Customer Success Manager

Customer Success Manager

Manage and grow strategic B2B customer relationships in a fast-moving SaaS environment for the sports, media, and digital content ecosystem. You’ll be the primary point of contact for a portfolio of high-value accounts, ensuring product adoption and measurable business outcomes.

Responsibilities

• Own a portfolio of customer accounts: maintain strong relationships, drive adoption, and ensure ongoing business value
• Serve as a trusted advisor by understanding customer goals and coordinating internal teams to deliver outcomes
• Build relationships with stakeholders across content, marketing, digital, fan engagement, sponsorship, and athletics
• Run structured customer meetings covering outcomes, account health, adoption, and future opportunities
• Monitor engagement, identify risks, and proactively address adoption challenges
• Help customers maximize value across digital platforms and content workflows
• Analyze usage/engagement data to provide recommendations and best practices
• Identify expansion opportunities and collaborate with commercial teams for growth and renewal readiness
• Maintain accurate account information, customer insights, action plans, and documentation
• Coordinate with product, support, and delivery teams; share customer feedback to improve customer success processes

Requirements

• Experience in Customer Success, account management, client services, partnerships, or another customer-facing role
• Track record working with B2B customers and managing ongoing client relationships
• Strong communication skills and ability to build trust with diverse stakeholders
• Ability to connect customer goals to product capabilities and measurable outcomes
• Strong organization and ability to manage multiple accounts, priorities, and deadlines
• Comfortable working independently while collaborating cross-functionally
• Commercial curiosity and ability to identify growth opportunities
• Interest in sports, media, entertainment, content, digital products, or audience engagement
• Ability to remain calm and solution-oriented in a fast-changing environment
• Curiosity about technology and how AI can improve workflows and customer experiences

Nice-to-haves

• Experience with SaaS products or digital platforms

Location / Timezone

• Based in the United States
• Availability to work reliably within the Eastern Time zone