Overview

As our Account Manager you will be the primary strategic partner for a select portfolio of marquee clients in the live entertainment and theatre sector. You'll foster deep relationships, handle renewals, identify upsell opportunities and be the cornerstone between client and internal teams - while being backed by a dedicated support team that handles day-to-day enquiries.

The ideal candidate will have a strong background in Client Relationship Management within the Live Entertainment sector with proven experience of designing and implementing key account management processes. Successful candidates will bring excellent communication and interpersonal skills to effectively manage client expectations and provide clear technical guidance, training and support to ensure they get maximum benefit from one of the leading ticketing systems in live entertainment. A solid understanding of ticketing system functionality and user workflows is required, along with the ability to troubleshoot issues and drive solutions. The ability to manage multiple key client accounts simultaneously is important and experience of working in the live entertainment/theatre markets is essential.

The Role

What You'll Do

• Own the client relationship from strategy to execution
• Serve as the primary point of contact for key live entertainment & theatre clients.
• Lead regular client meetings, workshops, and business review sessions.
• Handle client feedback and surface insights across the company.

Report directly to the Chief Commercial Officer and deliver regular updates on client relationships to the senior leadership team

• Review, develop and implement clear structures and processes to ensure successful ongoing key account management as the business grows.
• Provide regular updates to the senior leadership team.

Manage renewals and commercial growth

• Develop renewal strategies and execute contract extensions and upsells.
• Identify new revenue opportunities.

Enable success and adoption

• Work alongside internal teams to ensure client satisfaction and product adoption.
• Drive proactive solutions and navigate client escalations with urgency and finesse.

Collaborate internally to scale impact

• Partner with Sales, Product, Support, and Marketing to align on strategic client needs.
• Relay client insights and use cases to inform product roadmap and go-to-market strategies.

Strategic insights & reporting

• Track client health via KPIs - usage, adoption, satisfaction, churn risk.
• Provide regular updates and actionable recommendations for expansion or risk mitigation.

Skills & Experience

• Experience in Ticketing: Prior experience in or working closely with a ticketing software platform or similar SaaS tools.
• Client Relationship Management: Ability to build and maintain meaningful relationships with clients and a proven track record of managing key client accounts
• Industry Knowledge: Familiarity with the live entertainment and theatre industries.
• Process and Documentation: Experience in the functional requirements of running a client relationship, including using CRM tools to track and share knowledge.
• Technical Proficiency: Strong understanding of ticketing system functionality & workflows, and system configuration.
• Analytical Skills & Problem-Solving: Strong analytical skills to assess & understand client needs and recommend tailored solutions. Plus skilled in troubleshooting technical and process-related client requests.
• Communication: Excellent written and verbal communication skills to convey technical concepts to non-technical stakeholders.
• Training and Support: Experience in delivering client training sessions and creating user documentation.
• Time Management: Ability to manage multiple client relationships simultaneously while meeting deadlines.
• Collaboration: Comfortable working with cross-functional teams, including sales, support, and technical teams.
• Knowledge of API Integrations: Understanding of what API integrations in ticketing software covers and the ability to learn the implementation steps in order to train clients.

What we offer

• Annual salary between £50k-£70k, dependent on experience.
• Hybrid working based out of Holborn, London - our office days are Monday, Wednesday and Friday.
• A substantial annual ticket allowance so you can experience the latest in live entertainment.
• Private Health Insurance (AXA).
• Pension: Monthly - 3% contribution from Line-Up, minimum 5% contribution from you.
• Free breakfasts at the office.
• A high-performing team to join, with a supportive and inclusive culture and lots of learning & development opportunities.
• A company that cares about work - life balance.

About us

We\'re product-focused, always putting the user first and pushing to make buying and selling a ticket a better experience.

Line-Up has been around for over a decade but we launched our ticketing platform in Spring 2016. Since then we\'ve worked with hundreds of customers around the world including some of the most prestigious live entertainment brands.

We believe in providing exceptional customer support and putting the user at the centre of everything we do.

Above all, we\'re a group of driven people, passionate about building great technology, the right way and providing it to an engaging industry that we love being part of.

Diversity at Line-Up

We are an equal opportunities employer, passionate about collaboration, inclusivity, and equality. We are continuously looking for powerful ideas, fresh perspectives, and incredible talent in all directions. We welcome candidates with diverse professional and personal experiences that contribute to their unique perspectives and approaches to problem-solving. We evaluate qualified applicants without regard to race, colour, national origin, religion, sex, sexual orientation, gender identity, disability, or any other legally protected status. Please let us know if you would require any reasonable adjustments.

Apply

Apply via LinkedIn or email us at jobs@lineupnow.com with your CV.

No recruiters please.