Client Experience Manager

Tixr's on a mission to transform the ticket buying experience with a modern approach to a legacy business. Born from a fan-focused frame of mind, we empower large-scale events, music venues, and sports properties with modern, innovative solutions to their highly-complex ticketing and e-commerce needs. Our unified commerce platform is built for big, supporting all types of events, from festivals to global arena tours, and an almost limitless suite of commerce offer

As a Client Experience Manager (CEM), you will serve as the day-to-day contact for clients, ensuring they achieve their goals with our platform and services. You will work closely with the Director of Accounts and Technical Solutions Managers (TSMs) to deliver a seamless and exceptional client experience. Your focus will be on managing the operational needs of client accounts, fostering long-term relationships, driving platform adoption, and identifying opportunities for account growth.

Client success and relationship building

• Build and maintain strong, trusted relationships with clients, serving as their advocate within the company.
• Proactively communicate with clients to understand their goals, challenges, and upcoming initiatives.
• Monitor client engagement and platform usage to identify opportunities for improved adoption, satisfaction, and account growth.
• Identify and pursue upsell and expansion opportunities where they align with client goals.

Day-to-day client management

• Act as the primary point of contact for assigned client accounts, managing their daily needs and inquiries.
• Monitor and resolve client tickets promptly and effectively, ensuring a high standard of service.
• Build client events as necessary on the Tixr platform.
• Own coordination across internal teams to ensure client needs and goals are met on time.
• Partner with Technical Solutions Managers to deliver new feature demos, resolve complex technical challenges, develop workarounds for unique client situations, and conduct client build audits.
• Engage with the Director of Accounts on issue escalation, strategic guidance, complex financial or reporting needs, and account-level risk mitigation.

Collaboration with internal teams

• Partner with Technical Solutions Managers to resolve product-specific, onsite, or technical challenges for clients.
• Partner with Client Onboarding Lead to ensure clients are onboarded effectively, trained on platform use, and set up for long-term success.
• Provide the Director of Accounts with regular insight into the health and status of client relationships.
• Escalate complex issues to the appropriate internal teams and ensure timely resolution.
• Share client feedback with Technical Solutions Managers and Support teams to help enhance platform functionality and the overall client experience.

Operational Excellence

• Manage client projects, timelines, event builds, and deliverables, ensuring all commitments are met.
• Maintain clear and organized client records in Notion and HubSpot, documenting interactions and updates.
• Identify and implement process improvements to optimize client success workflows.

• 5+ years in client success, account management, or similar roles within ticketing, festivals, venues, or SAAS
• Excellent communication, negotiation, and presentation skills
• Strong problem-solving and analytical skills with high attention to detail
• Strong organizational skills and the ability to deliver a high level of customer service
• High ethical standards with a commitment to transparent and fair client interactions
• Open to feedback, adaptable, and committed to continuous learning
• A bachelor's degree in business or a related field
• Ability to travel up to 20% of the time and to work on weekends as needed

• Proficiency in HubSpot, Notion, Slack, and Google Apps
• Experience building and managing events, reporting, and digital marketing within a primary event ticketing platform
• The ideal candidate is a self-starter with a creative problem-solving mindset, a genuine curiosity for asking questions, and a strong commitment to professionalism.

The Perks

• Bonus + Equity
• 100% Remote Okay with Hybrid Optional
• Paid Health benefits
• Dental, Vision, Life Plans
• Flexible Vacation
• 401k (50% Match up to 3%)
• Education Stipend
• Paid Holidays & Birthdays Off
• Parental Leave
• Ticket Hookups!

Tixr is the largest, fastest-growing, privately-held primary ticketing and live event commerce marketplace in the world. We're a California born and bred company that's still founder owned and led to this day, and we support a global client base with staff throughout the US, Canada, and UK.  We exclusively power 500 of the most respected live entertainment brands in 40 countries including San Jose Earthquakes, Wynn Nightlife, Riot Fest, Acura Grand Prix of Long Beach, Riot Games Arena, Luke Bryan’s Crash My Playa, Sturgis Buffalo Chip, Lightning in a Bottle, among many others.