Customer Success Manager II - Small College

Your Role

We’re looking for a Customer Success Manager to join our sales team with a focus on customer renewals at the NCAA Division II and Division III level. In this role you’ll work with schools and conferences across the United States working directly with coaches, athletic directors, and commissioners within your territory, while collaborating with two Account Executives. Customer Success Managers look after a portfolio of clients, providing the maximum benefit to customers while ensuring the company a high ROI out of their subscription.

In this role, you’ll: 

• Develop strong customer relationships. You’ll maximize satisfaction across a group of accounts and become a trusted partner for your customers. 
• Be involved in all aspects of support and account management. You’ll demonstrate the products, educate customers, and carry out a range of engagement and commercial activities.
• Work toward goals. Throughout the year, CSMs work towards the achievement of quarterly and yearly renewal and engagement targets. You’ll run meetings to understand client needs and identify opportunities for upselling additional services.

Location

Time spent collaborating with other teammates in-office will be an integral part of your work. This role is open to candidates based in Lincoln or Omaha, NE and requires 3 days in the Lincoln office per week.  

Must-Haves

• Experienced. You’ve previously spent time in a client-facing role (preferably in a technology company). You have experience working with coaches and buyers in the high school, collegiate and/or professional sports industry, as well as experience with Hudl products.
• Technology savvy. You can easily understand our products and their market fit, and be able to effectively communicate their value to clients. We use Salesforce and Salesloft to track customer touchpoints, run reports and identify usage trends, experience with it is helpful.
• Communication skills. You can easily communicate with internal and external stakeholders, and it’s no sweat for you to handle tough conversations.
• Time management skills. Balancing your time across multiple responsibilities—including holding effective business reviews with customers, supporting customers with unique product issues, advising on workflow best practices and identifying expansion opportunities—comes easily to you.
• Growth mindset. You’re not willing to settle for where you’re at.

Nice-to-Haves

• Cross-functional experience. You know how to efficiently collaborate with internal stakeholders in customer support, product and operations on customer feedback and challenges, in order to address improvements that benefit the wider organization.
• Coaching and/or athletics background. If you’ve lived the life, you’ll understand where the customer is coming from.
• Solution oriented. You possess the ability to diagnose problems and find creative and effective solutions for your customers.

Our Role

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time, company-wide holidays and more) so you can enjoy your personal life too. Plus, every five years, we give you a paid sabbatical to unplug and recharge.  
• Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas. 
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We're always investing in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech stack and hardware to do your best work.
• Take care of your mental and physical health. Medical plans tailored for you and your family—including vision, dental, and fertility benefits—and stay supported with our EAP and Employee Resource Groups.
• Contribute to your 401(K). Yep, that’s free money. We’ll match up to 4% of your own contribution.

Compensation