Customer Success Manager - Rugby

Customer Success Manager EMEA Rugby (CSM)

Overview 

Stats Perform is the market leader in sports tech. We provide the most trusted sports data to some of the world's biggest organizations, across sports, media, and broadcasting.   

Through the latest AI technologies and machine learning, we combine decades' worth of data with the latest in-game happenings. We then offer coaches, teams, professional bodies, and media channels around the world, access to the very best data, content, and insights.  In turn, improving how sports fans interact with their favourite sports teams and competitions. 

How do they use it? 

• Media outlets add a little magic to their coverage with our stats and graphics packages. 
• Sportsbooks can offer better predictions and more accurate odds. 
• The world's top coaches are known to use our data to make critical team decisions. 
• Sports commentators can engage with fans on a deeper level, using our stories and insights. 

Anywhere you find sport, Stats Perform is there.  However, data and tech are only half of the package. We need great people to fuel the engine. 

We succeeded thanks to a team of amazing people. They spend their days collecting, analyzing, and interpreting data from a wide range of live sporting events. If you combine this real-time data with our 40-year-old archives, elite journalists, camera operators, copywriters, the latest in AI wizardry, and a host of 'behind the scenes' support staff, you've got all the ingredients to make it a magical experience!

Responsibilities:

As a successful Customer Success Manager (Rugby) at Stats Perform, you’ll be responsible for ensuring the success of Stats Perform’s EMEA Rugby 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.

 

 

 

As a Customer Success Manager, you will: 

• 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 activ