Customer Success Manager - Scaled
About us:
Momentus provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events. In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue. Momentus technology powers top shows around the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique venues. Our client list includes The Apollo Theatre, Mercedes-Benz Stadium, Harvard University, Portland'5 Centers for the Arts, the Javitz Center, and St. Louis Art Museum. Some of our global clients include: ExCel London, Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House.
Momentus Technologies is looking for a Customer Success Manager to join our Scaled CS team, supporting our mid-market customer base across EMEA. This is a one-to-many CS model: rather than owning dedicated one-to-one relationships, you will drive adoption and value at scale through advisory services, best practice guidance, and system optimization support delivered across a large portfolio of accounts.
You will play a key role in helping mid-market customers get the most out of the Momentus platform, identifying adoption gaps, proactively addressing risk signals, and delivering scalable programs and resources rather than one-off, high-touch engagements.
Responsibilities:
- Support a large portfolio of mid-market customers through a scaled, one-to-many engagement model (webinars, office hours, targeted outreach campaigns, digital content, and group advisory sessions rather than dedicated account management)
- Drive product adoption by identifying underutilized features and functionality relative to each customer's business goals, and recommending best practices to close the gap
- Monitor customer health signals (usage data, support trends, engagement metrics) to proactively flag and address risk before it escalates
- Provide system optimization guidance, helping customers use the platform more efficiently and effectively based on their operational needs
- Deliver advisory support at scale, including group training sessions, best practice playbooks, and self-serve resources
- Partner with Digital CS, Support, and Product teams to ensure customer feedback and adoption blockers are surfaced and addressed
- Track and report on adoption trends, health metrics, and program effectiveness across your portfolio
- Contribute to the continuous improvement of Scaled CS programs, playbooks, and resources