Client Experience Manager

About Tixr

Tixr is the world's largest, fastest-growing privately-held primary ticketing and live event commerce marketplace, headquartered in Santa Monica, CA. Born from a fan-focused frame of mind, our technology empowers 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 supports all types of events — from festivals to global arena tours — with an almost limitless suite of commerce offerings beyond admission tickets.

We are a founder-owned and led company with staff throughout the US, Canada, and UK, exclusively powering 500 of the most respected live entertainment brands in 40 countries — including Riot Fest, Acura Grand Prix of Long Beach, San Jose Earthquakes, Houston Dynamo, Sturgis Buffalo Chip, Lightning in a Bottle, and many more.

About Tixr Client Experience

At Tixr, we are redefining ticketing and event management from interface to business model — providing powerful tools to maximize event promotion and revenue while making it faster and more enjoyable for audiences to purchase tickets. Our Client Experience team serves tastemaker clients worldwide and the largest event producers across several key industry verticals.

The Opportunity

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.

Key Responsibilities

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.

Qualifications Required

• 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

Preferred

• 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

• Salary Range: $75,000 - $85,000 / Year + 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!