Mashgin is a company that powers innovative checkout experiences using AI technology, serving over 40 million users across various sectors including sports and entertainment. The Customer Success Manager for Sports & Entertainment will manage relationships with venues, ensuring operational success and proactive monitoring of account health, particularly during high-traffic events.
Responsibilities:
- Own venue-level relationships at stadiums, arenas, and event centers post go-live
- Manage a structured 60–90 day hypercare window for every new site after deployment
- Proactively monitor account health, kiosk uptime, transaction volume, and renewal windows across your book
- Ensure event-day readiness, knowing what’s happening at your venues before, during, and after high-traffic events
- Forecast renewals and identify churn risk in partnership with Finance and Sales
- Own escalation for critical issues, especially during live events, end-to-end
- Keep account documentation current enough that anyone inside Mashgin can get up to speed without asking you
- Provide data and narrative support for Sales-led QBRs, building the story for Sales to deliver
Requirements:
- 5+ years in Customer Success, account management, or a post-sale relationship role
- Experience managing accounts in a hardware or SaaS environment
- Ability to translate operational data into clear business narratives
- Proactive by default — you flag risk early and come with a recommended path forward
- Strong documentation habits — your accounts live in the system, not in your head
- Comfortable working cross-functionally across Sales, Finance, Operations, and Engineering
- Comfortable with travel, up to 50%
- Experience working with sports or entertainment venues in a technology, operations, or service capacity
- Familiarity with venue POS systems, concessions technology, or food service operations in a live event environment
- Experience working with foodservice operators