Customer Success Senior Manager in London

SECUTIX is the market leader in advanced digital solutions for the events industry. Offering a seamlessly integrated and open cloud platform, SECUTIX gives organizations complete control and a suite of tools to help better understand and digitally engage with audiences, monetize products and services, secure operations and take audience experiences to the next level. SECUTIX serves a range of organizations on a global scale, including sport clubs, stadiums and arenas, museums, live entertainment organizations, leisure parks and festivals. Its emblematic customers include the UEFA, Opera National de Paris, Centre Pompidou, Paléo Festival, Musée Picasso Paris and many more.

Our vision is to enable our event industry customers to take control of their ticket distribution and massively engage their audience. SecuTix is a leading provider of a SaaS Ticketing & Engagement platform. S-360, S-MOBILE, and S-Pay are innovative products and platforms providing business critical solutions to the Sports, Entertainment and Cultural Sectors. Our mission is to be the global leader in SaaS solutions serving these sectors.

In this role, being a Cloud Computing company, SecuTix understands the importance of Customer Success. That is why, as we are growing our customer portfolio, SecuTix is now expanding our Customer Success team. This team works alongside our Product, Professional Services, Sales and Services teams to help customers achieve even higher levels of success.

We are looking for a Customer Success Senior Manager based in London to lead the UK & Ireland team.

Within the UK & Ireland market you will be responsible for:

• Leading the team to provide strategic guidance to SecuTix customers to increase the value they get from the SecuTix platform by ensuring customer needs and expectations are met, and helping our customers get the most of our solution to grow their business.
• Leading Retention & Upselling. Responsibility for managing contract renewals and achieving sales targets for existing accounts by identifying opportunities and demonstrating the value of SecuTix additional services and products.
• Leading the UK based Support team who concentrate on helping customers understand 'how to' technically best use the platform.
• Managing and resolving customer escalations from within the UK & Ireland client base as required.

In addition to market specific responsibilities you, along with counterparts from other markets and the European lead, will be instrumental in shaping the future direction and strategy of the Customer Success team.

• Build and maintain strong senior-level relationships across customer accounts to identify opportunities, understand strategic goals, and proactively address challenges.
• Partner with Marketing and Communications to share customer success stories externally and strengthen the SecuTix brand.
• Lead and secure renewal cycles for key accounts, ensuring high retention and predictable revenue.
• Identify and execute upsell opportunities for additional products and services.

• Develop, maintain, and deliver account plans for key clients, ensuring alignment on goals, value, and success metrics.
• Define and manage a structured contact strategy with clear touchpoints, communication cadences, and engagement methods.

• Monitor and evaluate platform adoption and health across the customer base to drive value realization.
• Provide best-practice guidance on S-360 usage, release management, and operational optimisation.
• Promote and drive use of Learning & Adoption tools to support customer enablement and self-sufficiency.

• Develop and lead a high performing team capable of implementing the Customer Success strategy.
• Develop the functional and leadership skills of the team to ensure their continual progression and personal development.

• A stimulating and professional working environment in a dynamic team with extensive expertise.
• Exciting projects using the latest technologies.
• Flat organisational hierarchies and cross-functional teamwork.
• Close contact with customers in a creative industry.
• A supportive culture with excellent opportunities for professional and personal training and development.

• Strong leadership capabilities, with the ability to shape, manage, and inspire a high-performance culture.
• Proven success working cross-functionally with Product, Support, Sales, and Marketing teams to drive customer outcomes.
• Demonstrated experience in mediation, negotiation, and conflict resolution, fostering alignment between customers and internal stakeholders.
• Customer Relationship Management: Proven ability to build deep, long-term customer relationships and act as a trusted strategic advisor.
• Relentless customer-first mindset, serving as the customer's voice within the organisation.
• Ability to deliver value across the full customer lifecycle, including onboarding, adoption, renewal, and expansion.
• Familiarity with customer-success methodologies, including journey mapping, success planning, and customer health-scoring.
• Excellent communication skills, including the ability to translate complex concepts into clear, compelling messages for diverse audiences.
• Strong written and verbal presentation skills, with confidence in delivering effective presentations to senior stakeholders.
• Strong analytical mindset with the ability to interpret customer data (usage metrics, adoption trends, requirements) to drive decisions and platform adoption.
• Ability to navigate data, systems, and organisational structures to identify solutions and unlock customer value.
• Demonstrated drive, resilience, and tenacity in overcoming barriers and achieving customer success.
• Excellent time-management skills, capable of managing multiple accounts, priorities, and deadlines simultaneously.
• Ability to quickly learn new technology platforms and tools.
• Solid understanding of the sports, entertainment, and cultural sectors (e.g., ticketing, live events, venues, attractions).

Graduate-level education or equivalent professional experience.

At least 10 years proven work experience as a Customer Success Manager in an IT service company. Hands on experience with SaaS ticketing and/or a CRM/Marketing Cloud solutions. History of success as a consultant, business development, technical account management, or equivalent.