Customer Success Manager US

Imagine standing at the top of the Empire State Building, taking in the breathtaking view. From the online booking to the seamless entry, every part of your ticketing experience was designed and supported by Ventrata. An industry-leading SaaS platform that helps attractions, tours, and activities to create memorable experiences.

Backed by a passionate team, headquartered in London and with offices in Brno, Lisbon, and remote teams worldwide, we’re expanding rapidly across multiple markets and verticals. Our mission is to help businesses of all sizes scale and grow while preserving their unique identity and spirit.

Be a part of something extraordinary, where your ideas and contributions truly matter. Let’s shape the future of travel together.

Who we’re looking for

The ideal candidate has previous experience from an account management or project management environment. You will be detail oriented with a can do attitude and a very flexible and intuitive approach to overall customer experience. You should be able to analyse customer feedback and increase customer experience, while keeping profitability at the front of your decision making. You should be a mediator with great negotiation skills and capable of going the extra mile for both your colleagues and your customers. Do you have previous experience with a ticketing system or SaaS company? Even better…

Key Responsibilities :

• Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction;
• Responsible for annual negotiations with existing customers;
• Develop customer relationships that promote retention and loyalty;
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors;
• Represent the voice of the customer to provide input into the core product, marketing and sales process;
• Within a short period you will get to be an experienced user of our product, you should be able to use and explain all the functionalities, be able to investigate issues and troubleshoot or escalate to the dev team;
• Lead the onboarding process and training of new clients;
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives;
• Clearly communicate progress of weekly / monthly / quarterly initiatives to internal and external stakeholders;
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base;
• Develop new business with existing clients and / or identify areas of improvement;
• Collaborate closely with the sales team on a client handover, once the sales cycle is completed and the onboarding process can be initiated;
• Collaborate closely with the Customer Success Team to share best practices, and lessons learned, and with Product and Development teams to address reported bugs, and work on new features based on client feedback;
• Assist with challenging client requests or issue escalations as needed;
• Expedite the resolution of customer problems and complaints to maximise satisfaction;
• Create and maintain comprehensive project documentation;
• Native English, C1+ level in another language is an advantage;
• Proven work experience as an Customer Success Manager, Account Manager, Key Account Manager, Sales Account Manager, Project Manager or another relevant role;
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level;
• Experience delivering client-focussed solutions to customer needs;
• Proven ability to juggle multiple account projects at a time, while maintaining sharp attention to detail;
• Excellent listening, negotiation and presentation abilities;
• Strong verbal and written communication skills;
• Driven and detail-oriented, self-motivated, enthusiastic and a can do attitude;
• Experience from the SaaS environment is a plus;
• Experience from accounting / bookkeeping is a plus;
• US based;
• We are fairly informal about working hours. We want to make sure you like your job and wanna go an extra mile for us.
• Unlimited paid holiday days.
• Start-up working environment.
• WFH or work remotely.
• Team buildings and company remote office. Sounds boring? The whole team met in Spain, South Africa, Italy, Portugal, and France. We also enjoy a spontaneous beer after work or any sports activity.
• Office in Brno and Lisbon. We have two office locations : the core team is located in Brno and we have one newly opened office in Lisbon. How does working for a month from Lisbon sound? : )
• Young and passionate team
• Refreshments and delicious coffee in the office area.
• Hardware / remote setup package.
• Competitive salary and regular salary revaluation.
• Bonuses based on company performance.

Did we catch your eye or maybe also your heart and do you want to become part of the Ventrata family? Send us your CV and join us!

About Ventrata

Ventrata is an enterprise ticketing platform designed for high-volume attractions, museums, observatory towers, sightseeing tours, and activity operators. Our all-in-one solution powers online, in-person, and third-party sales, and provides robust functionality for resource management, hardware integrations, and 24 / 7 live support.

Leading brands across diverse verticals trust Ventrata's solutions, and our focus on building long-term connections is key to mutual success. Since 2016, we have worked with many City Sightseeing operations and have teamed up with notable companies like Big Bus Tours and Historic Tours of America. Our recent partnerships, including those with English Heritage, Paradoxon, the Empire State Building, Thames Clippers, and many others established over the past two years, show strong potential to evolve into enduring, long-term relationships. These examples represent just a few of our many collaborations driving the innovation behind the 21 million tickets we sold in 2023 — a 60% increase from the previous year.

What truly sets us apart is our independence — we've been profitable since 2018, with no reliance on venture capital. This financial stability allows us to innovate and grow on our own terms.

We value collaboration and freedom ensuring that every team member has the space to take ownership, be heard, and drive real impact.