Account Management & Growth

• Manages highest-value US enterprise accounts with a $8M ARR portfolio across 94 accounts

• Ranked #1 globally in core engagement metrics in Q3 and Q4 2025; Promoted from Strategic Advisor to Senior CSM after one year

• Conducted Quarterly Business Reviews (QBRs) to align on business objectives, quantify platform ROI, and proactively identify underutilized features and new lines of business to drive expansion

AI, Product & Technical

• Built AI-powered artist tagging system leveraging LLM prompt engineering via OpenAI API; led cross-functional rollout with product and product marketing teams to drive feature adoption across thousands of events, with solution incorporated into production roadmap

• Completed 6-month Engineering rotation focused on production debugging and QA (Snowflake SQL, Splunk, Datadog, Sentry), enabling independent bug reproduction and technical investigation for enterprise clients

• Served as API product expert managing consumption-based usage caps for high-value customers in partnership with product and engineering — assessing needs, provisioning resources, and ensuring customers maximized value from their API investment

• Established an internal API training program and Office Hours to build technical acumen across the CS org

Partnership & Distribution

• Led partnership integrations with Spotify, Jambase, Songkick, and Google, expanding event distribution across major discovery platforms and reaching over 100,000 new users

• Identified untapped distribution opportunity for key account, which drove integration with Spotify partnership resulting in 10% ticket sales growth

• Built scalable engagement playbooks using ChurnZero and Groove — automating notifications, outreach campaigns, and triggered actions based on customer engagement metrics to balance high-touch strategic accounts with efficient coverage across the full portfolio

• Developed and directed Halloween and New Years Eve creator outreach campaigns, to support company’s largest customers with seasonal event and marketing strategy; coordinated with data, marketing, and brand teams to ensure high engagement and measurable impact.

• Trained 65 new customers on platform utilization to help them achieve their revenue goals.

• Leveraged deep events industry connections to support sales efforts, contributing to a successful $140k deal with SF Sketchfest in Q3 2024.

• Represented Eventbrite at the 2024 National Independent Venue Alliance (NIVA) conference in New Orleans; ran the trade floor booth and provided technical expertise to support high-level sales initiatives.

• Contributed technical expertise to product development, including AI-powered chatbots, data models for event search ranking, and new product roll outs, aligning product advancements with customer needs.

Program Management

• Developed processes and automations to improve internal efficiencies, to increase value for customers, and to drive sustained growth; acted as liaison between customers and internal stakeholders

• Managed the implementation of and the documentation for internal applications including managing product requirements, timelines, and resources to ensure successful delivery.

• Designed, supervised, and iterated on calendaring processes for a multi-venue complex with four event halls, multiple account managers, and multiple shows per space per night (averaging 25 events per week).

Technical

• Implemented ticket forecasting software using SQL, Python, and JavaScript, leveraging Bayesian statistics and past ticketing data, leading to increased accuracy in business forecasting and cost savings.

• Integrated partner ticketing API into internal systems to generate financial reconciliations and forecasts.

• Tracked trends in customer and business data; reported on OKRs to leadership team.

• Built custom calendar displays for public consumption.

• Designed, built, deployed, and maintained multiple company websites as well as built and maintain computer applications to support the business.

Stakeholder Management

• Developed and directed special events to engage local stakeholders and community members.

• Facilitated production plans for community partners including resource management, calendaring, and marketing.

• Responded quickly and professionally to customer requests; assisted with technical, logistical, and financial questions.

• Strategically marketed and calendared events to maintain lively venue atmosphere.

• Incorporated customer feedback and insights to increase engagement and retention.

• Engaged with customers to implement the company's SaaS offering of proprietary online web apps.

• Provided technical support for customers; created sample projects to illustrate features.

• Conducted customer surveys to validate product roadmap, and generate key success metrics for analysis.

• Oversaw A/B testing on multiple video layouts to maximize click-through rates for shopping calls-to-action.

• Oversaw design and implementation of customer-facing analytics dashboards; owned analytics roadmap.

• Prototyped responsive design layouts using HTML, CSS, and JavaScript.

• Oversaw four person video & application production department.

• Managed multiple customer facing projects worth over $1,000,000.

• Led communication with major clients such as Fox, CBS, Globo, Silicon Valley Bank.