Customer Success Manager

CrowdIQ is a behavioral and commercial intelligence platform for live sports and entertainment that uses computer vision and crowd analytics to help professional sports organizations make better commercial and operational decisions. The Customer Success Manager will own client relationships while analyzing data, developing recommendations, supporting adoption, and identifying growth opportunities across sports organizations.

Responsibilities:

• Work directly with CrowdIQ data to answer client questions and identify meaningful insights
• Turn raw data into clear, actionable recommendations
• Explore, validate and troubleshoot data using dashboards, BI tools and raw datasets
• Work with tools such as Amazon QuickSight, SQL and AI-enabled analytical tools
• Investigate unexpected results, inconsistencies and potential data issues
• Develop client-facing analyses, reports and presentations that explain what the data shows, why it matters and what a client can do with it
• Work with CrowdIQ's analytics and technical teams when deeper investigation or support is required
• Own day-to-day relationships with assigned CrowdIQ partners
• Understand each organization's business priorities and help identify where CrowdIQ can create value
• Build relationships across departments including Ticketing, Partnerships, Business Intelligence, Marketing, Game Presentation and Operations
• Lead recurring client meetings, account reviews and follow-up
• Serve as a trusted resource who can move comfortably between conversations about data and conversations about the business
• Monitor account health and proactively identify where clients need additional support or engagement
• Help clients integrate CrowdIQ data into their existing workflows and decision-making
• Identify new CrowdIQ use cases based on each organization's priorities and what you see in their data
• Help partners connect CrowdIQ with their existing ticketing, CRM, BI and other data sources
• Share successful use cases and learnings across the client portfolio
• Identify opportunities to expand CrowdIQ into additional departments and use cases
• Surface renewal risks and expansion opportunities to Customer Success and Revenue leadership
• Feed recurring client questions, needs and learnings back into CrowdIQ's product and company strategy

Requirements:

• 3-6 years of professional experience, ideally within a professional sports team, league or venue
• A background in Business Intelligence, Analytics, Strategy, Partnership Insights, Revenue Analytics or another data-oriented business function
• Hands-on experience working with raw data and turning analysis into business recommendations
• Experience with BI and visualization tools. Amazon QuickSight experience is valuable, but experience with comparable platforms is relevant
• Working knowledge of SQL or similar methods of querying and manipulating data
• Experience investigating data quality issues and troubleshooting dashboards or reporting outputs
• Comfort using AI-enabled tools such as Cursor and the ability to learn new technology quickly
• Strong client-facing communication and relationship-management skills
• Strong project-management skills and the ability to manage multiple clients and priorities simultaneously
• Ability to translate complex analysis into a clear business story
• High attention to detail, follow-through and accountability
• You've worked inside a professional sports organization in a role where data was part of your everyday work
• You're the type of person who opens a dataset when something doesn't look right and keeps digging until you understand why
• You can move comfortably between a conversation with a BI team about data and a conversation with a Partnerships or Ticketing leader about what the resulting insight means for their business
• You understand that the value of data isn't the number itself. It's knowing why it matters, who should care and what they can do with it
• Most importantly, you're curious, self-directed and commercially minded. You like solving problems and don't need to be told exactly where to look for the answer
• This is a fully remote position based in the United States
• The role requires regular morning availability to collaborate with our Cape Town-based team, and Eastern Time working hours are preferred
• Periodic travel will be required for client meetings, venue visits, industry events, conferences and company gatherings