Stats Perform · 3 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
3+ years expStats Perform is the market leader in sports tech, providing trusted sports data to major organizations in sports, media, and broadcasting. The Customer Success Manager will ensure the success of customers by fostering relationships, driving product adoption, and maximizing the value of Stats Perform's products.
Sports
Responsibilities
As a successful Customer Success Manager at Stats Perform, you’ll be responsible for ensuring the success of Stats Perform’s customers within your assigned portfolio of accounts. You will act as a trusted advisor, fostering strong customer relationships, driving product adoption, and ensuring long-term customer retention
You will be working to ensure customers achieve their desired business outcomes by effectively adopting and maximizing value from their licensed products and realising a return on their investment with Stats Perform
With your knowledge of your customers’ business, the sports industry and knowledge of Stats Perform products you will be responsible for ongoing engagement, proactive account management, and partnering with cross-functional teams to drive customer satisfaction and loyalty. You will leverage data and insights to optimize the customer experience and drive continuous improvement across the entire customer journey
Own the relationship with assigned customers, focusing on increasing product adoption, supporting renewals in collaboration with the sales team, and ensuring overall customer satisfaction
Establish and maintain relationships with key stakeholders across the customer organization, driving account strategy and growth
Understand customer’s business objectives to anticipate their needs and develop appropriate strategies, including identifying upsell opportunities
Conduct regular business reviews with customers to assess account health, ensuring adoption, benchmarking, and best practice alignment based on agreed KPIs
Monitor potential risks to account health and take pre-emptive actions to mitigate churn
Gather and analyse customer feedback on product usage and adoption, providing actionable insights
Collaborate with internal stakeholders and actively participate in product roadmap discussions, sharing customer insights to align product enhancements with customer needs and strategic objectives
Serve as the customer's advocate, ensuring their voice is represented in discussions with internal teams and that their concerns are addressed
Manage customer escalations and provide regular updates on key support activities and issue resolution
Partner with Technical Success Managers to manage the technical health of customer accounts, coordinating activity on technical queries and collaborating on the preparation of technical insights for customer review meetings
Deliver regular updates on the performance and success management of your customer portfolio
Partner with internal teams to develop case studies, customer success stories, and testimonials based on client experiences
Play an active part within the global Customer Success team, sharing best practices, lessons learned, and strategies for driving customer success
Qualification
Required
Bachelor's degree in business, marketing, or related field
Fluent in both written and spoken English
Strong sporting knowledge
Experienced in reviewing, and verifying, customer contracts and deliverables
3+ years of Customer Success or related experience with a proven track record of success working with enterprise-level clients
Strong communication skills with the ability to communicate effectively with customer and internal stakeholders, including executive leaders
Ability to collaborate with technical teams and assess the technical health of customer accounts
Experience in advocating on behalf of your customer, in an empathetic and customer-centric way
Experience in working cross-functionally with product, marketing, sales and support functions to deliver a seamless customer experience
Demonstrated ability to manage time and the priorities of multiple clients simultaneously, without compromising quality
Ability to use data to monitor account health and identify areas for intervention
Experienced in the delivery of regular account performance and success reports
Ideally a passion for sports and desire to impact the way these sports are managed and consumed
Preferred
High technical aptitude, with a familiarity of data delivery methods such as XML and Restful API preferred
Knowledge of the sports industry specifically in areas of data analytics, data in sports media or data driven team performance
Existing knowledge of Stats Perform's Media and Tech and Data Feeds products and how they align to customer needs and objectives
Additional language capabilities are seen as a positive
Benefits
Mental Health Days Off
No Meeting Fridays
Flexible working schedules
2 days of Volunteering Time Off
Company
Stats Perform
Stats Perform became the market-leading sports technology company across media and tech, betting, and team performance by revolutionizing the richest sports data with unrivaled artificial intelligence.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mike Perez
Chief Operating Officer
Wayne Ford
Senior Vice President, Global Partners & Channels
Recent News
Splento Blog: Videography & Photography on demand.
2023-03-18
2022-10-12
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