Customer Success Manager, Mid Market

Your Role

Our Customer Success Managers look after a portfolio of clients across both the professional and amateur sports industries, ensuring schools and organizations get the maximum benefit and higher ROI out of their subscription. We’re looking for someone to ensure users renew for the next season and purchase additional solutions.

In this role, you’ll: 

• Develop strong customer relationships. You’ll maximize satisfaction across a group of accounts and become a trusted partner for your customers. 
• Be involved in all aspects of support and account management. You’ll demonstrate the products, educate customers and carry out a range of engagement and commercial activities.
• Work toward goals. Throughout the year, CSMs work toward the achievement of quarterly and yearly renewal targets. You’ll run meetings to understand client needs and identify opportunities for upselling additional services.

This role requires three days in the office per week, so we're currently considering candidates who live within a commuting distance of our office in Sydney.

Must-Haves

• Experienced. You’ve held a client-facing role, preferably in a technology company. 
• Excellent communicator. Presentation skills are key in this role.
• Technology-savvy. We don’t expect you to build an API, but you should understand what an API is and be able to pitch that to clients.
• A relationship builder. In order to drive expansion and renew customers, relationships are key.
• Travel. You’re happy to hit the road and visit customers on a consistent basis, as frequently as monthly trips.

Nice-to-Haves

• Sports background. If you’ve been active in the sports industry, that’s a big plus.
• Salesforce experience. Previous knowledge of this software would be an asset, but not required.
• Proactive. You enjoy going the extra mile to help a customer. Seeking out ways to help them improve their product experience is a step you like to take. 
• Analytical. You’re comfortable looking through metrics that showcase user behavior and engagement.
• Autonomous. You’re a self-starter and are able to take initiative to solve problems.
• Project management. You’ll be working with multiple stakeholders both internally and externally. Being able to multitask is essential.

Our Role

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, 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, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas.
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech you need to do your best work.
• Support your wellbeing. Depending on location, we offer medical and retirement benefits for employees—but no matter where you’re located, we have resources like our Employee Assistance Program and employee resource groups to support your mental health.

Compensation