Customer Success Manager, Bizzabo
Customer Success
Event experience software
Job no longer available
Event experience software
201-500 employees
Job no longer available
201-500 employees
Company mission
To change the way the world does professional events.
Role
Who you are
- The ideal candidate will have customer-facing SaaS customer success, account management, or tech consultant experience, and is excited about diving into or expanding upon their knowledge of the events industry
- This opportunity is ideal for those who either want to continue growing and progressing within a customer success organization and those who are passionate about building and cultivating relationships with their customers
- You have 3-5 years of experience in Customer Success, Account Management, or Project Management within a SaaS organization, ideally managing customers with a variety of use cases
- You have owned the full renewal process and have significant experience in renewal conversations, negotiations, and contracting both renewal and upsell/expansions
- You have the ability to thrive in a dynamic and fast-paced environment
- You have excellent written and verbal communication skills; your communication will be 25% written and 75% conversational in this role
- You are highly organized and detail-oriented, capable of balancing multiple priorities across a high-volume book of clients
- You have excellent, clear, consistent, and effective communication skills over email and on the phone both externally with customers and internally within the organization
- You are able to build trust and rapport within the customer success team and overall organization
- You are able to articulate the importance and value of Bizzabo to Event and Marketing executives
- You have a proactive interest to increase customer satisfaction and deepen customer relationships
- You consistently meet quarterly goals and team metrics
- You possess a customer-centric mindset to prioritize customer needs and manage their expectations
- You have a collaborative spirit and are open to testing new ideas, questioning existing processes and strategies, and listening to all members of the team to develop the best solutions for your customers
- You have outstanding cross-team coordination, collaboration, and project management skills
What the job involves
- The Customer Success Manager will be responsible for building and maintaining relationships with Bizzabo customers supporting a range of use cases across your book of business
- You will work closely with our customers, working across multiple industries, use cases, & stakeholders
- The Customer Success Manager is a strategic, customer-centric, and results-driven individual who is ambitious, experienced, and interested in mastering strategic customer relationships
- This is an exciting and dynamic role that will help build relationships with customers and will fuel event success, retention, growth, renewals, and advocacy
- You’ll serve as a trusted advisor, helping customers drive adoption, advocate for their needs, find value in their investment with Bizzabo, and aid in growing the partnership
- You will have an integral position within Bizzabo, working closely with Solutions & Sales Engineering, Product, Support, and Services to ensure your customers’ success, ultimately securing renewals and driving growth
- You are highly motivated to drive forward movement and possess a strong intellectual curiosity
- This is likely a role you are pursuing after spending a few years within a customer success or account management function within several organizations
- Be the primary point of contact and advocate within our segment of Corporate & Mid-Market customers, proactively owning and managing a book of business of 20-40 accounts
- Ownership of the renewal, upsell, and expansion of your book of business. Manage renewal conversations (transactional and competitive renewal situations), facilitate contract negotiations, and demonstrate the value our product and service offerings to expand the business
- Develop and implement customer-specific account plans supporting targeted growth and predictably forecast to hit Quarterly targets
- Manage the success of accounts by driving incremental value and return on the customer’s investment; supporting major event milestones in order to secure the renewal
- Become an expert on the Bizzabo product and offerings & have an interest in knowing all aspects of the corporate event landscape
- Develop and maintain strong customer relationships with customers with multiple types of use cases within your book of business
- Onboard new customers, acting as the main point of contact, supporting their events hosted on the Bizzabo platform
- Collaborate with customers to build and execute event success plans, educating customers on Bizzabo best practices and driving adoption and growth
- Lead customer strategy calls, demos, and services scoping calls to provide an exceptional customer experience for significant events within your book of business
- Identifying customers' critical needs and mapping appropriate resources cross-functionally, including Product Management, Account Management, Solutions & Sales Engineering, Support, Professional Services, Partners, and more
- Be an advocate for customer feature requests and work cross-functionally with the Product team to help move projects forward and inform the product roadmap
- Play a contributing role with internal projects (on an as needed basis) to improve and scale the customer success function within Bizzabo
- Create long-lasting relationships with your book of business and customer points of contact to drive positive reviews, references, testimonials, case studies, and other advocacy leads
- Please note this job description does not cover every duty you may need to undertake, you may be asked by your manager to handle other reasonable responsibilities commensurate with the role
Our take
Recent years have seen a boost in hybrid online/offline events, and the logistical and financial benefits hybrid events offer over in-person events are clear. Bizzabo, originally a platform offering event organizers a range of tools to help with tasks like website building, networking, and ticketing, was swift in 2020 to adapt its cloud-architecture platform to its customers’ new virtual event requirements.
Bizzabo's Event Experience OS is a data-rich open platform that allows Event Experience Leaders to manage events, engage audiences, activate communities, and deliver business outcomes — all while keeping attendee data private and secure.
Bizzabo is continuing to develop and incorporate new features into its Event Experience OS, including tools powered by the technology and talent from its recent acquisitions. And with a successful 2024, being recognized as a Leader in the Gartner® Magic Quadrant™ for Event Technology Platforms and The Forrester Wave™: All-In-One Event Management Platforms as well as boasting impressive growth through the year, the company will no doubt see even more success going forward.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-44% employee growth in 12 months
Company
Funding (last 2 of 13 rounds)
Dec 2020
$138m
SERIES E
Apr 2019
$27m
SERIES D
Total funding: $206.2m
Company benefits
- Comprehensive Health Insurance
- Pension Plan
- Paid Vacation, Sick Time
- Team Events
Company HQ
Flatiron District, New York, NY
Leadership
Eran Ben-Shushan
(Co-Founder & CEO)They served as an Officer in the Israeli Air Force for over 8 years before working as CEO of Rosh-Pina Convention and a System Engineer for Elbit Systems. They left this role after 3 years to co-found Bizzabo, working as CEO since.
Alon Alroy
(Co-FOunder, CMO & CCO)Having served as a Commander in the Israeli Air Force for almost 6 years, they worked as an Analyst for Plenum and COO of AYADR Investments for 5 years. They co-founded Bizzabo in December 2011.
Boaz Katz
(Co-Founder & CDO)Designed and defined airborne interfaces for helicopters while serving in the Israeli Air Force. Continued to lead innovative products as a leading product manager of a small elite team at Elbit System. Took part in the prestigious Sam Zell Entrepreneurship program at Reichman University and is the author of the book "I Wore Happiness".
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