Customer Success Manager

Stats Perform is the market leader in sports tech, providing trusted sports data to major organizations in sports, media, and broadcasting. The Customer Success Manager will ensure the success of customers by fostering relationships, driving product adoption, and maximizing the value of Stats Perform's products.

Responsibilities:

• As a successful Customer Success Manager at Stats Perform, you’ll be responsible for ensuring the success of Stats Perform’s 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
• 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 active part within the global Customer Success team, sharing best practices, lessons learned, and strategies for driving customer success

Requirements:

• Bachelor's degree in business, marketing, or related field
• Fluent in both written and spoken English
• Strong sporting knowledge
• Experienced in reviewing, and verifying, customer contracts and deliverables
• 3+ years of Customer Success or related experience with a proven track record of success working with enterprise-level clients
• Strong communication skills with the ability to communicate effectively with customer and internal stakeholders, including executive leaders
• Ability to collaborate with technical teams and assess the technical health of customer accounts
• Experience in advocating on behalf of your customer, in an empathetic and customer-centric way
• Experience in working cross-functionally with product, marketing, sales and support functions to deliver a seamless customer experience
• Demonstrated ability to manage time and the priorities of multiple clients simultaneously, without compromising quality
• Ability to use data to monitor account health and identify areas for intervention
• Experienced in the delivery of regular account performance and success reports
• Ideally a passion for sports and desire to impact the way these sports are managed and consumed
• High technical aptitude, with a familiarity of data delivery methods such as XML and Restful API preferred
• Knowledge of the sports industry specifically in areas of data analytics, data in sports media or data driven team performance
• Existing knowledge of Stats Perform's Media and Tech and Data Feeds products and how they align to customer needs and objectives
• Additional language capabilities are seen as a positive