Director of Customer Success - Competitive

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 Newsweek's Top 100 Global Most Loved Workplaces.  

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.

Ready to join us?

Your Role

We are seeking a high-energy, strategically-minded, and empathetic Director of Customer Success to lead and scale our CS team focused on the High School, Fan and Youth Club segments. You’ll be responsible for defining, developing, and implementing our end-to-end Customer Success program. Your focus will be on providing the best customer experience possible, driving quantifiable value for our customers, and leading your teams to secure revenue retention and growth.

In this role, you’ll:

• Own the retention strategy. You'll develop, optimize, and direct a world-class Customer Success Program focused on driving portfolio engagement, minimizing logo churn (Gross Revenue Retention), and finding opportunities for expansion (Net Revenue Retention).
• Lead and scale the team. You’ll recruit, mentor, and lead a high-performing team of Customer Success Managers and their Leads/Managers, fostering a culture of empathy, accountability, and high performance.
• Be the voice of the customer. You'll serve as the executive "voice of the customer" by collaborating with Product to influence the roadmap, with Sales and Support to ensure smooth handoffs, and with Marketing to identify advocacy opportunities.
• Improve our processes. You’ll redefine, supervise, and ensure adoption of key processes, including the Sales-to-CSM-to-Support handoff, customer onboarding, and customer Quarterly Business Reviews (QBRs).

Our priority is to hire someone for this role who lives near our office in Lincoln or Omaha, Nebraska, or is open to relocating to either of these cities. We do ask our sales leadership to be in the office a majority of the week. 

Must-Haves

• An experienced leader. You have 5+ years of progressive leadership experience in Customer Success, Account Management, or a related role within a SaaS or high-growth technology company, including 3+ years of leading and scaling teams of managers or individual contributors.
• Commercially-minded. You have demonstrable business acumen and a proven track record of owning and achieving revenue targets, specifically Net Revenue Retention and Gross Revenue Retention.
• Data-driven. You are highly skilled in interpreting product usage data, customer sentiment (like NPS and CSAT), and financial reporting to drive strategic action.
• An influential communicator. You can seamlessly shift from troubleshooting an issue with an end-user to presenting a comprehensive retention forecast to senior leadership, with a proven ability to win trust, influence senior stakeholders, and drive organizational change.
• Sports industry knowledge. You have a deep understanding of the high school or youth club sports industry landscape, perhaps as a former coach, athletic director, or sports tech professional.

Nice-to-Haves

• Domain empathy. You can instantly understand the goals and constraints of end-users, like coaches or athletic directors, and speak credibly about their challenges.
• Strategic & Commercial Acumen. You don't just solve problems; you design scalable processes that prevent them, and you view every customer relationship through a financial lens.
• Change Leadership. Proven ability to drive internal organizational change and influence external customer behavior to maximize product adoption.

Our Role

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy. We have an open