Customer Success Manager, Sports
About The Position
Flowcode is hiring a Customer Success Manager focused on the sports and entertainment vertical. The role supports clients such as TKO, NHL, NBA, NFL, and the Premier League, and owns relationships with leagues, teams, properties, venues, and live event organizers. The position combines technical fluency with commercial instincts to drive adoption, attribution, measurable client outcomes, and account expansion. The Customer Success Manager owns net revenue retention targets across a portfolio, including usage, adoption, renewals, and expansion. The role monitors account health, identifies and mitigates churn risk, develops recovery plans, and builds executive relationships through strategic QBRs and event and season reviews. It also coordinates live activation readiness, client-side platform migration timelines, and cross-functional work with Sales, Product, GTM, and implementation teams. The position identifies upsell opportunities, aligns account workflows to sports seasons and event schedules, and builds relationships through an on-site presence at events.
Requirements
- 2–3+ years of experience in customer success, account management, partnerships, or similar client-facing roles.
- Proven ability to manage at-risk accounts, drive renewals, and meet net revenue retention or retention targets.
- Experience supporting live events or time-sensitive activations.
- Strong understanding of fan engagement, attribution, and analytics.
- Clear, concise communication skills, including presenting to senior stakeholders and pushing back when needed.
- Ability to work independently and deliver in a fast-paced, high-growth startup.
- Flexibility to support occasional nights and weekends around key live events.
Nice To Haves
- Experience in the sports industry or managing sports clients.
- Experience at a league, team, or sports property, or managing a portfolio of sports clients.
- Exposure to platform migrations or complex product transitions for enterprise clients.
- Experience with CRM and customer success platforms such as HubSpot; health score tooling experience is a major plus.
Responsibilities
- Own portfolio net revenue retention targets by driving usage, adoption, renewals, and expansion.
- Monitor account health, identify at-risk signals early, and create recovery plans that account for seasonality.
- Lead executive engagement, strategic QBRs, and event and season reviews; build relationships with executives, budget holders, and senior stakeholders.
- Mitigate risks and solve client problems proactively, turning insights into timely action.
- Partner with internal teams to ensure codes, Hubs, and FlowURLs are ready and perform during live activations and events.
- Influence alignment across Sales, Product, and GTM to unlock product growth and services opportunities that drive revenue.
- Coordinate client-side timelines, expectations, and cross-functional dependencies for platform migrations alongside the implementation team.
- Partner with Sales to identify and close upsell opportunities, including new properties, sponsors, and events.
- Establish account workflows that align with season calendars, event schedules, sponsor deliverables, and renewal cycles.
- Deepen sports relationships through an on-site presence at live events and by acting as a strategic partner.
- Build relationships across client marketing, digital, partnerships, ticketing, broadcast, event operations, and data teams.
Benefits
- Equity
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
