Customer Success Manager - US & Canada

Storyteller helps sports organisations, media companies, and content-driven brands engage audiences through Stories and vertical video across their apps and websites. The Customer Success Manager will own a portfolio of North American accounts, drive product adoption and customer value, manage customer relationships and questions, coordinate issue resolution, and support straightforward renewals and growth opportunities.

Responsibilities:

• Become the day-to-day owner for your accounts, with a clear understanding of their goals, workflows, season calendars and measures of success
• Run useful, well-prepared customer conversations with clear actions and follow-through
• Maintain an accurate view of account health, adoption, risks and upcoming priorities
• Keep customers informed and close the loop on commitments
• Help customers use Storyteller consistently across their apps, websites and content workflows
• Use product usage and engagement data to identify barriers and recommend practical improvements
• Spot underused capabilities and workflow gaps before they become renewal risks
• Help customers plan around season launches, playoffs, tournaments, rivalry games and major campaigns
• Connect product activity to outcomes that matter to each customer
• Answer everyday product questions and investigate customer issues using the available context, documentation and product tools
• Resolve what you can and involve Support, Delivery, Product or Engineering when specialist input is needed
• Give colleagues a clear explanation of the customer’s need, the evidence, the impact and the next action required
• Retain ownership of customer communication while others work on the resolution
• Judge urgency carefully, taking account of customer impact, deadlines and the sporting calendar
• Map the users, champions, decision-makers and budget owners within each account
• Build relationships beyond the main contact and identify gaps in stakeholder coverage
• Recognise additional teams, use cases or products that could help customers achieve their goals
• Develop those opportunities enough to give the Account Executive a useful handover
• Prepare renewals early and manage straightforward renewals, escalating commercial complexity where needed
• Quickly become effective in our AI-enabled workflows for account preparation, research, communication and coordination
• Check important claims against reliable sources and product evidence before using them with customers
• Take initiative, form a view and propose sensible next steps when a request is unclear
• Keep account information, actions and decisions accurate and accessible to colleagues
• Apply feedback and improve how you work as our products and processes evolve

Requirements:

• Experience in Customer Success, account management, client services, partnerships or another relevant customer-facing role
• Strong ownership and reliable follow-through, with examples of moving work forward independently
• Practical problem-solving ability and sound judgment about when to act, investigate or involve others
• Clear, confident customer communication, including the ability to explain issues simply and manage expectations
• Interest in sport and familiarity with the US professional and college sports landscape
• The ability to understand how sporting calendars, content priorities and fan behaviour affect customer needs
• Comfort using AI tools and the ability to learn new products and workflows quickly
• Commercial awareness: an understanding of customer value, renewal risk and opportunities for growth
• Organisation and prioritisation skills that allow you to balance incoming questions with proactive account work
• A collaborative approach and willingness to apply feedback
• Working with B2B software or technology products
• Supporting sports, media, entertainment, video, content or digital publishing teams
• Working with content management systems, analytics or connected publishing workflows
• Managing straightforward renewals or identifying expansion opportunities alongside a sales team