Customer Success Manager

This is a fully remote position, open to applicants in United States, +2 more states.

📋 Description

• Manage a portfolio of key customer accounts in North America.

• Foster strong collaborative relationships with stakeholders in digital, content, marketing, fan engagement, sponsorship, and athletics.

• Gain a comprehensive understanding of each customer's objectives, seasonal timelines, workflows, and success metrics.

• Conduct regular, structured customer check-ins that focus on outcomes and provide value.

• Ensure clear visibility into account health, risks, next steps, and potential opportunities.

• Assist customers in effectively implementing Storyteller across their applications, websites, and content workflows.

• Convert product usage and engagement metrics into actionable recommendations.

• Identify under-utilized features, low adoption rates, or workflow deficiencies before they become risks to renewal.

• Aid customers in planning for significant events such as season launches, playoffs, tournaments, rivalry games, and major campaigns.

• Share best practices among teams without depending on generic playbooks.

• Recognize opportunities for expansion within current accounts.

• Understand how Storyteller and our broader suite of products can align with customer objectives.

• Provide valuable commercial insights and context to the Sales team.

• Assist in renewal preparation by maintaining clarity on account status, value, risks, and stakeholder context.

• Develop confidence in commercial discussions without needing to fully manage the sales process.

• Collaborate with delivery and support teams to ensure customer needs are addressed efficiently.

• Relay product feedback to the business with sufficient context to be actionable.

• Ensure that internal account notes, actions, and risks are precise and up-to-date.

• Escalate issues with discernment, urgency, and a clear understanding of customer impact.

• Contribute to the enhancement of repeatable Customer Success processes as the team grows.

⛳️ Requirements

• Possess experience in Customer Success, account management, client services, or partnerships.

• Have experience working with teams in sports, media, entertainment, content, digital, or fan engagement.

• Understand how live sports, content timelines, and stakeholder pressures influence customer expectations.

• Ability to build trust with customers without needing to be the highest-ranking person present.

• Demonstrate organization, responsiveness, and composure in fast-paced situations.

• Enjoy gaining in-depth knowledge of products to facilitate meaningful customer conversations.

• Possess a commercial mindset and the ability to identify opportunities, even without a quota.

• Show curiosity about how AI can enhance both personal work and customer outcomes.

🏝️ Benefits

• Assist teams in utilizing modern video and content products for significant moments that resonate with fans.

• Collaborate with ambitious sports and media organizations throughout North America.

• Join a small, high-trust commercial team that offers real ownership and visibility.

• Develop valuable strategic account management skills while managing your own portfolio.

• Grow alongside Storyteller as we transition from a single-product company to a multi-product platform business.