Customer Success Manager

Sportsdigita•New York, NY

21d

About The Position

The Customer Success Manager will help rebuild the company’s Customer Success function around AI-enabled workflows and high-impact human support. The role combines customer support, onboarding, training, project coordination, product feedback, and partnership with Revenue on customer health and growth. The CSM will use AI daily to accelerate routine work while reviewing outputs for accuracy and quality, and will work closely with the product to influence customer outcomes and product development. The CSM will own customer relationships and the success inbox, guide new customers through onboarding and adoption, deliver training, maintain customer-facing documentation, and coordinate customer projects across internal teams. They will use customer usage and engagement data to identify risks and opportunities, communicate account health to leadership, and bring structured, evidence-backed customer feedback to the product roadmap. This is an opportunity to help define how the Customer Success role and operating model work within a small, fast-moving team.

Requirements

At least 3 years of experience in a customer-facing role such as customer success, support, account management, implementation, or similar.
Practical fluency with AI tools such as Claude or ChatGPT, including daily use for drafting, summarizing, analyzing, or automating; ability to prompt effectively, assess outputs, and override them when appropriate.
Genuine technical curiosity and ability to learn tools independently.
Ability to navigate a CRM, help desk, and reporting tools independently, and comfort understanding how a product works.
Product instinct and ability to translate customer pain into actionable input for a product team.
Outstanding written communication, including the ability to respond clearly under pressure and de-escalate frustrated customers.
Strong project management instincts, consistent follow-through, and ability to keep work moving.
Ability to manage a busy inbox, prioritize effectively, and maintain tight response times sustainably.
Empathy for customers and a focus on solving problems and helping them succeed.
Ability to teach and explain technical concepts in plain language, including handling challenging questions during training.
Experience with help desk platforms such as Zendesk, Intercom, or Help Scout, and CRMs such as Salesforce or HubSpot.
Experience building or maintaining customer-facing documentation or a knowledge base.

Nice To Haves

SaaS experience is strongly preferred.
Experience automating workflows across help desk platforms and CRMs.

Responsibilities

Use AI to draft responses, summarize customer threads, identify recurring issues, and convert resolved tickets into reusable answers.
Review and ensure customer responses are clear, accurate, and on-brand.
Maintain the knowledge base and turn repeated customer questions into self-service content.
Own and triage the customer success inbox, resolve issues where possible, and escalate or route others appropriately.
Run customer onboarding, including kickoff, configuration, first-value guidance, and follow-through.
Deliver individual and group product training, including training on AI capabilities and their limitations.
Build and maintain training materials, walkthroughs, and customer-facing documentation, using AI to keep materials current as the product changes.
Identify customers who are not adopting the product and intervene early.
Manage customer-facing projects end to end, including timelines, milestones, status, and delivery.
Coordinate with product, engineering, and design to deliver customer needs on schedule.
Communicate proactively about project progress, next steps, blockers, and resolution timing.
Provide structured, prioritized, evidence-backed customer feedback to inform the product roadmap.
Pressure-test new features before release and help shape their rollout.
Advocate for customer needs and provide opinions on product decisions.
Use usage trends, engagement patterns, and product signals to determine which customers need attention.
Respond to early signs of disengagement before they become renewal risks.
Flag expansion signals to the Revenue team, including feature interest, usage limits, expanding use cases, and new stakeholders.
Contribute customer context to health scoring and inform leadership honestly about account risks and their causes.