At TixTrack, we support our clients by creating superior ticketing solutions for performing arts, cultural institutions, attractions and immersive experiences through a combination of modern technology, beautifully simple design, and the art of listening.
Founded in Los Angeles, we are a small, but growing team of hardworking, highly motivated individuals. We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.
With a presence across both the US and international markets such as the UK and New Zealand, we are anticipating robust growth in 2025.
Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we “role”.
About The Role
The Director, Customer Success (Ticketure) is a strategic and supportive partner for our customers at every stage of the buying process. This role is responsible for proactively partnering with our customers and establishing positive customer experiences with the TixTrack organization and solutions while focusing on the long-term success and adoption of our solutions by our customers. This position ensures long-term client retention by executing recurring meetings with key customers, understanding the customer’s business, and their product needs, tracking important timings for each customer, and ensuring the customer is leveraging our solutions to their fullest. The Director, Customer Success serves as a product expert on how our solutions work and utilizes strong organizational skills and analytical thinking to manage key customer requests. This position reports directly to the VP, Product Management & Customer Success (Ticketure).
This position is full-time and fully remote. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid in-office work.
About You
- You excel in structuring processes and demonstrate a deep understanding of customer needs, ensuring their success and satisfaction.
- You possess the ability to develop and implement effective customer success strategies, quickly learning and adjusting to dynamic, fast-paced environments.
- You have a high level of technology awareness, capable of discussing complex technical topics such as networks, APIs, and technical integrations, facilitating seamless communication between customers and technical teams.
- You bring a deep understanding of customer experience and service, preferably within the ticketing industry, enabling you to address industry-specific challenges effectively.
What You'll Do
- Establish a meeting cadence with key clients to ensure proper satisfaction and understanding of our solutions, review any new features as they are released, and understand any challenges being faced with Ticketure.
- Review and take ownership of key customer escalations and concerns while seeking to improve all aspects of the customer experience with the company.
- Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best solutions for their needs.
- Responsible for all client-facing communications generated as a collaboration with product development and support departments ensuring customers stay up to date on all things Ticketure.
- Work with other departments to help with client-facing documentation in Help Center/Knowledge Base.
- Plan and execute client events such as webinars, roundtables, and conferences.
- Work with our implementation team to manage assigned customers through the transition to Ticketure and continued use of the solution.
- Optimize existing processes within the company and actively enhance all Customer Success initiatives. Ensure CRMs are up to date for all assigned clients.
- Work with key stakeholders on bringing the voice of the customer into the Ticketure product roadmap.
- Ensure information from key clients is being communicated to the appropriate group and action is being taken by collaborating with the Ticketure Development and Ticketing Services teams.
- Help clients get the most out of Ticketure, including integrated product offerings such as CRM, reporting, etc., with the proven capabilities to demonstrate these capabilities to the client if needed.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.
What You'll Bring
Minimum Requirements
- Bachelor’s degree in Business, Communication, or related field.
- Five or more years of experience supporting ticketing products either at a ticketing provider or as someone using a ticketing product.
- Exceptional ability to communicate and foster positive business relationships.
- Experience analyzing and optimizing the application of a ticketing product either in a Customer Success department or within a ticketing user.
- Deep understanding of customer's concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
- Strong knowledge of customer experience and service (preferably in the Ticketing industry)
- High level of technology awareness and the capability to discuss more complex technical topics such as networks, APIs, and technical integrations
Essential Skills
- Strong oral and written communication skills.
- Ability to work independently and manage multiple projects and deadlines.
- Possess strong analytical, decision-making, and creative problem-solving skills.
- Strong attention to detail.
- Ability to operate in a fast-paced, priority-changing environment.
- Excellent organizational, leadership, and time management skills.
- Effective communication and management skills.
- Capability to understand and communicate technical concepts
Tools You’ll Use
- Ticketing Products
- Google Suite
- Hubspot
- Slack
- Zendesk (Support and Guide)
- Business Intelligence products
What We Value
Find Harmony - We confidently manage our work priorities and feel comfortable taking time to enjoy life outside of work.
Have a Clear View - We are transparent and honest, understand our roles, and know how we contribute.
Be a Fan - We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.
Welcome All - We are a diverse group of employees that come together as a team, without ego, and do great work.
Perform at Your Best – We are committed to our customers success, always willing to listen and improve, to ensure our products exceed expectations.
Our Commitment to Diversity
TixTrack is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.
We are focused on building a culture that acknowledges and values diversity, equity, and inclusion.
What We Offer
- Base annual salary range of $110,000 - $140,000, commensurate with experience.
- Annual bonus based on performance and company success
- 100% paid medical, dental and vision benefits for employee and dependents
- Company-paid life insurance
- Traditional and Roth 401k plans
- Paid parental leave
- Volunteer days off
- Working abroad opportunities
- Learning & development opportunities with company reimbursement for eligible educational expenses
- Flexible scheduling
- Generous PTO and holiday schedule
- Remote work environment
California Applicants: CCPA/CPRA Notice
Our team is here to support you throughout the hiring process with reasonable accommodations. We strive to provide an unbiased and equitable interview experience for all applicants. If you need assistance applying for a role due to a disability or special need, please let us know by emailing accommodations@tixtrack.com.
