Customer Success Manager, Sports and Entertainment

Mashgin is a company focused on revolutionizing the checkout experience through advanced AI technology, serving various high-traffic venues. The Customer Success Manager for Sports & Entertainment is responsible for managing venue relationships, ensuring operational efficiency during events, and proactively monitoring account health and renewal processes.

Responsibilities:

• Own venue-level relationships at stadiums, arenas, and event centers post go-live
• Implement 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 — know what’s happening at your venues before, during, and after high-traffic events
• Conduct renewal forecasting and churn risk identification in partnership with Finance and Sales
• Own escalation for critical issues, especially during live events, end-to-end
• Maintain current account documentation so anyone inside Mashgin can get up to speed without asking you
• Provide data and narrative support for Sales-led QBRs — build the story, Sales delivers it

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