Enterprise Customer Success Manager (US)

Easol is the first AI operating system for the Experience Commerce category - an intelligent digital workforce that helps experience creators run their business. Our ambition is bold: to become the category leader in a $300bn+ space.

We power professional experience creators with a fully integrated platform that brings together website, booking engine, payments, sales & marketing tools, operations, and data & insight - all underpinned by agentic AI. Easol enables enterprise creators to streamline, scale and transform their businesses through a single, end-to-end system.

Today, we focus on two core verticals: Music and Entertainment (LBE). Over the next year, we'll be deepening our product in each vertical and expanding into new segments.

We're a fast-growing, well-funded business that doubled in size in 2025, with a clear pathway to do the same again in 2026. A key pillar of our strategy is building AI-centric workflows directly into the platform, transforming how creators design, sell and operate their experiences.

Responsibilities & Duties

• Own a portfolio of enterprise creators, building strong, multi-threaded relationships across operational and executive stakeholders, taking accountability for their overall success and retention, and proactively identifying and managing risks.
• Understand each creator's business model, priorities and goals, developing strategic account plans and leading QBRs and regular business reviews, using account health data and CS tooling to identify risks, opportunities and next steps.
• Lead complex implementations, major launches and creator initiatives, managing project timelines, dependencies, risks and stakeholder alignment across internal and external teams.
• Support creators through major on-sales and key trading periods, proactively coordinating internal teams to ensure successful delivery and resolve issues as they arise.
• Identify and surface expansion and cross-sell opportunities, partnering closely with Sales to progress them through strong customer relationships and commercial insight.
• Champion the adoption of Easol's AI products and capabilities, helping creators identify relevant use cases, understand their value and successfully integrate AI-powered workflows into their operations.
• Independently troubleshoot platform, reporting and configuration issues, using data, dashboards and exports to diagnose problems and provide creators with clear answers.
• Partner closely with Product, Engineering, Solutions and Event Operations to resolve complex issues, providing clear context, coordinating specialist support and driving issues through to resolution.
• Act as the voice of the creator internally, translating feedback, operational challenges and business requirements into actionable product insights that help influence priorities and shape Easol's roadmap.
• Maintain strong product knowledge and advise creators on how to best use Easol's capabilities to improve their customer experience and operational performance.
• Represent Easol onsite at key creator events, launches and strategic meetings to strengthen relationships and support successful delivery.
• Contribute to the continued development of Easol's Customer Success approach, including account planning, processes, tooling, automation and scalable ways of working.

Requirements

• 4+ years of experience in Customer Success or Account Management within SaaS/B2B, with demonstrated experience independently owning and managing a portfolio of customers, including responsibility for account health, retention and long-term success.
• Experience leading complex implementations, launches or customer projects involving multiple internal and external stakeholders.
• Strong project management skills, with the ability to manage timelines, dependencies, competing priorities and stakeholder expectations without losing sight of the bigger picture.
• Strong relationship-building skills, including the confidence to work with senior and executive stakeholders.
• Strong technical aptitude and a willingness to get into the detail — you should be comfortable troubleshooting platform and data issues rather than immediately escalating them.
• Comfortable investigating reporting discrepancies, working with data exports and dashboards, and understanding how configuration or setup can affect customer outcomes.
• Able to communicate technical issues clearly to both customers and internal technical teams.
• Commercially aware, with the ability to recognise expansion opportunities and understand the wider business context of your accounts.
• Comfortable working with AI-native platforms, with an understanding of how AI can improve customer workflows and business outcomes. Confident demonstrating, positioning and driving adoption of AI-powered products with customers.
• Highly organised and able to manage multiple complex accounts, launches and competing priorities.
• Comfortable operating in a fast-moving environment where you are expected to take ownership and make decisions.
• Strong written and verbal communication skills.
• Willingness to travel across the US for key creator events and strategic meetings.
• Bonus points if you’ve worked in music, ticketing, live events, hospitality, travel, e-commerce or another vertical SaaS environment with complex customer operations.