Customer Success Manager

Customer Success Manager | POS & Payments | Festivals, Arenas & Live Events

• Salary: £55,000 - £60,000
• Location:
  
  Hybrid, London - 2-3 days in office

Our client builds POS and payments infrastructure for festivals and major events in multiple countries, handling cashless transactions and multi-vendor management for organisers who need it to work without fail on the day. They're hiring a Customer Success Manager to own each client account end to end.

It's a different kind of customer success role. Rather than a big book of accounts and mass outreach, you own a handful of complex clients end to end, and go-live means being on the ground at a live event. You're the single point of contact and the face of the business to every client on your patch. It's a hybrid role, with travel to sites for go-lives, including some evenings and weekends around events.

Non-Negotiables

• You've owned delivery end to end, whether as a project, customer success or account manager, or running a venue, food hall or bar
• Comfortable across complex operations, with multiple vendors and a lot of moving parts at once
• A track record of owning a customer relationship as the single point of contact
• Confident delegating to and holding teams accountable when none of them report to you
• Happy handling invoicing, payments and rev-share conversations directly with clients
• Up for travelling and being on-site for go-lives, including some evenings and weekends around events

What You'll Work With

• CRM / ticketing and project management tools (Hub Spot ideal)
• Multi-vendor cashless payment systems
• Implementation, Customer Support and Logistics & Operations teams
• Service Level Agreement (SLA) monitoring and reporting

Nice to Haves

• A background in POS, payments, ticketing or event technology
• Experience running multiple ePOS systems or tech vendors inside one venue
• Some exposure to pre-sales, joining technical demos to help win work

Why Join / Projects

You're the face of the business to every client you own, not one voice among several on an account team. The clients on your patch run live events in multiple countries, so no two go-lives look the same. The work runs from calm planning sessions in the office to being the one on-site keeping a launch on track under real pressure.

It's end-to-end ownership: you scope it, plan it, delegate it, deliver it, and stay accountable for it long after the event's over.

Customer Success Manager | POS & Payments | Festivals, Arenas & Live Events