About the Role

We are hiring a Customer Success Team Lead to shape the entire post-sale customer journey at Tix. In this role, you will be responsible for ensuring every Tix customer achieves their desired outcome, whether they are using our self-service platform or relying on our in-person event services.

We are looking for someone who is highly AI-curious and willing to build their own tools and dashboards to track performance, working closely with stakeholders across the organisation to make our customer management systems more efficient as we grow. This is a highly strategic position where your insights will directly influence our product roadmap and overall business trajectory.

This role offers a unique opportunity to define operational excellence at a growing company, establishing systems and playbooks that will scale with our customer base.

What You'll Do

• Define and drive the company’s overall customer success strategy, ensuring adoption, retention, and growth across all customer segments.
• Implement and own a Customer Success platform to create customer health scores, track product adoption, and automate proactive outreach.
• Own and track key performance indicators (KPIs) and metrics by actively building your own dashboards and applications to measure department performance and revenue impact.
• Mentor, build, and lead a high-performing team across Customer Success, Customer Experience, and outbound sales, providing clear growth paths and coaching.
• Serve as the voice of the customer, translating feedback and support trends into actionable insights for our Product, Engineering, and Marketing teams.
• Collaborate with stakeholders across the organisation to consistently analyse processes and contribute to continuous improvement, enhancing customer value and operational efficiency.

What You'll Learn

• You will work closely with the leadership team, learning how to align customer success initiatives with overarching business goals and revenue targets.
• You will develop advanced strategic planning capabilities by designing scalable playbooks for a diverse customer base, from self-serve users to enterprise event organizers.
• You will learn how to build cross-functional influence, understanding how product, engineering, and marketing functions collaborate to drive customer retention.
• You will get exposure to scaling operations in a fast-paced environment, preparing you for senior roles in the future.

What We’re Looking For