B2B Customer Success Manager

About Us

Automatiq is the leading all-in-one software platform in the live event ticketing world, serving resellers of all sizes. Our technology suite streamlines the entire ticket resale process, from effortlessly listing tickets on multiple exchanges to dynamically adjusting prices based on market shifts, and even ensuring tickets reach event-goers promptly. 

We are data-driven and customer-obsessed as we work to solve interesting and complicated challenges in a fast-growing global market. We are equally relentless in maximizing our team’s career goals and aspirations by building a company of people who share the same drive and passion. If you are looking for a culture based on great people, technical excellence, and continued growth — where your contributions and ideas really do make a difference — come join us at Automatiq!

About the Role

Automatiq is seeking a highly experienced Customer Success Manager (CSM) to join our team as the founding member of the Customer Success department for our new line of B2B products. The ideal candidate will have a deep understanding of the customer success playbook, a strong technical background, and a proven track record of building and implementing efficient customer success operations and processes.

• End-to-End Customer Relationship Management: Own the customer journey from initial onboarding, guiding new customers through technical API implementation, to contract signing and ongoing account health management. 
• API Documentation: Create and maintain comprehensive API documentation (integration processes, technical specifications, etc) for internal and external stakeholders.
• Technical Support: Provide technical support and assistance to clients, partners, and internal teams during integration implementations and troubleshooting efforts.
• Customer Onboarding: Lead the onboarding process for new clients, ensuring a seamless integration of Automatiq’s solutions with their systems.
• Account Management: Develop and maintain strong, long-term relationships with key stakeholders, serving as the main point of contact for all account-related matters.
• Customer Health Monitoring: Proactively monitor and assess customer health, identifying and addressing any potential issues to ensure customer satisfaction and retention.
• Vision and Strategy: Create and execute a comprehensive vision for the Customer Success department at Automatiq, including defining success metrics and implementing best practices.
• Process Development: Build and implement efficient customer success operations and processes to streamline workflows and improve overall customer experience.
• Customer Advocacy: Act as the voice of the customer within the company, providing feedback to internal teams to drive continuous improvement in our products and services.
• Renewals and Upsells: Drive customer renewals and identify opportunities for upselling additional products and services.
• Team Leadership: As the founding member of the Customer Success department, you will play a crucial role in building and leading a high-performing team in the future. This is currently an individual contributor role, but will likely expand to people management down the line.

• 7+ years of experience as a Customer Success Manager, Customer Experience Manager, and/or Technical Account Manager.
• Proven experience in building and implementing efficient customer success operations and processes.
• Previous experience managing and growing teams
• Strong technical background with the ability to understand and guide customers through API implementations and troubleshooting.
• Deep understanding of customer success best practices and the customer success playbook.
• Excellent communication, interpersonal, and relationship-building skills.
• Ability to work independently and take initiative in a fast-paced, dynamic environment.
• Strong problem-solving skills and a proactive approach to customer success.

Automatiq is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.