Customer Success Lead, Mid Market

<p>At Hudl, we build great teams. We hire the best of the best to ensure you’re working with people you can constantly learn from. You’re trusted to get your work done your way while testing the limits of what’s possible and what’s next. We work hard to provide a culture where everyone feels supported, and our employees feel it—their votes helped us become one of <a href="https://www.hudl.com/blog/newsweek-top-100-global-most-loved-workplaces-2023">Newsweek's Top 100 Global Most Loved Workplaces</a>.  <br/><br/>We think of ourselves as the team behind the team, supporting the lifelong impact sports can have: the lessons in teamwork and dedication; the influence of inspiring coaches; and the opportunities to reach new heights. That’s why we help teams from all over the world see their game differently. Our products make it easier for coaches and athletes at any level to capture video, analyze data, share highlights and more.<br/><br/>Ready to join us?</p><p></p> <h2>Your Role</h2> <p>We’re looking for a <strong>Customer Success Lead</strong> to support and coach a team of Customer Success Managers. In this role, you’ll focus on creating a customer success program for our “velocity” segment, leaning on automations and other “one-to-many” processes to drive engagement and renewals at scale. You’ll play a crucial role in contributing to the ongoing development of customer success at Hudl.</p> <p>A few of your other priorities will include:</p> <ul> <li><strong>Coaching a team. </strong>While you will not directly manage individual contributors, you will support and work with a group of talented CSMs who take care of elite clubs and other sports organizations across a variety of sports.</li> <li><strong>Drive process improvements to scale. </strong>You’ll work with Senior CS Leads, the CS Director and internal stakeholders to enhance processes related to customer success, such as account health monitoring, onboarding, voice of the customer initiatives, churn assessment and more. </li> <li><strong>Create and maintain CS documentation. </strong>You will be responsible for playbooks, processes documentation, and templates for engagement touchpoints such as kick off calls and business review meetings. </li> <li><strong>Cross-department cooperation</strong>. You’ll regularly work with Revenue Operations, Data Analytics, Marketing, Implementation,  Support, Solution Consultants and Revenue Enablement.</li> </ul> <p>This role is based in Barcelona and requires at least three days in the office per week so we are considering candidates within a commutable distance of our offices in Barcelona.</p> <h2>Must-Haves</h2> <ul> <li><strong>Experienced</strong>. You have a strong understanding of the customer success landscape at Hudl and/or in SaaS businesses, and you’ve held a leadership role. </li> <li><strong>A high volume background. </strong>You know how to manage a large portfolio of mid-market and SMB customers while driving engagement and retention at scale.</li> <li><strong>Data fluency. </strong>You have an understanding of foundational sales data (i.e., revenue, pipeline, retention, churn) and how it’s used day-to-day. You’re experienced in business intelligence platforms, driving insights and optimizing customer success programs.</li> <li><strong>A high performer.</strong> You have a proven track record of achieving NRR improvements. You can reduce churn through data-driven digital engagement and scaled customer success strategies.</li> <li><strong>An engaging communicator.</strong> You possess excellent verbal and written communication skills and meticulous attention to detail. You’re able  to deliver world-class presentations.</li> <li><strong>Industry knowledge. </strong>You have an understanding of the sports technology industry, as well as key products and trends within the market.</li> <li><strong>Cultural knowledge.</strong> You’re adept at working with global teams.</li> </ul> <h2>Nice-to-Haves</h2> <ul> <li><strong>Extra experience</strong>. If you’ve worked in digital and scalable customer success models, ideally leading velocity CSMs team, that would be a big plus.</li> <li><strong>Tech savvy.</strong> Expertise with digital customer success and analytics tools (e.g., Salesforce, Gong) and marketing automation solutions would be a strong plus.</li> <li><strong>Process-focused.</strong> A proven ability to design and implement new processes, as well as improve existing ones, would set you apart.</li> <li><strong>Bilingual. </strong>We operate in a variety of countries, so speaking more than one language would be a strong advantage.</li> <li><strong>Curious.</strong> You have a strong willingness to learn about areas you may not have exposure to (i.e., Hudl products for performance analysis).</li> </ul> <h2>Our Role </h2> <ul> <li><strong>Champion work-life harmony</strong><span>. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, com