Customer Success Manager II - NBA / WNBA
About The Position
Hudl is seeking a Customer Success Manager to join its sales team, focusing on customer renewals for NBA and WNBA accounts. The role serves teams across the United States, working directly with video coordinator staff and coaches within an assigned territory and collaborating with an Account Executive. The CSM manages a portfolio of clients, helping customers realize the benefits of Hudl products while supporting the company’s return on subscription revenue. The position combines customer support, account management, product education and demonstrations, relationship building, and commercial activities. The CSM works toward quarterly and yearly revenue and engagement goals, leads customer meetings to understand needs, and identifies opportunities to expand accounts through additional services. The role is open to candidates based in Lincoln or Omaha, Nebraska, and requires working in the Lincoln office three days per week.
Requirements
- Experience working with video coordination staff and basketball coaches at the professional basketball level.
- Experience using Hudl products.
- Previous experience in a client-facing role, preferably at a technology company.
- Expertise in Hudl’s Pro Suite for basketball and its workflows, including the ability to explain the value of those workflows and drive Hudl’s value across departments in an elite organization.
- Strong communication skills with internal and external stakeholders, including the ability to handle difficult conversations.
- Strong time-management skills for balancing customer reviews, product-issue support, workflow guidance, and account-expansion work.
- Growth mindset.
- Based in Lincoln or Omaha, Nebraska, and able to work in the Lincoln office three days per week.
Nice To Haves
- Experience as an Account Executive or Customer Success Manager.
- Experience collaborating across customer support, product, and operations to address customer feedback and challenges and identify broader improvements.
- A coaching and/or athletics background.
- Ability to diagnose customer problems and develop creative, effective solutions.
Responsibilities
- Develop strong relationships with a portfolio of customers and maximize account satisfaction.
- Serve as a trusted customer partner and help customers realize the value of Hudl products and subscriptions.
- Handle support and account-management activities, including product demonstrations and customer education.
- Carry out customer engagement and commercial activities.
- Work toward quarterly and yearly revenue and customer-engagement targets.
- Lead customer meetings to understand client needs and identify opportunities to upsell additional services.
- Collaborate with an Account Executive in the assigned territory.
- Conduct customer business reviews, support customers with product issues, advise on workflow best practices, and identify expansion opportunities.
Benefits
- Flexible vacation time and company-wide holidays.
- Paid sabbatical every five years.
- Professional development resources and opportunities.
- Medical plans for employees and their families.
- Vision insurance.
- Dental insurance.
- Fertility benefits.
- Employee Assistance Program (EAP).
- Employee Resource Groups.
- 401(k) matching up to 4% of the employee’s contribution.
- Office spaces, technology stack, and hardware to support work.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
