Customer Success Manager

About Big Marker

Big Marker is the world’s most customizable platform for webinars, virtual, and hybrid events. We are on a mission to empower brands, organizations, and communities to deliver world‑class digital audience experiences. From large‑scale conferences to marketing webinars and internal town halls, our technology connects millions of people globally with knowledge and passion. We are a diverse, collaborative, and rapidly growing team that values ambition in the technology we build, the service we provide, and the results we deliver.

If you are passionate about event technology and helping customers tell their stories, we want to meet you.

As a Customer Success Manager, you will be the trusted advisor and strategic partner for a portfolio of our enterprise and mid‑market clients. You won’t just support them, you will guide them on how to best utilize Big Marker’s suite of tools (Webinars, Virtual Venues, Badge Printing, Mobile Apps) to achieve their event and marketing goals. Your primary objective is to drive product adoption, ensure successful event execution, and foster long‑term retention.

You will bridge the gap between technical capability and business outcome, ensuring that every event, whether virtual, in‑person, or hybrid, runs flawlessly.

• Strategic Account Management:
  Own a portfolio of customer accounts, serving as the primary point of contact post‑sale. Build strong relationships with stakeholders (Event Managers, CMOs, L&D Directors) to understand their business objectives.
• Onboarding & Enablement:
  Lead kick‑off calls and onboarding sessions to ensure clients are set up for success. Train users on platform features, best practices, and new product releases.
• Event Success:
  Act as a consultant for client events, offering guidance on run‑of‑show, engagement strategies (polls, Q&A, networking), and technical configurations.
• Retention & Growth:
  Monitor account health, usage metrics, and NPS scores to proactively identify churn risks. Partner with Sales to identify upsell/cross‑sell opportunities (e.g., upgrading from webinars to full virtual venues).
• Cross‑Functional
  
  Collaboration:
  
  Serve as the "Voice of the Customer," channeling feedback to Product and Engineering teams to help shape the roadmap. Work with Support to escalate and resolve critical technical issues.
• Business Reviews:
  Conduct Quarterly Business Reviews (QBRs) to demonstrate ROI, review event performance analytics, and map out future strategies.

• Exceptional verbal and written communication skills. You can speak the language of a Marketing Manager focused on webinar lead generation and an Event Planner focused on attendee flow and badging.
• 5+ years of experience in Customer Success or Event Operations. You must have a track record of managing recurring webinar programs (marketing, training, town halls) and/or large‑scale events (virtual conferences, hybrid summits).
• Versatility & Adaptability:
  You can easily switch gears between the "high volume" mindset of daily webinars and the "high complexity" mindset of multi‑day conferences.
• Tech‑Savvy:
  Comfortable learning complex software quickly. Familiarity with HTML/CSS, marketing automation tools (Hub Spot, Marketo, Salesforce) is a major plus.
• Strategic Project Management:
  You possess the organizational skills to manage a high volume of webinar accounts while simultaneously quarterbacking long‑term event projects.
• Live Pressure Management:
  You understand that whether it’s a CEO’s town hall or a global summit, there are no "do‑overs." You remain cool under pressure and can troubleshoot live technical issues (audio/video, connectivity) with grace.