Customer Success Manager II - College & Professional

Your Role

Were looking for a Customer Success Manager to join our sales team with a focus on customer renewals at the NCAA Division I level. In this role youll work with schools and conferences across the United States working directly with basketball coaches, athletic directors, and commissioners within your territory, while collaborating with one Account Executives in the territory. Customer Success Managers look after a portfolio of clients, providing the maximum benefit to customers while ensuring the company a high ROI out of their subscription. The number one priority? Engagement activities that lead to next years renewals.

In this role, youll:

• Develop strong customer relationships. Youll maximize satisfaction across a group of accounts and become a trusted partner for your customers.
• Be involved in all aspects of support and account management. Youll demonstrate the products, educate customers, and carry out a range of engagement and commercial activities.
• Work toward goals. Throughout the year, CSMs work towards the achievement of quarterly and yearly revenue and engagement targets. Youll run meetings to understand client needs and identify opportunities for upselling additional services.

This role is open to candidates based in Lincoln or Omaha, NE and requires three days in our Lincoln, NE office per week. If you are not already based in either of these locations, well require you to relocate to one of these locations before starting.

Must-Haves

• Experienced. Youve previously spent time in a client-facing role (preferably in a technology company). You have experience working with basketball coaches at the NCAA DI and/or professional sports level, as well as experience with Hudl products.
• Mastery of Hudls Pro Suite for basketball. Youre a product and workflow expert. You understand the why behind an elite basketball workflow and are effective in driving Hudls value across multiple departments within an elite organization.
• Communication skills. You can easily communicate with internal and external stakeholders, and its no sweat for you to handle tough conversations.
• Time management skills. Balancing your time across multiple responsibilitiesincluding holding effective business reviews with customers, supporting customers with unique product issues, advising on workflow best practices and identifying expansion opportunitiescomes easily to you.
• Growth mindset. Youre not willing to settle for where youre at.

Nice-to-Haves

• Sales experience. It's preferred that you have experience either as an Account Executive or CSM.
• Cross-functional experience. You know how to efficiently collaborate with internal stakeholders in customer support, product and operations on customer feedback and challenges, in order to address improvements that benefit the wider organization.
• Coaching and/or athletics background. If youve lived the life, youll understand where the customer is coming from.
• Solution oriented. You possess the ability to diagnose problems and find creative and effective solutions for your customers.

Our Role

• Champion work-life harmony. Well give you the flexibility you need in your work life (e.g., flexible vacation time, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but youll own your work and have the agency to try new ideas.
• Encourage career growth. Were lifelong learners who encourage professional development. Well give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether youre at the office or working remotely, well provide you the tech stack and hardware to do your best work.
• Support your mental and physical health. We care about our employees wellbeing. Our Employee Assistance Program, employee resource groups and fitness partner Peerfit have you covered.
• Cover your medicalinsurance. We have multiple plans to pick from to ensure youll have the coverage you (and your dependents) want, including vision, dental, fertility healthcare and family forming benefits.
• Contribute to your 401(K). Yep, thats free money. Well match up to 4% of your own contribution.

Compensation