Customer Success Manager

Two Circles•New York, NY

11h

About The Position

We are Two Circles. We are a Sports & Entertainment Marketing business. We grow audiences and revenues. We do that by knowing fans best. We work with clients to help them understand & influence what their fans are doing – the way fans spend their money, the events that fans attend, the channels fans respond to, the content fans watch and more. And we use the understanding this gives us to help our clients grow. Grow their audiences and grow their revenues - both direct to consumer and business to business revenues. Our platforms and services are trusted by over 1000 clients globally, including the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike and Amazon. We are over 1000 people, based out of 15 offices, and we deliver work for sports and entertainment businesses of all shapes and sizes all over the world. Scope of Role The Client Success Manager will be responsible for managing the end-to-end lifecycle of client relationships, ensuring the successful adoption of our technology and services. You will work closely with clients to establish best practices, identify opportunities for growth, and provide guidance on how to maximize the effectiveness of our technology and services offerings. You will also collaborate cross-functionally with teams such as Solutions, Business Development, Marketing and Product to drive account growth and client satisfaction.

Requirements

3-5 years of experience in an account management, or client relationship role.
Experience working in sports, entertainment, or a related industry.
Proven success in managing client accounts, building strong relationships, and driving customer satisfaction by understanding client needs.
Ability to manage and execute complex projects.
Excellent communication and interpersonal skills, with the ability to build strong relationships at all levels of an organization.
Analytical mindset with the ability to use data to drive decisions and showcase the value of solutions.
Strong problem-solving skills with the ability to navigate complex customer challenges.
Detail-oriented with strong organizational skills and ability to manage multiple accounts simultaneously.
Comfortable with frequent travel (up to 25%), including overnight stays.
Proven experience in utilizing Microsoft Dynamics and Salesforce CRM platforms.
Knowledge of SaaS solutions and enterprise software products is highly preferred.
Proven expertise in using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) to enhance productivity, create detailed reports, and deliver compelling presentations.

Nice To Haves

Experience with the KORE intelligence platform is a plus.

Responsibilities

Client Lifecycle Management:
Manage and guide clients throughout their entire lifecycle, from initial onboarding to renewal.
Develop strong, long-term relationships with key stakeholders, ensuring the highest levels of satisfaction with both our software and services.
Oversee client onboarding processes, ensuring smooth adoption of products and timely delivery of services.
Monitor account health, identifying and mitigating risks to client retention.
Cross Departmental Collaboration
Partner with Client Success Director to understand clients' evolving needs and to identify opportunities for growth.
Collaborate with Product and Engineering teams to ensure that client feedback is effectively communicated and that feature requests or issues are prioritized and addressed.
Work with the marketing team to identify client success stories and create case studies or testimonials to help promote our brand.
Client Retention & Growth
Drive client renewals and help to reduce churn by ensuring clients see continuous value from our technology and services.
Identify and act on opportunities for cross-selling and upselling additional services or features to existing clients.
Help forecast and meet revenue growth targets for assigned accounts.
Regularly track, report, and communicate the health and progress of client accounts, using metrics such as product usage, engagement levels, and renewal potential.
Conduct business planning meetings with clients to evaluate success, and identify future objectives.
Client Success & Value Delivery
Ensure that clients are fully utilizing our technology and services to meet their business goals and objectives.
Promote and implement best practices, offering expert advice on how to optimize their use of our technology and services.
Provide proactive support and strategic guidance to clients, driving long-term value and satisfaction.
Serve as a trusted advisor to clients, advocating for their needs and ensuring their goals are aligned with our solutions.