Customer Success Manager

Storyteller is a SaaS platform that helps media companies and sports organizations engage their audiences. They are seeking a Customer Success Manager to own and grow a portfolio of core North America accounts, driving adoption and ensuring customer outcomes.

Responsibilities:

• Own a portfolio of core North America customer accounts
• Build strong working relationships with digital, content, marketing, fan engagement, sponsorship, and athletics stakeholders
• Understand each customer's goals, season calendar, workflows, and measures of success
• Run regular customer check-ins that are useful, structured, and outcome-led
• Maintain clear visibility on account health, risks, next steps, and opportunities
• Help customers adopt Storyteller effectively across their apps, websites, and content workflows
• Translate product usage and engagement data into clear recommendations
• Spot under-used features, low adoption, or workflow gaps before they become renewal risks
• Help customers plan around key moments such as season launch, playoffs, tournaments, rivalry games, and major campaigns
• Share best practices across teams without relying on generic playbooks
• Identify expansion opportunities within existing accounts
• Understand where Storyteller and our wider suite of new products could support broader customer goals
• Surface commercial signals to Sales with useful context and customer insight
• Support renewal preparation by keeping account status, value, risks, and stakeholder context clear
• Develop confidence in commercial conversations without needing to fully own the sales process
• Coordinate with delivery and support teams to make sure customer needs are handled cleanly
• Bring product feedback back to the business with enough context to be useful
• Keep internal account notes, actions, and risks accurate and current
• Escalate issues with judgment, urgency, and a clear view of customer impact
• Help improve repeatable CS processes as the team scales

Requirements:

• Experience in Customer Success, account management, client services, or partnerships
• Experience working with sports, media, entertainment, content, digital, or fan engagement teams
• Understanding of how live sport, content calendars, and stakeholder pressure shape customer expectations
• Ability to build trust with customers without needing to be the most senior person in the room
• Organised, responsive, and calm when priorities move quickly
• Enjoy learning products deeply enough to have useful customer conversations
• Ability to think commercially and spot opportunities, even if you have not carried a quota
• Curiosity about how AI can improve your own work and customer outcomes
• Strong ownership and follow-through
• Clear, confident customer communication
• Ability to connect product usage to customer outcomes
• Commercial awareness and curiosity
• Comfort working with sports and media customers
• Good judgment around when to solve, when to coordinate, and when to escalate
• Ability to operate in a fast-moving, evolving environment