Partner Success Manager
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 unforgettable fan experiences.
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
To own the success, growth, and operational health of a portfolio of Nuweb’s most important partners across the world.
You will use your deep ticketing and live events experience to help complex partners run better on Nuweb, build strategic relationships, maximise platform value, and protect and grow revenue over time.
You will 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.
You’ll also help shape how Partner Success operates, sharpening our playbooks and feeding structured partner insight back into Product, Engineering, and Business Development.
What you’ll do
1. Strategic account ownership
- Own a portfolio of key partners and build strong, long‑term relationships with senior stakeholders.
- Understand each partner’s current setup and where Nuweb can create the most impact.
- Translate partner goals into clear account strategies, plans, and success measures.
- Run regular reviews that highlight performance, value delivered, risks, and growth opportunities.
2. Partner success planning, onboarding, and adoption
- Lead or co‑lead onboarding and expansion projects, working closely with Product, Business Development, and Engineering.
- Map legacy ways of working and help design future‑state processes on Nuweb.
- Drive adoption of priority features (e.g. pricing tools, refund protection, instalments, resale, access control) and track their impact.
- Ensure configuration decisions support both partner objectives and day‑to‑day operations.
3. Operational reliability and issue management
- Act as senior point of contact for escalations, especially around major onsales and key events.
- Use your ticketing background to help get to root cause, protect live revenue, and prevent repeat issues.
- Help define and follow cutover and contingency plans for high‑risk activity.
- Champion data quality and operational hygiene across your accounts.
4. Data‑driven insight and optimisation
- Use dashboards and data to monitor performance: sales, conversion, inventory, feature adoption, and operational KPIs.
- Spot underperformance or friction in buying flows and turn findings into clear, practical recommendations.
- Combine data with feedback from tickets, partner conversations, and on‑site observations to refine pricing, on‑sale strategy, and user experience.
- Present insight clearly to partners and internal stakeholders, including senior decision‑makers.
5. Product feedback and “voice of the partner”
- Capture partner pain points and opportunities and turn them into clear product input grounded in real operations.
- Provide partner context into solution design and validation for relevant features.
- Participate in pilots, betas, and UAT, supporting smooth rollout and adoption for your partners.
- Maintain a prioritised view of partner needs and represent them in roadmap discussions without over‑promising.
6. Governance, compliance, and best practice
- Work within Nuweb’s governance and compliance frameworks (e.g. GDPR, PCI, local refund/resale rules) and flag risks early.
- Promote Nuweb best practice for ticketing setup, reporting, and on‑site delivery across similar partner types.
- Contribute to Partner Success playbooks, templates, and checklists so successful approaches are repeatable.
7. Team contribution and collaboration
- Share your ticketing and live events experience through day‑to‑day collaboration and feedback on how we work with partners.
- Help improve Partner Success processes, tooling, and reporting so we can scale across regions.
- Model calm, structured communication during high‑pressure periods and be a reliable partner to Business Development, Product, Engineering and Support.
Job‑related skills and knowledge
- Ticketing and live events experience:
Significant experience in event ticketing or live entertainment (e.g. ticketing manager, box office manager, operations lead, platform specialist). You understand core concepts like seat maps, allocations, onsales, settlements, accreditation/access control, and what tends to break around event week.
- Account and stakeholder management:
Proven experience managing key accounts or complex B2B relationships with multiple stakeholders, including senior executives, balancing commercial, operational, and technical perspectives.
- Multi‑platform familiarity:
Hands‑on experience with one or more ticketing platforms (primary, white‑label, or venue systems) and the ability to compare capabilities, limitations, and typical workarounds.
- Product and platform fluency:
Confidence in learning new tools and understanding how configuration choices affect operations and customer experience (fees, gateways, reporting structures, integrations).
Comfortable using spreadsheets and dashboards to interpret commercial and operational data and turn it into clear actions.
- Documentation and process thinking:
Able to capture requirements, flows, and decisions in simple language that Product, Engineering, and Support can act on.
Strong general IT literacy and high proficiency with Google Workspace and/or Microsoft Office, plus collaboration tools such as Linear/Jira, Confluence, and Slack (or equivalents).
- Education and experience:
Bachelor’s degree, diploma, or certificate in a business, IT, or customer‑focused discipline, or 5+ years of relevant ticketing/live events experience instead of formal qualifications.
Personal skills
Performs effectively during high‑pressure onsales and event periods; stays clear‑headed when things break.
Takes responsibility for outcomes, not just tasks, and knows when and how to pull in others.
Professional, practical, and partner‑focused, with a long‑term view on relationships and renewal.
- Communication and presentation:
Strong written and verbal communication; confident delivering presentations, training, and demos to groups and senior stakeholders, and able to explain technical concepts in plain language.
- Problem‑solving and critical thinking:
Able to diagnose issues, distinguish symptoms from root causes, and propose realistic solutions.
Experienced working with distributed teams using tools such as Google Meet, Teams, Front, and email.
- Collaboration and teamwork:
Works well with cross‑functional teams and respects different perspectives and constraints.
- Adaptability and learning:
Quick to learn new systems and processes; comfortable in a dynamic, fast‑changing environment and open to feedback.
- Time management and organisation:
Highly organised, with strong prioritisation skills and the ability to manage competing deadlines across multiple accounts and events.
Other role information
Willingness to travel within your region and occasionally internationally for partner visits, training, events, and internal meet‑ups.
- Transport and accessibility:
Reliable means to commute to partner sites when required.
Flexibility in your local working hours to align with partner needs across different time zones.
Remote‑first. UK based, with flexibility to align with partner needs across time zones and meet travel requirements.
What’s in it for you
- Competitive salary and clear progression within Partner Success.
- Annual revenue‑based company bonus scheme.
- 24 days holiday plus local public holidays (increasing to 28 with tenure).
- A collaborative, creative, and fun workplace culture.
- Flexible working schedules and remote‑first working.
- Learning and development opportunities, including exposure to global partners and complex enterprise projects.
How we work
At Nuweb Group we execute at speed. If you’re frustrated by organisations that move at a snail’s pace, you’ll fit in here.
We have ambitious goals but stay grounded. Being the best comes from working together, asking the right questions, and constantly improving.
We value openness and grow talent from within. Impact and output matter more than job titles.
We openly share financials, shareholder updates, and strategy. We are open by default and encourage everyone to be curious and understand the decisions we make.
We’ve been remote‑first since lockdown, and see it as a key part of our success. It lets us work with top talent from anywhere, without wasting time on commutes.
But remote‑first doesn’t mean remote‑only. Getting teams together in person matters – we do this at least twice per year. These values are non‑negotiable. They are the compass for how we hire, operate, and grow. If they resonate with you, there’s a strong chance you’ll thrive here.