EVP/VP/Head Customer Experience (Global/EMEA / USA)

Join the Ticketing Revolution!

vivenu was founded in Germany with a global mission: to redefine ticketing for event organizers worldwide. The event industry has long relied on outdated systems that fall short in today’s digital age. Our platform empowers organizers in sectors like sports, live entertainment, and cultural venues to fully customize their ticketing solutions to meet their unique needs and strategic goals.

We’ve achieved rapid growth while remaining profitable, and we’re expanding globally with offices in Europe and the U.S. Leading tech investors and industry experts such as the San Francisco 49ers as well as high-profile clients like Schalke 04, the Grammys, and the Hockenheimring already trust us.

As we continue to pursue our ambitious goals, we’re looking for passionate individuals to join our dream team. Are you ready to be part of the ticketing revolution?

About the Role

The EVP/VP/Head Customer Experience (Global/EMEA / USA) will be responsible for establishing and running a well-functioning, Customer Experience (CX) department in one of our two core geographies with a focus on driving vivenu's long-term commercial goals through a cohesive customer-lifecycle across Customer Success, Account Management, Community, Knowledge & Training and other CX divisions.

Key Responsibilities will include:

Long-Term Vision and Strategy: Establishing and leading the long-term CX vision in alignment with vivenu’s commercial goals, ensuring all CX initiatives drive growth through exceptional customer experiences.

Revenue-Centric Mindset: Cultivating a revenue-driven culture within the CX organization, balancing customer value with vivenu’s business objectives to drive measurable impact.

Culture of Excellence: Establishing a healthy culture of excellence, high energy and ambitions, and continuous improvement, driving a high-performing, customer-value-obsessed team.

Customer Lifecycle Framework: Designing and implementing a cohesive customer lifecycle framework from pre-sales to renewal, reducing time-to-value, increasing adoption, and expanding account value.

Segmented Customer Engagement: Developing processes for tailored customer engagement based on segments and strategic relevance, ensuring appropriate focus and support for each customer profile from SMB to strategic accounts, from platform users to C-Level Executives.

Cross-Team Collaboration: Fostering strong collaboration within CX teams and with Sales, Marketing, and Product teams to deliver a seamless, value-driven customer experience.

Measurable Goals and KPIs: Setting up measurable goals and KPIs to track customer, team and individual performance, continuously optimizing key metrics such as time-to-value, adoption rates, and account expansion.

Qualifications:

Experience: 8+ years of experience in Customer Experience, Customer Success, or related roles within B2B Software (ideally Enterprise-grade), with at least 3-5 years in a leadership capacity.

Revenue Focus: Proven ability to drive revenue through customer success initiatives, including increasing adoption, expanding accounts, and reducing churn.

Leadership: Demonstrated experience in building and leading high-performing, customer-focused teams across various CX functions.

Operational Expertise: Strong experience in defining customer life-cycle processes and service levels, with a focus on aligning multiple teams toward shared revenue and satisfaction goals.

Data-Driven: Ability to use data to inform decisions, drive process improvements, and continuously improve customer outcomes.

At vivenu...

you are at the heart of the action. You are at the center of innovation, actively shaping the future of ticketing. You work in a dynamic environment that constantly evolves and presents new challenges.

you take real responsibility. You take ownership of your projects and decisions from day one. Your ideas and efforts have a direct impact on the company’s success.

we support your personal development. We invest in your professional and personal growth through coaching, mentoring, and workshops. Your development is important to us because your success is our success.

you benefit from great perks. In addition to the latest Apple hardware, we offer numerous extras like team-building events and unlimited access to drinks and snacks. Your well-being is our priority, so you can fully focus on your work.

we live inclusion proactively. We firmly value diversity and believe that different perspectives and backgrounds make our team stronger. We welcome all applications, regardless of gender, origin, sexual orientation, age, religion, or other individual characteristics. Everyone at vivenu has a place to contribute their skills and ideas. Innovation thrives on diversity.

Check out our mission statement and corporate values here.