Sr. Customer Success Manager

Company Overview Teak is building better experiences for people attending live events and booking travel. Our easy-to-embed, full-service solutions enable businesses in live events, sports, endurance racing, bookings, and destinations to increase revenue while offering consumers greater flexibility and confidence at checkout. We have served over 12 million consumers and surpassed $1 billion in experiences enhanced through our platform. Our business is growing quickly and is profitable. We’re a fully remote, fast-moving, high-impact team that thrives on solving hard problems. Every role here is mission-critical, and every person has the opportunity to shape the future of our company. Role Summary Teak is seeking a strategic and relationship-driven Senior Customer Success Manager to lead a portfolio of high-value customer accounts across ticketing, registrations, bookings, and live events. This role is responsible for ensuring customers are successfully activated, continuously realizing measurable value, and achieving long-term growth through partnership with Teak. You will act as a trusted advisor and strategic partner to executive stakeholders, driving adoption, optimization, and commercial outcomes. You’ll lead strategic account planning, influence cross-functional initiatives, and help shape how Teak delivers success at scale. This is a high-impact, senior role suited for a consultative CSM who thrives at the intersection of strategy, relationships, and execution excellence. Core Responsibilities

• Customer Activation & Value Attainment: Oversee activation plans for complex enterprise accounts; ensure measurable outcomes and time-to-value
• Customer Retention & Expansion: Own retention strategy and partner with Sales to identify and advance expansion opportunities
• Optimization Facilitation: Lead business reviews leveraging performance data; collaborate with CX, Optimization and Product teams to drive impact
• Customer Renewals: Forecast and manage renewals for assigned portfolio; proactively mitigate risk and strengthen long-term partnerships
• Customer Health (NPS): Monitor health metrics, conduct executive check-ins, and implement improvement plans
• Coverage & QBRs: Ensure multi-threaded coverage; lead structured QBRs that reinforce alignment and ROI
• Cross-Functional Leadership: Influence internal stakeholders (Product, Sales, Finance, Enablement) with actionable insights and advocacy

Success Metrics / KPIs

• Activation & Time-To-Value: Enterprise customers activated per plan and achieving value milestones
• Retention & Satisfaction: Gross & Net Revenue Retention, Renewal Rate, and NPS improvement
• Optimization Facilitation: Regular, data-driven recommendations introduced, supported, and adopted in partnership with the Optimization team
• Strategic Coverage: 100% of accounts with executive + operational engagement
• Expansion Influence: Documented expansion opportunities surfaced and advanced with Sales
• Internal Leadership: Consistent, high-impact voice-of-customer feedback to Product & Leadership

Role Requirements

• 8+ years in Customer Success, Account Management, or Strategic Partnerships, ideally in SaaS, payments, ticketing, or registration platforms
• Proven success managing enterprise or strategic portfolios with complex commercial and operational requirements
• Deep understanding of customer lifecycle strategy - from activation to expansion — with measurable results
• Strong executive presence; skilled at facilitating strategic reviews, roadmap sessions, and executive communications
• Experience collaborating with cross-functional teams to influence go-to-market priorities
• Analytical and data-driven, able to translate insights into business recommendations
• Comfortable identifying expansion signals and collaborating with Sales to grow strategic accounts
• Familiarity with frameworks such as Miller Heiman LAMP
• High degree of ownership, resourcefulness, and composure in a fast-growth, evolving environment
• This is a remote position. Travel to Teak Hubs in Phoenix, San Francisco, Denver, Los Angeles, Austin, or Chicago may be required.

Why Join Teak?

• Fully Remote Working Environment
• Competitive Salary and Equity Opportunities
• Unlimited Paid Time-off
• Medical, Dental, and Vision Benefits
• Annual Bonus Program
• 401k Matching
• $100/month for Event Ticket Purchase
• Company-Sponsored Events

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