Customer Success Manager
About The Position
As Nelson Mandela said, “Sport has the power to change the world. It has the power to inspire. It has the power to unite people in a way that little else does.” At LeagueApps, we agree. Mission-driven at our core, every member of our team is committed to a world where all kids and communities can benefit from youth sports. We help leading youth sports organizations operate, engage, and win with the industry's most comprehensive youth sports management platform. We power thousands of clubs, camps, tournaments, and leagues, and reach millions of participants each day. Beyond our technology, we’re focused on developing the industry’s youth sports leaders through our NextUp: Youth Sports Management Community—providing them with opportunities for professional development and networking. Through events, content, and leadership development programming, we’re taking youth sports management to the next level. Through our FundPlay program, we provide support to sports-based youth development organizations that bring sports experiences to hundreds of thousands of underserved kids and communities. We are also founding members and leaders of the PLAY Sports Coalition, a group that advocates for youth sports at the national level. Role Mission: The Customer Success Manager will be a driving force for the activation, retention, and growth of LeagueApps customers, specifically focusing on high-value and strategic accounts. In this role, you will be responsible for managing relationships with new and existing customers of varying size and scope while acting as a trusted advisor to ensure they maximize the value of LeagueApps’ products and services. You’ll take ownership of the onboarding process, training, and long-term success of your customer portfolio, working cross-functionally to shape an outstanding customer experience. Your ability to proactively manage customer needs, identify expansion opportunities, and deliver exceptional service will drive loyalty, advocacy, and long-term success.
Requirements
- 1-3 years of experience in a customer success or account management role, ideally at a SaaS company.
- Proven success managing customer relationships with the core focus being configuration and adoption.
- Strong problem-solving and consultative skills aligned to customer enablement and success.
- Exceptional communication and presentation skills, able to articulate complex solutions to both technical and non-technical audiences.
- Ability to analyze customer data and leverage insights to drive engagement and decision-making.
- Comfortable using tools such as Gainsight, Zendesk, Jira, and Salesforce.
- Adaptable, self-motivated, and highly organized, with strong project management skills.
- Passionate about youth and professional sports, understanding the unique needs of LeagueApps’ customers.
Responsibilities
- Act as a trusted advisor and thought leader, providing platform guidance to LeagueApps customers.
- Successfully ramp new customers and programs in their first year on the platform.
- Manage day-to-day success for accounts $10k+ ARR within a high-volume book, focused on adoption and operational readiness.
- Share product updates, best practices, and additional LeagueApps services that will help customers achieve their goals.
- Proactively address challenges by monitoring customer health, identifying risks, and implementing solutions to improve engagement.
- Clearly communicate customer insights to key stakeholders across the company, including Product, Sales, Support, and Engineering.
- Partner with internal teams to ensure customers receive the proper level of service and that their voices shape future product enhancements.
- Represent customer needs internally as a platform advocate, supporting post-sale success.
- Own and lead customer success initiatives, contributing to the evolution of processes, playbooks, and best practices.
- Maintain accurate engagement data and leverage tools like Gainsight, Zendesk, Jira, and Salesforce to guide prioritization.
- Monitor churn risk and contribute to gross retention outcomes across assigned accounts.
- Support program renewals by ensuring partners are operationally prepared and engaged ahead of renewal cycles.
- Be the face of LeagueApps to our customers!
- Likes — and needs — to win
Benefits
- Health Benefits: Medical, Dental, Vision coverage, HSA
- Commuter Benefits
- Home-Office Stipend
- Sports Leagues subsidies for employees and their children
- Cell phone and gym subsidies
- Mental Health Resources; Talk Space
- Social impact opportunities through our FundPlay initiative that includes events, volunteering and grant-making
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
