As EventConnect continues to grow, so does the team behind the platform. In Episode 6 of the Customer Success Stories Series, Sarah sits down with Mackenzie to talk about what it really means to scale customer success — not just through technology, but through people.
This conversation explores how EventConnect blends high-touch service, smart systems, and internal growth opportunities to support events, partners, and team members alike.
Where Customer Success Meets Growth
One of the defining characteristics of EventConnect is that customer success doesn’t live in a single role or department.
In the episode, Mackenzie walks through the Account Coordinator role as an example — a position focused on connecting team managers with hotel accommodations, consuming room blocks, supporting clubs and VIPs, and ensuring teams have what they need to attend events successfully.
But the bigger takeaway is this:
Customer success is a company-wide mindset, not a job title.
As EventConnect scales, so does the opportunity for team members to move, grow, and evolve across roles — from customer service to account coordination, procurement, account management, product collaboration, and leadership.
Scaling Service Without Losing the Human Touch
Technology plays a major role in enabling scale at EventConnect — but the episode makes it clear that human connection is still central to the experience.
While the platform supports communication through chat, email, and text, Mackenzie emphasizes the importance of voice. Hearing a real person, understanding nuance, and building trust through conversation often makes the difference.
That balance is intentional.
EventConnect invests in systems that:
- Reduce friction
- Surface the right data
- Support efficiency at scale
…while still prioritizing roles that require:
- Empathy
- Judgment
- Creativity
- Clear communication
It’s not automation instead of people — it’s technology that allows people to do their best work.
Collaboration Across the Entire Company
Another recurring theme in Episode 6 is how interconnected the work is across departments.
Roles like Account Coordinator sit at the center of that collaboration — working closely with:
- Account Managers
- Hotel Procurement teams
- Product and Development
- Leadership
That exposure gives team members a broad understanding of the business and creates natural pathways for growth. Many people at EventConnect start in one role and transition into others as they build experience, confidence, and perspective.
It’s a structure designed to develop talent, not silo it.
Hiring for Curiosity, Communication, and Care
When discussing hiring, the focus isn’t on finding people with perfect technical backgrounds.
Instead, EventConnect looks for candidates who:
- Care about people and experience
- Communicate clearly and authentically
- Are willing to learn
- Thrive in fast-moving, ever-changing environments
- Bring creativity and a sense of humor to problem-solving
Technical skills can be taught.
Customer service instincts are harder to train.
That philosophy allows people from a wide range of backgrounds — sports organizations, customer service, sales, hospitality, and events — to build meaningful careers inside the company.
Leadership, Support, and Mobility
One of the most powerful moments in the episode comes when Mackenzie reflects on her own growth — transitioning from leading day-to-day work to thinking strategically about the future of the company.
That kind of progression is supported by:
- Accessible leadership
- Strong internal support systems
- Subject-matter experts across teams
- A culture where questions are encouraged
New hires aren’t expected to know everything — they’re supported while they learn.
For many early-career professionals, EventConnect becomes a place to build real-world experience, develop leadership skills, and see their impact materialize inside a growing platform.
Why Customer Success Is a Strategy, Not a Department
At scale, customer success becomes more than support — it becomes a competitive advantage.
By combining:
- Thoughtful technology
- Strong internal collaboration
- Human-first service
- Career mobility
EventConnect ensures that growth benefits everyone involved — partners, teams, families, hotels, and employees.
Customer success isn’t just how problems get solved.
It’s how trust gets built.
Want to Learn More?
Whether you’re an event owner looking for a partner who understands both technology and hospitality — or someone interested in building a career in a fast-growing, people-first company — there’s room to grow at EventConnect.
To see how EventConnect supports events at scale:
👉 Book a demo
Explore current and upcoming career opportunities:
👉 Apply Now