Partner Success Manager (USA) Full Time

Partner Success Manager (USA)

Full Time

Location: Remote-first

Team: Partner Success

Reporting to: Head of Partner Success

Who We Are

Nuweb Group is a global event technology partner, helping organisers, promoters, venues, and ticketing providers scale with confidence.

We’re a fast-growing force in live entertainment, partnering globally to support brands like Formula 1, Metallica, and Disney on Ice.

Our mission is bold: to be the Ticketing Engine of the World.

That means building the infrastructure that solves complex ticketing challenges and creates exceptional fan experiences at scale.

We operate globally across borders and time zones and take pride in our ability to move quickly, innovate, and push boundaries. If you want to be part of a team that values curiosity, craft, and ambition, welcome to Nuweb Group.

Mission

You will own the success, growth, and operational health of a portfolio of Nuweb’s most important partners across the Americas.

You will bring deep ticketing and live events experience to help complex partners run better on Nuweb. You’ll build strategic relationships, maximise platform value, and protect and grow revenue over time.

You’ll act as a trusted advisor to senior stakeholders, connecting their commercial goals and operational realities with Nuweb’s capabilities and coordinating internal teams to deliver.

Your portfolio will typically include ticketing companies and event promoters running high-volume onsales and complex event operations.

You’ll also contribute to how Partner Success operates, sharpening our playbooks, improving processes, and feeding structured partner insight back into Product, Engineering, and Business Development.

What You’ll Do

• Strategic account ownership
• Own a portfolio of key partners and build trusted, long-term relationships with senior stakeholders.
• Develop a deep understanding of how each partner operates: systems, processes, and decision-making and identify where Nuweb can create the most impact.
• Translate partner goals and business models into clear account strategies and success plans.
• Run regular business reviews that highlight performance, value delivered, risks, and growth opportunities, strengthening long-term partnerships.
• Partner success planning, onboarding, and adoption
• Lead or co-lead onboarding and expansion initiatives for your partners.
• Drive adoption of priority platform capabilities such as memberships, refund protection, instalment plans, and resale, and measure their impact on partner outcomes.
• Ensure partners are equipped to manage their ticketing operations effectively and that platform configurations support both commercial objectives and operational realities.
• Operational reliability and issue management
• Act as the senior partner contact during critical periods, particularly major onsales and high-profile events, coordinating rapid resolution of operational issues when required.
• Use your practical ticketing and live events experience to diagnose root causes of issues, protect live revenue, and prevent repeat occurrences.
• Help define and execute contingency plans for high-risk activities such as platform migrations, major onsales, or operational changes.
• Promote best practices for event setup, inventory management, and reporting across your partner portfolio.
• Data-driven insight and optimisation
• Use dashboards and operational data to monitor performance across your portfolio, including sales trends, conversion rates, inventory distribution, and adoption of key platform capabilities.
• Identify underperforming events, inventory imbalances, or issues in the ticket purchase journey, and translate insights into practical recommendations that improve sales and partner outcomes.
• Present performance insights and practical recommendations clearly to partners and internal stakeholders, including senior leadership.
• Product feedback and “voice of the partner”
• Capture partner pain points and opportunities and translate them into clear product feedback.
• Provide operational context during solution design, helping Product and Engineering understand real-world workflows and constraints.
• Support pilots, betas, and UAT for features that impact your partners.
• Represent partner needs in product discussions while managing expectations.
• Governance, compliance, and best practice
• Promote best practices for ticketing setup, reporting structures, and operational standards across your partner portfolio.
• Contribute to Partner Success playbooks, templates, and documentation so successful approaches can be repeated and scaled.
• Team collaboration and contribution
• Share your ticketing expertise across the organisation, helping colleagues solve partner and operational challenges.
• Help improve Partner Success processes, tooling, and reporting so the function can scale consistently across regions.
• Maintain calm, structured communication during high-pressure periods and collaborate closely with Business Development, Product, Engineering, and Support teams.

Job-related Skills And Knowledge

Ticketing and live events experience

Significant experience in event ticketing or live entertainment is essential.

Typical backgrounds include ticketing manager, box office manager, operations lead, or platform specialist. You understand seat maps, allocations, onsales, settlements, accreditation/access control, and what tends to break during event week.

Account and stakeholder management

Proven experience managing complex B2B relationships with multiple stakeholders, including senior decision-makers.

You can balance operational, and technical perspectives.

Multi-platform familiarity

Hands-on experience with ticketing systems such as primary ticketing platforms, white-label systems, or venue ticketing platforms.

You understand their capabilities, limitations, and typical operational workarounds.

Product and platform fluency

Comfortable learning new tools and understanding how configuration decisions affect operations and customer experience.

Familiar with concepts such as fee structures, payment gateways, reporting hierarchies, and integrations.

Analytical capability

Comfortable using spreadsheets and dashboards to interpret operational and commercial data and translate it into actionable insights.

Documentation and process thinking

Able to capture requirements, workflows, and decisions in simple language that Product, Engineering, and Support teams can act upon.

IT proficiency

Strong general IT literacy and proficiency with collaboration tools such as Google Workspace or Microsoft Office, along with tools such as Linear/Jira, and MS Teams.

Education And Experience

Bachelor’s degree, diploma, or certificate in a business, IT, or customer-focused discipline, or 3+ years of relevant ticketing or live events experience.

Personal Skills

Calm under pressure

Performs effectively during high-pressure onsales and live event periods.

Ownership mindset

Takes responsibility for outcomes and knows when to coordinate others to deliver results.

Service orientation

Professional, practical, and partner-focused with a long-term relationship mindset.

Communication and presentation

Clear written and verbal communication, comfortable presenting to senior stakeholders.

Problem solving

Able to diagnose operational issues and propose realistic solutions.

Remote collaboration

Experienced working with distributed teams using modern communication tools.

Organisation and prioritisation

Highly organised and capable of managing competing deadlines across multiple partners and events.

How Success In This Role Is Measured

Success in this role is typically measured through:

• partner retention and renewal outcomes
• growth of revenue within your partner portfolio
• adoption of key Nuweb platform capabilities
• successful delivery of major onsales and launches
• partner satisfaction and executive trust
• improved operational reliability and reduced repeat issues

Other Role Information

Travel

Occasional travel within your region and internationally for partner visits, events, and internal meet-ups.

Working hours

This role requires consistent coverage of Americas time zones, with flexibility in working hours.

Location

Remote-first. You may be based in any country provided you can reliably work to Americas time zones and travel when required.

What’s In It For You

Competitive salary and clear progression within Partner Success.

24 days holiday plus local public holidays (increasing to 28 with tenure).

Flexible remote-first working.

Exposure to global partners and complex enterprise ticketing operations.

Learning and development opportunities.

How We Work

At Nuweb Group we execute at speed. If you’re frustrated by organisations that move slowly, you’ll likely thrive here.

We have ambitious goals but stay grounded. Being the best comes from working together, asking the right questions, and continuously improving.

We value openness and grow talent from within. Impact and output matter more than titles.

We openly share financials, strategy, and company updates so everyone understands how the business operates.

We’ve been remote-first since lockdown and see it as a key part of our success. It allows us to work with talented people from anywhere without unnecessary commuting.

But remote-first doesn’t mean remote-only. We bring teams together in person at least twice per year.

These values guide how we hire, operate, and grow.