Job Description

About Tixr

Tixr's on a mission to transform the ticket buying experience with a modern approach to a legacy business. Born from a fan-focused frame of mind, we empower large-scale events, music venues, and sports properties with modern, innovative solutions to their highly-complex ticketing and e-commerce needs. Our unified commerce platform is built for big, supporting all types of events, from festivals to global arena tours, and an almost limitless suite of commerce offerings beyond admission tickets.

We're looking for a Director of Accounts to lead a high-performing client success team and drive exceptional outcomes across a strategic portfolio of accounts. This is a role for someone who thinks like a business owner; you'll set the vision for how your team's accounts grow, coach a team of Client Experience Managers (CEMs) and Technical Solutions Managers (TSMs) to deliver exceptional outcomes, and serve as the senior strategic voice when our clients need it most.

You'll report to the VP of Client Services and play a central role in shaping how we retain and grow revenue, build lasting client relationships, and develop the next generation of CS talent at the company.

What You'll Do

Client Strategy & Revenue Growth

• Own a portfolio of accounts with full accountability for retention, growth, and client satisfaction.
• Build and maintain strategic account plans that align client goals with company objectives, and lead Bi-Annual Business Reviews with key clients.
• Monitor account health metrics on a rolling basis to proactively identify risks and opportunities before they become escalations.
• Serve as the senior escalation point for complex client issues, driving swift resolution while preserving long-term relationships.

Team Leadership & Development

• Lead, mentor, and develop a team of TSMs and CEMs, providing individualized coaching aligned with each person's professional goals.
• Foster a performance-driven, collaborative team culture where accountability and recognition go hand in hand.
• Conduct regular 1:1s, quarterly check-ins, and annual reviews with each direct report, with clear documentation and follow-through.

Operational Excellence

• Ensure seamless execution across onboarding, client management, and product launches, leveraging Notion to manage accounts as structured projects.
• Maintain oversight of team workload distribution to ensure equitable coverage and sustainable capacity.
• Champion consistent adoption of internal tools (e.g. HubSpot, Notion, AI tools) to drive team efficiency and a high-quality client experience.

Data-Driven Decision Making

• Leverage BI tools to develop custom reporting that tracks account health, feature adoption, and revenue trends across your portfolio.
• Translate data into clear, actionable insights for both your team and company leadership.
• Ensure Tixr Studio, HubSpot, Notion, and related tools are consistently maintained with accurate, up-to-date account information.

Cross-Functional Collaboration

• Act as the internal voice for your portfolio, advocating for client needs and surfacing recurring themes to inform product and strategy decisions.
• Partner with cross-functional teams to align on shared priorities and ensure your clients' commitments are properly documented, and when appropriate, resourced.

How We'll Measure Success

Metric

Target

Net Revenue Retention (NRR)

110%+

Client Retention Rate

85%+

Upsell / Cross-sell Growth

10%+ QoQ growth in account value

Net Promoter Score (NPS)

XX+ portfolio average

Escalation Resolution

90% resolved within <5 days

Business Review Coverage

100% of top-tier accounts

Tool & Process Compliance

100% of accounts current in Tixr Studio and HubSpot

Team Satisfaction Score

80%+

What We're Looking For

• 7+ years in account management, client success, or related, with at least 2–3 years in a people management role.
• A track record of owning and growing a book of business, with demonstrable impact on NRR or retention metrics.
• Strong coaching instincts; you know how to get the best out of people with different strengths and growth areas.
• Comfort operating with data; you use metrics to tell a story and drive decisions, not just report numbers.
• Experience with CRM and project management tools (HubSpot, Notion, or similar).
• Excellent executive communication skills, you can run a boardroom-level QBR and a team retrospective with equal confidence.

What the First 90 Days Look Like

• Days 1–30: Get to know the team, the accounts, and the tools. Shadow 1:1s, team meetings, and client engagements. Build relationships with your direct reports and key internal stakeholders, and start developing a clear picture of each team member's strengths and growth areas.
• Days 31–60: Take ownership of team meetings and weekly 1:1s. Identify the top risks and opportunities across the team's combined portfolio and begin shaping account strategies collaboratively with your CEMs and TSMs.
• Days 61–90: Present your team development and portfolio strategy to the VP of CS. Have a clear point of view on coaching priorities, workload distribution, and how you'll drive the team toward its KPIs.

Work-Life

This role is preferred hybrid out of our Santa Monica office, but we are open to remote (USA-based) candidates. At this time we are only able to hire US Citizens or active US Green Card holders

The Perks

• Salary Range $100,000 - $120,000 + Equity
• 100% Remote with Hybrid Optional
• Paid Health Benefits ($0 Premiums)
• Dental, Vision, Life plans
• Open Vacation
• 401k (50% match up to 3%)
• Paid Equipment
• Education Stipend
• Paid Holidays & Birthdays Off
• Parental Leave
• Team Offsites / Events
• Ticket hookups!

Tixr is the largest, fastest-growing, privately-held primary ticketing and live event commerce marketplace in the world. We're a California born and bred company that's still founder owned and led to this day, and we support a global client base with staff throughout the US, Canada, and UK. We exclusively power 500 of the most respected live entertainment brands in 40 countries including Wynn Nightlife, Riot Fest, Acura Grand Prix of Long Beach, Riot Games Arena, Luke Bryan’s Crash My Playa, Sturgis Buffalo Chip, Lightning in a Bottle, Portland Trail Blazers’ New G League Affiliate Rip City Remix, among many others.