Customer Success Specialist (Remote - US)

At TixTrack, we support our clients by creating superior ticketing solutions for performing arts, cultural institutions, attractions and immersive experiences through a combination of modern technology, beautifully simple design, and the art of listening.

We're redefining ticketing by building technology that simplifies, improves engagement, and empowers venues to make data-driven decisions. One of our core products, Ticketure, is a mobile-first cloud-based platform that helps museums and attractions manage ticketing, memberships, and events, all while delivering a seamless and engaging experience for visitors.

We are a small, but growing team of hardworking, highly motivated individuals. We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

With a presence across both the US and international markets such as the UK and New Zealand, we are anticipating robust growth in 2025. Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we “role”.

About The Role

The Customer Success Specialist (CSS) proactively engages and partners with our customers to understand their business, drive adoption, and ensure a positive experience with our Ticketure product. This role focuses on building strong relationships, providing product guidance, and ensuring customers achieve their desired goals. The CSS works closely with Customer Experience, Ticketing Services, Sales, and Product teams to track key performance metrics, identify opportunities for customer improvement, and provide actionable insights to drive customer retention, satisfaction, and growth. This position reports directly to the Customer Success Manager.

This position is full-time and fully remote. Candidates must be located in California, Colorado, Texas, Wisconsin, Minnesota, Louisiana, Florida, Virginia, North Carolina, South Carolina, New Jersey, New York, or Connecticut. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office.

About You

• You excel at building strong, proactive relationships with customers, understanding their goals, and ensuring they get maximum value from our products.
• You have a keen eye for identifying customer challenges and trends, using insights to drive engagement, retention, and satisfaction.
• You can translate complex information into clear, actionable steps and work effectively across teams, including Customer Experience, Sales, and Product.
• You thrive in fast-paced environments, balancing multiple priorities while maintaining a structured, customer-first approach to success.
  

What You'll Do

• Establish and maintain proactive relationships with assigned clients.

• Understand the customer’s business, challenges and goals and ensure they are using our solution effectively.

• Serve as the Customer’s primary point of contact for any escalations.

• Work with Customer Success leadership to ensure customers maximize the value of our product.

• Assist in customer onboarding, training, and driving adoption of new features.

• Utilize tools and defined processes to assess overall customer health, segmentation, and satisfaction levels.

• Identify and flag at-risk accounts and escalate to Customer Experience leadership before it becomes an issue.

• Collaborate with Ticketing Services, Customer Experience, Sales, and Product teams to identify customer trends, track success metrics, and deliver customer-centric solutions.

• Support Customer Success leadership by providing relevant data and insights to address customer challenges and enable proactive support.

• Assist in refining Customer Success processes which improve customer engagement and service delivery.

• Collect qualitative customer feedback and collaborate with internal teams to improve the customer experience.

• Share best practices and lessons learned with the broader team.

What You'll Bring

Minimum Requirements

• Bachelor’s degree in Business, Computer Science, or related field.

• Two or more years of experience in a fast-paced, multi-customer role, preferably in Customer Experience, Support, SaaS, or a customer-centric industry.

• Experience with customer success/experience platforms (e.g.,HubSpot, Zendesk, etc.).

• Proven track record of capturing critical data insights to further drive Customer Experience capabilities/outcomes.

Essential Skills

• Ability to operate in a fast-paced, priority-changing environment.

• Strong organizational skills with the ability to manage multiple projects simultaneously.

• Strong problem-solving skills with the ability to turn complex topics into clear, actionable tasks.

• Excellent communication skills with the ability to translate findings to non-technical stakeholders.

• A customer-centric mindset and the ability to work cross-functionally to meet customer needs.

Tools You’ll Use

• Hubspot

• Slack

• Jira/Confluence

• Zendesk (Support and Guide)

• Ticketing Products

• Google Suite

• Business Intelligence products

What We Value

Find Harmony - We confidently manage our work priorities and feel comfortable taking time to enjoy life outside of work.

Have a Clear View - We are transparent and honest, understand our roles, and know how we contribute.

Be a Fan - We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

Welcome All - We are a diverse group of employees that come together as a team, without ego, and do great work.

Perform at Your Best – We are committed to our customers success, always willing to listen and improve, to ensure our products exceed expectations.

Our Commitment to Diversity

TixTrack is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.

We are focused on building a culture that acknowledges and values diversity, equity, and inclusion.

What We Offer

• Base annual salary range of $55,000 - $70,000, commensurate with experience.
• Annual bonus based on performance and company success
• 100% paid medical, dental and vision benefits for employee and dependents
• Company-paid life insurance
• Traditional and Roth 401k plans
• Paid parental leave
• Volunteer days off
• Working abroad opportunities
• Learning & development opportunities with company reimbursement for eligible educational expenses
• Flexible scheduling
• Generous PTO and holiday schedule
• Remote work environment

California Applicants: CCPA/CPRA Notice

Our team is here to support you throughout the hiring process with reasonable accommodations. We strive to provide an unbiased and equitable interview experience for all applicants. If you need assistance applying for a role due to a disability or special need, please let us know by emailing accommodations@tixtrack.com.