Customer Success Manager - Events

About the Role

The Customer Success Manager (CSM) for Events is a dual-purpose role, not a traditional customer service function, sitting between Sales and Operations. The CSM owns post-sale customer continuity from signed contract through onboarding, deployment, live-event support, insight delivery, adoption, retention, and expansion identification.

This role combines strategic customer conversations with the practical realities of live-event delivery. The CSM owns the customer relationship, requirements, communication, and continuity of the overall experience, while coordinating closely with the teams responsible for technical deployment, project execution, analytical production, and quality.

The role requires independent judgment, cross-functional coordination, and a hands-on approach to solving customer challenges. It may require support for time-sensitive needs during event periods, occasionally outside standard business hours, as well as some travel.

Responsibilities

Pre-Signature Solution Review

• Participate in defined pre-signature reviews for complex opportunities, partnering with Sales before final handoff.
• Validate customer objectives, measurement requirements, deliverables, success criteria, and potential scope or feasibility risks.
• Diplomatically flag incomplete or unworkable scope before contracts are finalized.

Onboarding & Requirements

• Own the post-sale transition from signed contract through active deployment, setting clear expectations on timelines, deliverables, responsibilities, and success criteria.
• Translate customer business questions, booth design, measurement priorities, reporting expectations, and success criteria into a complete internal project brief.
• Coordinate with Operations and Project Managers on deployment planning and requirements handoff, maintaining ownership of customer context and communication while Operations and Project Management own technical deployment execution.

Live-Event Support

• Serve as the primary customer-facing lead during active events.
• Provide timely updates, respond to customer questions, and manage expectations regarding preliminary versus quality-approved deliverables.
• Coordinate internal issue resolution with Operations and technical teams in real time and escalate risks appropriately.

Insight Delivery, Adoption & Training

• Partner with Data Products and Quality teams to translate findings into clear business implications, recommendations, and next steps for the customer.
• Develop fluency across FastSensor reporting and measurement products to confidently guide customers through findings and appropriate product use cases without owning analytical production.
• Deliver product consultations, live demonstrations, and tailored training sessions to maximize customer understanding and adoption.

Customer Retention & Growth

• Identify and qualify retention, expansion, and multi-event opportunities by reviewing customer usage, progress against goals, and evolving needs.
• Partner with the appropriate Strategic Account Manager or commercial owner to transition and advance qualified renewal and expansion opportunities.
• Lead product alignment conversations, guiding customers toward the configurations and use cases that best fit their goals.
• Build and maintain trusted, long-term customer relationships through proactive communication, regular check-ins, and business reviews focused on customer health, satisfaction, adoption, and future needs.
• Serve as the primary post-sale point of contact for customer questions, escalations, and strategic product conversations.

Internal Collaboration & Feedback

• Partner closely with Product on solution design, configuration decisions, and roadmap feedback, acting as the voice of the customer by systematically documenting and sharing customer needs and product feedback.
• Work across customers, agencies, vendors, and internal teams, including Operations, Project Management, Data Products, Product, and Quality, to ensure a seamless and consistent customer experience.
• Maintain accurate account records in the CRM and escalate risks or blockers promptly.
• Contribute to scalable customer success processes, onboarding materials, guides, best practices, and playbooks.

What Success Looks Like

• Customers enter deployments with clear objectives, requirements, deliverables, responsibilities, and expectations.
• Customer and scope risks are identified early and escalated before they affect delivery quality or customer trust.
• Customers understand how to use FastSensor products and insights to answer their business questions and make better decisions.
• Post-event follow-through is timely, consistent, and supports continued product adoption and long-term customer value.
• Retention and expansion signals are identified early and transitioned effectively to the appropriate commercial owner.
• Internal teams receive complete customer context and requirements, reducing avoidable rework and delivery risk.

Qualifications

Required

• 3+ years of experience in customer success, account management, solutions consulting, implementation, or another consultative customer-facing role.
• Experience translating customer objectives into documented technical, operational, or analytical requirements.
• Experience identifying risk and diplomatically challenging incomplete or unworkable scope.
• Experience presenting analytical findings, product guidance, or business recommendations to customers.
• Demonstrated ability to manage multiple concurrent, deadline-driven customer projects with strong attention to detail.
• Experience working across customers, agencies, vendors, and internal technical teams.
• Excellent verbal and written communication skills, including the ability to present data-driven insights and guide product conversations with diverse audiences.
• Proven ability to build trusted customer relationships, identify growth opportunities, and support retention.
• Comfort with technology and the ability to quickly learn new software platforms and tools.

Preferred

• Background in solutions engineering, technical or consultative sales, or a sales-engineer capacity.
• Experience supporting hardware deployments, IoT products, or sensor-based technologies.
• Familiarity with CRM platforms such as HubSpot and customer success tools such as Gainsight or ChurnZero.
• Background in data visualization or analytics reporting.
• Experience in trade shows, events, experiential, or retail environments.
• Visual-spatial awareness, including comfort interpreting booth renderings, floor plans, or physical environments.
• Based in Illinois or the Central time zone, or able to maintain significant overlap with the Chicago-based Operations team.

Key Competencies

• Solutions Mindset - Approaches customer conversations like a solutions consultant: validating scope and feasibility, aligning product capabilities to customer goals, and identifying expansion opportunities for the appropriate commercial owner.
• Customer Empathy - Understands customer goals, pain points, and context to deliver tailored guidance and support.
• Cross-Functional Collaboration - Works effectively across Sales, Operations, Product, Data Products, Quality, and external partners.
• Proactive Problem-Solving - Anticipates issues, identifies risk early, and coordinates resolution before problems escalate.
• Adaptability - Thrives in a fast-paced, evolving environment and adjusts approach as needed.
• Communication & Influence - Communicates clearly and persuasively across customer and internal audiences.
• Ownership & Accountability - Takes initiative, follows through on commitments, and independently drives continuity across the customer journey.