Customer Success Manager

Fastbreak AI • Charlotte, NC

5d • Onsite

About The Position

Fastbreak AI is a rapidly growing leader in sports operations software. Our products power scheduling for professional leagues like the NBA, MLS, and NHL, as well as many of the largest youth and amateur sports organizations.
We’re growing quickly and hiring Customer Success teammates to manage post-sale relationships. Our customers are youth sports organizers running tournaments, clubs, and leagues. You'll lead onboarding, manage day-to-day communication, and support live events. You're the partner customers rely on when it matters.
This is an execution role. You'll run the Customer Success playbook with consistency and use what you learn in the field to help improve it over time.

Requirements

• 3+ years in Customer Success, Account Management, Implementation, or Support
• Experience managing onboarding and customer relationships in SaaS
• Experience supporting renewals or retention efforts
• Comfort in high-pressure, real-time environments such as events, payments, or scheduling
• Strong written and verbal communication skills
• Willingness to be on-call, including nights and weekends

Nice To Haves

• A BA / BS degree is preferred
• Experience with youth sports, ticketing, and/or event operations
• Familiarity with scheduling systems or payment platforms
• Experience supporting multi-product environments

Responsibilities

• Manage the Customer Lifecycle: Execute onboarding from kickoff through first live event using defined playbooks. Serve as the primary point of contact for the account from sales handoff through renewal. Run regular check-ins to ensure adoption and surface risks early. Identify expansion opportunities and hand them off or support conversion. Maintain strong, consistent relationships across your accounts.
• Support Live Events: Act as front-line responder for event-day issues, including schedules, payments, and operations. Participate in a weekend on-call rotation and be available when customers are live. Communicate clearly under pressure and drive issues to resolution. Capture issues and patterns to improve future performance.
• Deliver Consistent Success: Follow and reinforce Customer Success processes, SLAs, and communication standards. Contribute feedback to improve playbooks, tooling, and workflows. Maintain Help Center content and support self-service adoption. Partner with Product, Engineering, and Finance to resolve issues and keep accounts accurate. Keep customers engaged, informed and happy.

Benefits

• Relocation assistance available
• Competitive base salary.
• Company stock options.
• Health, dental, and vision insurance to keep you covered.
• 401(k) with employer match.
• The opportunity to shape the future of a rapidly growing company that loves sports.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level