests through proper channels.
• Facilitate quarterly business reviews that measure progress against defined success metrics and identify areas for improvement.
• Deliver hands-on training sessions and educational resources that help clients unlock advanced platform features and capabilities.
• Uncover expansion opportunities within existing accounts by identifying unmet needs and aligning SeatGeek solutions to those gaps.
• Maintain thorough records of all client interactions, outcomes, and action items in the designated customer relationship system.
• Work alongside the sales organization during renewal periods to ensure continuity and address any outstanding client concerns.
• Serve as the internal advocate for client perspectives, influencing product roadmap discussions and prioritization decisions at SeatGeek.
• Build tailored reporting dashboards and performance summaries that give clients clear visibility into their key metrics.
• Diagnose and resolve client-reported issues, escalating complex technical problems to the appropriate specialized internal teams promptly.

Requirements

• Bachelor's degree in business administration, communications, or a related discipline from a four-year accredited institution.
• A minimum of three years of professional experience in client success, account management, or customer success roles.
• Demonstrated track record of managing a portfolio of at least fifteen active client accounts at any given time.
• Exceptional written and verbal communication abilities with confidence presenting to senior leadership and executive-level stakeholders.
• Hands-on experience with SaaS products or technology platforms in a consultative, relationship-driven sales or success capacity.
• Working proficiency with CRM platforms such as Salesforce or HubSpot to log and track client interactions systematically.
• Willingness to travel on a periodic basis for in-person client meetings, conferences, and industry networking events.
• Strong organizational skills and the ability to manage competing priorities effectively in a dynamic, fast-paced work environment.

Nice to have

• Previous experience in the ticketing, live events, or entertainment technology industry would be a valuable asset.
• Familiarity with data analytics and reporting tools that allow interpretation of client performance and usage trends.
• Background in consultative selling, renewals management, or expansion strategy within a B2B software organization.
• Prior exposure to SeatGeek's ticketing platform and ecosystem would provide a meaningful head start in this role.

Skills & tools

• Customer relationship management systems including Salesforce, HubSpot, and Gainsight for tracking account health and interactions.
• Data visualization and business intelligence platforms such as Tableau, Looker, or Google Data Studio for reporting.
• Project management applications like Asana, Monday.com, or Jira to organize and monitor client-facing initiatives.
• Presentation and collaboration suites including PowerPoint, Google Workspace, and Slack for internal and external communication.
• Survey and feedback collection tools such as SurveyMonkey or Typeform to gather structured client input regularly.
• Video conferencing and webinar platforms including Zoom and Microsoft Teams for remote client engagement and meetings.

Practical notes

• This position is headquartered at SeatGeek's New York office with a hybrid schedule combining in-office and remote work.
• The Client Success Manager will report directly to the Director of Client Success within the organization's structure.
• Semi-annual performance reviews are conducted with clear pathways for career advancement and professional development.
• A structured onboarding program spanning approximately four weeks supports new hires in getting up to speed.
• The team operates on Eastern Time, with occasional evening calls scheduled for clients in other time zones.
• SeatGeek provides a comprehensive benefits package that includes health insurance, retirement contributions, and generous paid time off.