Enterprise CSM - North America

About ScorePlay

ScorePlay is revolutionizing sports media by transforming how content is captured, managed, and delivered. Founded in 2021 and headquartered in New York City, our AI-powered SaaS platform streamlines workflows for over 200 customers including top NFL, NBA, and MLS teams alongside major leagues like FIBA, UEFA, MLS, and LPGA. With 3x year-over-year growth and 100% retention, we're backed by 20VC, Seven Seven Six, and elite athletes like Kevin Durant, Giannis Antetokounmpo, and Alex Morgan. ScorePlay is at the forefront of modern sports storytelling, with its approach to empower organizations through dynamic technology to connect athletes, broadcasters, and sponsors worldwide, empowering organizations to engage fans in real time.

We're growing

At ScorePlay you will be joining a growing company, take ownership and autonomy of your work, and contribute to building a product that changes the sports media landscape. We will provide you with a range of tools here at ScorePlay such as Linear, Notion, Claap and Slack to help you with your work.
Position Summary:
As a Customer Success Manager, you will work closely with our customers in North America to ensure the overall satisfaction, retention, and growth of our customer base. This pivotal role involves implementing customer success strategies, collaborating with cross-functional teams, fostering a customer-centric culture within the organization, successfully onboard clients, drive product adoption and manage customer relationships to drive retention and upsell opportunities.

Responsibilities:

Client Onboarding and Adoption:

• Oversee the onboarding process for new clients, ensuring a seamless and positive experience.
• Drive product adoption through effective training, education, and support initiatives.
• Be a feature an demonstration expert, increasing customer trust and providing solutions.

Relationship Management:

• Build and maintain strong relationships with key clients, understanding their goals and challenges.
• Collaborate with clients to identify opportunities for upselling and expansion.

Customer Advocacy:

• Cultivate customer advocates by identifying and showcasing success stories and testimonials.
• Act as a liaison between clients and internal teams, ensuring client feedback is effectively communicated.

Customer Feedback and Insights:

• Gather and analyze customer feedback to inform product development and improvement.
• Utilize insights to drive continuous improvement in customer success processes.

Collaboration:

• Work closely as a Customer Success team on creating strategies and processes for success.
• Work hand in hand with sales feeding in leads to sales for renewal, upsell and cross sell.
• Work closely across the company to ensure customers issues are highlighted, triaged, addressed and customers are always delighted with the ScorePlay service and product.
• Feed into RFP's, RFI's and other sales processes to ensure success.

Skills and Qualifications:

• Proven experience in a customer success role, preferably within a start up SaaS organisation.
• Strong understanding of customer success best practices and strategies.
• Excellent communication, interpersonal, and leadership skills.
• Ability to build and maintain relationships with clients at all levels.
• Excellent operator with a focus on driving customer satisfaction.
• Experience with customer relations such as networking, incident management, feedback cycles, gathering and analysing customer data
• Fluent English is essential, other languages (in particular Spanish) are desirable

This position is hybrid with travel to client site and we welcome candidates located in New York.
Values

• Design thinking: We are rooted in design thinking. We believe in placing the end user at the heart of our creative process, fostering empathy and understanding.
• Ambitious yet accountable: Ambition fuels our drive for excellence, propelling us to set bold goals and embrace challenges. We are determined to push boundaries and our ambition is coupled with a sense of accountability.
• Two way transparency: We believe in two-way transparency where open communication flows freely in both directions - from leadership to team members and vice versa.
• Playful Professionalism: We embody the spirit of playful professionalism, blending a lighthearted approach with unwavering commitment to excellence.
• Autonomous Collaboration: At ScorePlay, we champion autonomous collaboration as a core value that shapes our dynamic and innovative workplace culture.

If you think you have the right skills and identify with our values, click apply now so we can review your profile.
Diversity Statement:
We aim to attract and welcome candidates from diverse backgrounds and we are committed to providing a positive recruitment process, which respects individuality. We are an equal opportunity employer and do not discriminate on the grounds of race/color, national origin, religion/creed, age, sex/gender, sexual orientation, marital/family/civil status, disability, genetic information or any other protected class or dimension of diversity that is protected under the law.

As we are an international company, our main language in the office is English.

Please send a CV in English for this role.