Director of Customer Success (Event Tech SaaS)
Strategic leadership of client retention and platform adoption for specialized event technology solutions.
Overview
This career involves managing the complex intersection of software implementation and large-scale event logistics. The daily rhythm oscillates between high-level strategic planning and urgent troubleshooting for high-profile clients during their busiest production cycles. Success in this field requires a deep understanding of venue operations and the ability to translate technical features into tangible business outcomes for diverse stakeholders, from production managers to C-suite executives.
The work is characterized by a strong focus on data-driven health monitoring and workflow optimization. Professionals in this role spend significant time analyzing churn risks, refining onboarding playbooks, and advocating for product enhancements based on client feedback. It is a high-pressure environment that rewards those who can maintain calm during technical crises and build long-term trust through consistent service delivery and measurable return on investment.
Responsibilities
- Define the strategic roadmap for customer success initiatives and retention targets.
- Oversee the hiring and professional development of account managers and implementation specialists.
- Develop standardized onboarding frameworks to accelerate time-to-value for new venue partners.
- Collaborate with product teams to align the development roadmap with enterprise client needs.
- Monitor key performance indicators including Net Promoter Score and gross revenue retention.
- Lead negotiations for high-value contract renewals and expansion opportunities.
- Establish cross-functional workflows between sales, marketing, and technical support departments.
Qualifications
- Seven or more years of experience in customer success or account management roles.
- Demonstrated history of managing six-figure or seven-figure annual recurring revenue portfolios.
- Expertise in utilizing CRM and customer success platforms like Salesforce or Gainsight.
- Proven experience leading and scaling multi-disciplinary teams in a software environment.
- Deep knowledge of event industry operations or venue management workflows.
- Strong analytical skills for interpreting usage data and financial health metrics.
Nice to have
- Master of Business Administration or equivalent advanced professional degree.
- Professional certification in customer success management or project management.
- Direct experience working within a high-growth SaaS startup during a scaling phase.
Work environment
- Work is typically performed in a professional office or home-based environment with periodic site visits.
- Collaboration occurs primarily through digital communication tools and video conferencing platforms.
- Standard business hours apply, though seasonal event cycles may require occasional weekend availability.
- The culture is often fast-paced and performance-driven, centered on quarterly retention targets.
- Travel to industry conferences and major client sites is expected at least quarterly.
Benefits & growth
- Compensation packages usually include a competitive base salary and performance-based bonuses tied to retention.
- Growth opportunities include progression to Vice President of Success or Chief Customer Officer roles.
- Equity grants or stock options are standard in mid-to-late stage event tech companies.
- Professional development focuses on executive leadership and advanced strategic account management.
- Roles often provide exposure to the broader hospitality and technology investment landscape.
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