Customer Success Manager

Sportsdigita is hiring a Customer Success Manager to build and deliver a proactive, AI-enabled customer success model. The role owns customer support, onboarding and training, project coordination, product feedback, and customer health and revenue partnership.

Responsibilities:

• Use AI to accelerate the queue: draft responses, summarize long threads, cluster recurring issues, and turn resolved tickets into reusable answers
• Hold a high bar on quality. AI drafts it; you own it. Every response goes out clear, accurate, and on-brand
• Treat the knowledge base as a living product, not a graveyard. If a question comes in twice, it becomes self-serve
• Own the customer success inbox — triage fast, answer what you can, escalate what needs product or engineering, and route the rest
• Run onboarding for new customers — kickoff, configuration, first-value guidance, and the follow-through that makes it stick
• Deliver product training 1:1 and in group sessions, including our AI capabilities. You will need to explain what the technology does, where it helps, and where it doesn't
• Build and maintain training materials, walkthroughs, and customer-facing documentation — and use AI to keep them current as the product ships
• Spot the accounts that aren't adopting and get to them before the pattern hardens
• Manage customer-facing projects end to end — timelines, milestones, status, delivery
• Coordinate across product, engineering, and design to get customers what they need, on schedule
• Communicate proactively: what's happening, what's next, what's blocked, and when it clears
• Be the signal path from the field to the roadmap. What customers are struggling with, asking for, and working around should reach product through you — structured, prioritized, and evidence-backed
• Pressure-test new features before they ship and help shape how they're rolled out
• Bring an opinion. We'd rather have a CSM who argues for the customer than one who files the request and moves on
• Work from data, not vibes. Usage trends, engagement patterns, and product signals should drive who you call this week
• Act on early disengagement — declining usage, unresponsive contacts, unresolved frustration — before it becomes a renewal conversation
• Flag expansion signals to the Revenue team: new feature interest, usage limits, expanding use cases, new stakeholders
• Contribute to health scoring with what the data doesn't capture
• Be honest with leadership about which accounts are at risk and why

Requirements:

• 3+ years in a customer-facing role — customer success, support, account management, implementation, or similar
• AI fluency, in practice. You already use tools like Claude or ChatGPT as part of your daily workflow — drafting, summarizing, analyzing, automating. You know how to prompt well, when to trust the output, and when to override it. Tell us what you've actually built or changed
• Genuinely technical curiosity. You learn new tools fast and don't wait for someone to train you. You can navigate a CRM, a help desk, and reporting on your own, and you're comfortable getting into how the product actually works
• Product instinct. You pay attention to why software is built the way it is, and you can translate customer pain into something a product team can act on
• Outstanding written communication. You can write a clear, helpful response under pressure and de-escalate a frustrated customer in a single email
• Strong project management instincts. You don't drop balls. You don't let things sit. You're the person who follows up when nobody else does
• Queue discipline. You can manage a busy inbox, prioritize ruthlessly, and keep response times tight without burning out
• Real customer empathy. You care whether customers succeed. You don't close tickets — you solve problems
• Comfortable teaching. You can run a training session without being thrown by a hard question, and explain technical concepts in plain language
• Tooling experience: help desk platforms (Zendesk, Intercom, Help Scout) and CRMs (Salesforce, HubSpot)
• Documentation experience — you have built or maintained customer-facing docs or a knowledge base
• SaaS experience strongly preferred
• Bonus for anything you've automated across them