Hometown Tickets, LLC

Compensation

Full Description

Hometown empowers schools with seamless digital tools for ticketing, fundraising, and event management, enabling them to create memorable in-person experiences that bring communities together. As a trusted partner dedicated to supporting athletics, arts, and extracurricular activities, we help schools generate vital funding to ensure every student has access to enriching opportunities. With a deep passion for serving those who shape our future, we make event operations effortless – so schools can focus on what truly matters: creating lasting impact in their hometowns. Job Description: Location: Remote (Pacific, Mountain & Central Time Times Preferred) Who We Are: Hometown empowers schools with seamless digital tools for ticketing, fundraising, and event management, enabling them to create memorable in-person experiences that bring communities together. As a trusted partner dedicated to supporting athletics, arts, and extra curricular activities, we help schools generate vital funding to ensure every student has access to enriching opportunities. With a deep passion for serving those who shape our future, we make event operations effortless - so schools can focus on what truly matters: creating lasting impact in their hometowns. Role Summary: The Digital Customer Success Manager is a revenue-focused role responsible for driving growth across Hometown’sGrowth Segment segment. Supporting a wide variety of clients in a one-to-many model, the Digital CSM leads proactive outreach, product adoption, and account expansion efforts. This role is quota-carrying, with a focus on retention, upsell, and cross-sell targets through strategic outbound engagement and scaled enablement. Success in this role is measured by the Digital CSM’s ability to generate revenue from existing accounts, uncover new opportunities, and grow the lifetime value of Hometown’s broad customer base. Key Responsibilities: Revenue Growth & Expansion (Primary Focus) Own a monthly/quarterly revenue quota tied to upsells, cross-sells, renewals, and expansion within assigned accounts. Execute high-volume, high-quality outbound campaigns (calls, emails, other) to identify and close revenue-generating opportunities. Pitch relevant features and premium services that align with client needs and drive additional value. Partner with CSM leadership to define portfolio strategy, segmentation, and messaging across the book. Customer Engagement & Retention Monitor account activity and health to proactively intervene and retain at-risk customers. Deliver virtual check-ins, campaign-based engagement, and “light touch” relationship management for long-term retention. Reinforce Hometown’s value proposition through performance metrics, best practices, and results-driven communication. Platform Expansion Across Solutions Serve as a platform advocate, helping customers recognize and adopt the full suite of Hometown solutions—fundraising, ticketing, and websites. Identify and execute cross-product expansion opportunities to deepen client engagement and grow account value. Collaborate with cross-functional teams to coordinate expansion efforts and ensure solution alignment. Renewals Own and manage the renewal process for your book of business, ensuring timely outreach and contract continuation. Identify potential risk factors early and develop strategies to mitigate churn. Collaborate with cross-functional teams (Sales, Support) to resolve issues that may impact renewal likelihood. Track and forecast renewal performance to meet assigned revenue targets. Drive Adoption for New Customers Proactively introduce customers to key features and capabilities that maximize platform usage. Deliver scalable training and communication materials (e.g., webinars, guides, videos) to accelerate adoption. Customer Insights & Operational Excellence Use Salesforce and internal dashboards to track outreach, pipeline activity, and forecast against quota. Analyze customer data to inform engagement strategies and surface opportunities for platform expansion. Capture customer feedback and advocate for product enhancements or marketing alignment where needed. Success Indicators (Quota-Centric): Revenue Retention & Expansion: Performance against upsell, cross-sell, and renewal targets Quota Attainment: Achievement of monthly/quarterly revenue goals Feature/Product Adoption Rates: Metrics tied to value-driving platform usage Customer Health & Engagement Scores: Indicators of retention and account stability Outbound Activity & Conversion Rates: Outreach volume, conversion to pipeline, and closed revenue CRM Accuracy & Forecasting Hygiene: Precision in pipeline management and reporting Who You’re Accountable For: Individual contributor: This position would act as an individual contributor and have no supervisory or direct reports responsibilities. Preferred Education and Experience: 2+ years in a customer success, account management, or SMB sales role within SaaS, EdTech, or ticketing Proven track record of meeting or exceeding quotas in a revenue-generating role Bachelor’s degree or equivalent combination of education and experience Strong familiarity with Salesforce, CRM usage, and basic reporting tools Outstanding written and verbal communication skills—especially persuasive outreach and follow-up Ability to balance customer-centricity with sales urgency and target discipline Strong time management, prioritization, and multitasking in high-volume environments Time management skills, with the ability to manage and coordinate multiple projects simultaneously. Proficient with Microsoft Office, GSuite or related software. Physical Requirements: Primarily remote/desk-based with regular computer use Occasional travel may be required for conferences, team summits, or client events Must be able to stand/walk for long durations at events when necessary Hometown values the importance of demonstrating to our customers that we care and are invested in our product and how it can be the best solution for them. All Hometown employees have a minimum amount of client events they must attend per year. This may include traveling to local client sites and could include standing and walking for prolonged periods of time, and while outdoors in various weather conditions Why Join the Hometown Team? At Hometown, you’ll be part of a mission-driven company dedicated to making a significant impact on education through innovative solutions. Here are just some of the benefits of joining the Hometown team: Flexible PTO with no annual maximum. 11 holidays and extended winter break. 401(k) - up to 4% match. Medical, dental, and vision insurance plans offered. Employer HSA contribution. Opportunities for virtual and in-person collaboration/social events. Hometown is an equal opportunity employer. It does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status. We equip athletic directors, coaches, and school administrators with the tools they need to manage their departments communications, live events and fundraisers. From keeping your community in the know, to running fundraisers, to hosting games and events – Hometown is your trusted partner. Through powerful websites and communication tools, digital ticketing and event management, and online fundraising, Hometown is the single place to bring your community together and generate the funds needed to enable students to reach their full potential.