Senior Customer Success Manager

We are looking for a Senior Customer Success Manager to join the Spiideo team!

Spiideo is a global leader in automated, cloud-based solutions for sports video analysis and streaming. Trusted by thousands of organizations worldwide, Spiideo serves some of the most renowned professional and collegiate teams, media companies, and leagues and federations.

Join the Customer Success team if you would love the opportunity to work with some of the largest and fastest growing Media companies and Leagues in North and South America using Spiideo.

We strongly encourage women and individuals from diverse backgrounds to apply, as we believe that a variety of perspectives drives innovation and success within our team.

This role is based in Philadelphia, USA and you will report directly to the VP of Customer Success. 

The role:

In this role, you will manage our largest, most strategic customers across the Americas using Spiideo which include mostly Media Companies or Leagues & Federations. 

Your responsibilities include, onboarding and training, driving renewals and upselling, and ensuring customers fully maximize the value of Spiideo.

You will be project manage new camera installation roll outs, work with our development team to ensure smooth product implementations, coordinate and prepare for large events, tournaments, or season-starts with our Support & Operations team, conduct QBRs, managing day-day customer interactions, regularly meet with customers to drive improvement, and coordinate with Sales on specific growth initiatives.

Core responsibilities:

• Onboarding & Implementation: Lead and oversee the successful onboarding of new customers, managing timelines, resources, and communication for complex, multi-stakeholder implementations.
• Customer Satisfaction: Provide strategic guidance and operational support to help customers unlock the full potential of Spiideo’s solutions
• Renewals: Proactively manage the renewal process, driving retention and renewal targets through strategic planning and consistent follow-ups.
• Upsell & Expansion: Collaborate with customers to identify opportunities to expand their use of Spiideo’s solutions, driving adoption and revenue growth.
• Churn & Escalation Management: Develop and execute proactive engagement plans to reduce churn, addressing challenges with tailored strategies and solutions.
• Stakeholder Relationship Management: Build and maintain trusted partnerships with senior-level stakeholders
• Operational Excellence: Coordinate and optimize internal and external processes to support complex projects, including cross-functional collaboration, resource allocation, and milestone tracking.
• Project Management: Own the end-to-end execution of large-scale customer initiatives, ensuring timely delivery, alignment with customer goals, and measurable outcomes.

What type of customers would you manage?

Our largest Media Companies & Leagues across North and South America using Spiideo for Spiideo Play (broadcasting), Spiideo Replay (VAR), or Spiideo Perform & League Exchange for teams within those leagues.

• Media Companies
• Leagues and Conferences

Some examples include United Soccer League (USL), NBC Sports, ESPN World Wide of Sports, SeeUPlay (Mexico), BlackBear Sports Group, etc.

What we are looking for:

• Minimum 5 years experience with similar role
• Sports tech or Sports media industry preferred
• Experienced with senior-level stakeholder management and communication
• Strong time-management and prioritization skills
• Ability to manage multiple complex projects and driving to completion
• Very process-driven and structured approach to working
• Self-motivated, takes initiative, positive, team first attitude
• Excellent ability to train customers via Webinars, 1on1 meetings, conduct QBRs, etc.
• Passion for customer success and get joy out of seeing our customers succeed

What we can offer:

• A fun, highly skilled & motivated team with experience from world-leading companies
• A fast-growing sports tech startup with a global footprint
  
• A work environment where you use the latest, modern technologies & tools
• Company offsite and team gatherings (1-2x per year)
• A place where we prioritize self-learning through regular feedback, tools, or whatever you need to accelerate your skills & career
• Opportunities to shape your own career development. The more responsibilit