Customer Success Manager - SaaS + Sports
Greenfly, United States
Job Description
Greenfly is growing rapidly, and we are looking for a relationship-driven individual to maintain and expand partnerships with our enterprise SaaS customers some of the biggest names in sports. At Greenfly, we're obsessed with the success and happiness of our customers. If you're our next Customer Success Manager, you will retain and expand our growing portfolio of customers, including brands like NBA, Viacom, MLB, and ESPN.
You'll report directly to the Vice President of Customer Success as a critical part of the Customer Success team. You're an expert in customer onboarding, project management, as well as developing new relationships in large organizations.
As you advise and support some of Greenfly’s most iconic customers in sports, you will be responsible for customer satisfaction, retention, growth and expansion. With your strong background in both social media and sports marketing, you will develop an expert understanding of how our customers should utilize the Greenfly SaaS platform to meet and surpass their social media and digital marketing goals.
You Will
- Establish customer relationships and build trust with sports marketing departments as they work with athletes
- Ensure customers are leveraging the Greenfly functionality to its fullest
- Work cross-functionally with Sales, Marketing, Product and Engineering to advocate on behalf of customers and deliver value at every touchpoint
- Guide customers through product setup and onboarding and training, to ensure maximum usage, value, and progress toward business goals
- Create unique onboarding plans for customers’ advocates with attention to detail
- Lead strategic conversations with key stakeholders to ensure the customer is successful in meeting business and Greenfly specific objectives
- Monitor customer usage and metrics to track adoption, opportunities for expansion and at-risk signs
- Work proactively to ensure retention and eliminate risk of churn, escalating customer issues as needed
- Deliver monthly and quarterly reports and reviews to showcase value, opportunities for improvement and growth, and overall trends
- Build out best practices and processes related to your segment of customers
Requirements
- 3+ years of working at or directly with sports organizations, ideally with marketing or sponsorship teams
- 3+ years of overall account management, customer success, preferably with B2B enterprise SaaS
- Proven results in meeting customer retention and expansion goals
- Excellent presentation skills - verbal and written
- Clear understanding of the social media landscape and current trends
- A proactive, intentional approach handling customer relationships
- A selft starter, with proven ability to succeed in a fast-paced, startup environment
- Strong project management skills
- Problem solver
- Ability to learn and ramp quickly - you're curious and love learning about new things
- Experience with Salesforce.com
- Willingness to travel based on customer needs
- Experience working in a startup environment
Benefits
Working with Greenfly means you're part of a small but rapidly growing technology company. We have a very competitive compensation package, along with great employee benefits and an unlimited time off policy.
We would love you to work from or visit our Santa Monica headquarters, or our Seattle or New York offices, but this position can also be fully remote.
Must be legally eligible to work in the US.
Greenfly is an equal opportunity employer.