Customer Success Manager

About us:

Momentus provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events. In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue. Momentus technology powers top shows around the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique venues. Our client list includes The Apollo Theatre, Mercedes-Benz Stadium, Harvard University, Portland'5 Centers for the Arts, the Javitz Center, and St. Louis Art Museum. Some of our global clients include: ExCel London, Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House.

At Momentus, we empower our customers around the world to bring extraordinary events to life. Our Customer Success team plays a vital role in making this happen, serving as strategic partners to maximize value, foster deep product adoption, and nurture long-term relationships.? 

As a Customer Success Manager at Momentus, you’ll be at the heart of our customers' journey, building and maintaining strong relationships to ensure their success and satisfaction. You’ll drive product adoption, identify growth opportunities, and serve as a trusted advisor, working closely with customers to understand their goals, support strategic planning, and build executive alignment. Your role is to help customers unlock the full potential of our solutions and maximize their ROI, making a real impact on their success. If you're passionate about empowering customers, driven to add value, and eager to collaborate within a dynamic team, we’d love to see how you can help define the future of Customer Success at Momentus.? 

Responsibilities: 

• Align on strategic goals and establish a mutual success plan that serves as a foundation for long-term customer success and shared outcomes.? 
• Facilitate smooth transitions post-implementation, ensuring KPIs are met and remain relevant throughout the customer journey.? 
• Build strong relationships by understanding customer needs and conducting regular check-ins to monitor satisfaction and account health, including engagement with senior stakeholders and executive sponsors where appropriate.? 
• Develop deep expertise in our solutions to create value for customers, delivering best practices, insights, and ROI-focused guidance while highlighting the benefits of new features and updates. ? 
• Demonstrate a commitment to continuous learning and staying current with product innovation, emerging technologies, and AI-driven capabilities.? 
• Identify and act on upsell and cross-sell opportunities, collaborating with teams to drive renewals, manage challenges, and increase retention.? 
• Communicate complex ideas effectively to all stakeholders, using active listening and providing regular updates on key initiatives.? 
• Cultivate customer advocates for testimonials, case studies, and referrals, and streamline feedback for internal teams.? 
• Leverage data and analytics to track customer goals and drive outcomes, using trends to make data-driven recommendations during reviews.? 
• Encourage the use of self-service resources, such as knowledge bases, to empower customers and boost satisfaction.? 
• This is a remote role; however, periodic travel is required. Customer Success Managers are expected to attend customer onsite visits, company meetings, and team events as needed.? 
• Tech Stack: Microsoft 365 (Outlook, Teams, OneDrive), Gainsight, Zendesk, Zoom, Gong, Pendo, Rocketlane, Salesforce, and AI-powered productivity tools including Claude. 

• Previous experience using the Momentus Elite platform (formerly VenueOps by EventBooking) as an end user. 
• Strong communication and interpersonal skills. 
• Strong ability to translate product functionality into business value and best practice recommendations? 
• Results-driven with a focus on customer satisfaction and retention. 
• Ability to understand technical concepts and explain them to non-technical audiences while adapting to evolving products, technologies and customer requirements. 

Preferred 

• Familiarity with customer success tools (e.g. Gainsight) and Salesforce. Experience using AI tools such as Microsoft Copilot, Claude, ChatGPT, Hook, or similar solutions is highly regarded.? 
• Experience in a B2B SaaS environment supporting customer's success is a plus. 
• Ability to travel 3-5 times a year for team events and customer engagement 

Important Notice on Location Eligibility:

This is a U.S.-based remote role. However, due to regulatory requirements, we are only able to consider candidates who reside in U.S. states that do not currently mandate salary disclosure in job postings.

Candidates residing in California, or other states with active pay transparency laws will not be considered at this time.

Equal Opportunity & Accessibility:

At Momentus, we are committed to creating a workplace that celebrates diversity and fosters inclusion. We value the unique perspectives, backgrounds, and experiences each team member brings. These differences make us stronger, drive better decisions, and fuel meaningful innovation and outcomes.

Momentus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by applicable law.

We are also committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of their role. If you require accommodations during the recruitment process or on the job, please let us know. We will work with you to support your accessibility needs.