Customer Success Manager

EventPipe provides software for event housing management. The Customer Success Manager owns customer relationships from onboarding through renewal, driving platform adoption, retention, renewals, and account growth while advocating for customer needs across internal teams.

Responsibilities:

• Become a power user of the EventPipe platform, including SaaS and Presto, and guide customers in unlocking its value
• Lead seamless customer onboarding, setting clients up for long-term success while proactively escalating stalled implementations to Sales
• Drive adoption of new features through product demonstrations, training, and release communications
• Conduct regular, proactive check-ins and update success plans
• Monitor usage against customer contracts and ensure health scores are accurately maintained in HubSpot
• Identify risks early and lead retention strategies
• Own renewals for your book on a 120-day cycle: lead a strategic QBR between 120 and 90 days out, send the agreement by day 60, and close by day 30
• Negotiate price increases and commitments confidently using the EventPipe pricing playbook
• Identify and close upsells and keep renewal and upsell pipelines accurate in HubSpot
• Present your open renewals and blockers in cross-functional team meetings
• Log feature requests in Savio and close the loop with customers on the outcome
• Provide phone and email support during business hours (9-5 ET) and work ticketing and hotel pipelines as assigned
• Contribute to tutorials, training content, and customer-facing resources

Requirements:

• Clear, polished written and verbal communication; comfortable on the phone and leading customer calls
• Proactive about picking up the phone or setting up a meeting to resolve customer issues quickly and keep relationships strong
• Strong relationship skills across personality types and stakeholder levels
• Confidence in commercial conversations about pricing, price increases, and commitments
• Excellent organization and prioritization; stays steady when juggling several deadlines
• Adaptable, proactive self-starter who thrives as processes evolve
• Analytical mindset; able to interpret usage and health data to spot risk and opportunity
• Strong problem-solving skills; digs into the root cause of customer issues and brings forward practical solutions, not just escalations
• Hands-on experience with HubSpot or a similar CRM/CS platform
• Ability to travel domestically for team meetings, training, or customer sessions
• Knowledge of hotels, group housing, or sports travel
• Experience with renewals, account management, or SaaS onboarding