Sports Technology | SaaS Transition | Growth-Stage Company

Full-Time | Remote/Hybrid

Role Overview

We are looking for a Customer Success Manager to join our growing CS team and take ownership of a portfolio of sports and enterprise accounts. You will partner closely with our Technical Project Leads - who manages day-to-day project delivery on non-SaaS engagements - so that you can focus on the relationship layer: understanding customer goals, driving adoption and satisfaction, identifying growth opportunities, and serving as a strategic bridge between our customers and LBi's internal teams.

This role is well-suited to someone early-to-mid in their career who is naturally curious, comfortable with ambiguity, and excited about building something new. You don't need to have all the answers on day one - but you should be the kind of person who enjoys figuring things out.

Alternate Opening:

The Opportunity

We are hiring a Customer Success Manager to help shape and scale a newly established Customer Success function within a growing software development company serving professional, amateur, and collegiate sports organizations.

Our platform supports roster optimization, compliance, and operational workflows in an environment that is rapidly evolving due to regulatory change, league rules, and the emergence of revenue-sharing models in college athletics.

This is not a traditional Customer Success role.

You will join at a formative stage as we transition from custom development to a more scalable SaaS model, helping define how we:

• Build long-term customer partnerships
• Drive product adoption and measurable value
• Create repeatable Customer Success processes
• Identify and execute expansion opportunities

You will work closely with a VP of Customer Success and partner with Technical Project Leads to ensure both delivery excellence and relationship strength.

This role is ideal for someone who is energized by building, not just operating, and who wants to grow into a more strategic Customer Success leader over time.

What You'll Own

Customer Relationship Ownership

You will act as the primary relationship owner for a portfolio of sports and enterprise customers.

• Build trusted relationships with key stakeholders (operations leaders, compliance leaders, athletic administrators)
• Lead structured customer engagements including Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs) to understand customer goals, surface challenges, and demonstrate LBi's value.
• Develop a deep understanding of each customer's business, their sport/league/compliance context, and how LBi's software supports their operations.
• Partner closely with the Technical Project Lead (TPL) to ensure alignment on project status and ensure customer-facing and delivery-side activities are in sync.

Onboarding & Adoption

You will ensure customers successfully adopt and realize value from our platform.

• Guide new customers through onboarding, ensuring a smooth transition from sales/implementation to ongoing success.
• Drive feature adoption and usage maturity, helping customers fully leverage the capabilities of LBi's software.
• Develop and maintain customer-facing resources such as guides, FAQs, and best practice documentation as needed.

Customer Health, Retention & Risk Management

You will proactively manage account health and retention.

• Monitor and evolve customer health scoring frameworks, proactively identifying accounts that may be at risk and developing mitigation plans with the VP of Customer Success.
• Own renewal readiness for your accounts, partnering with leadership to navigate renewals and ensure strong retention outcomes.
• Act as an escalation point for customer issues, coordinating with technical teams and communicating clearly with the customer until resolution.

Expansion & Revenue Growth

Customer Success is a growth function.

• Identify and qualify upsell, cross-sell, or expansion opportunities, including new modules, feature additions, or adoption of broader LBi services.
• Analyze support trends, feature requests, and usage patterns to surface unmet needs that may represent revenue opportunities.
• Partner with the VP of Customer Success and Leadership to prioritize and pursue expansion efforts.

Voice of the Customer & Internal Influence

You will play a key role in shaping the product and customer experience.

• Serve as the internal advocate for your customers, sharing feedback, trends, and insights with product, sales, and leadership teams.
• Maintain strong CRM discipline (HubSpot) across customer interactions and opportunities
• Contribute to the ongoing development of CS processes, playbooks, and best practices as the team continues to mature.

What Success Looks Like (6-12 Months)

• Strong, trust-based relationships with your customer portfolio
• Consistent execution of MBRs/QBRs with clear business value articulation
• Improved customer health visibility and proactive risk management
• Meaningful contribution to retention and expansion outcomes
• Active input into building scalable Customer Success processes
• Growing confidence operating in a custom development/SaaS-oriented customer model

Who You Are

This role is designed for someone early-to-mid in their Customer Success career who wants to accelerate into a more strategic role.

You will thrive here if you are:

• Comfortable operating in ambiguity and building structure from the ground up
• Naturally curious, you want to deeply understand how customers operate
• Strong in relationship-building but equally focused on outcomes and accountability
• Organized and able to manage multiple priorities across a portfolio of accounts
• Energized by working cross-functionally with technical and non-technical teams
• Motivated by growth - both yours and the company's

Qualifications

Required

• 1-4 years of experience in Customer Success, Account Management, or similar client-facing role in B2B software or SaaS
• Strong communication skills, clear, credible, and professional with both senior and technical stakeholders
• Ability to manage multiple accounts and competing priorities
• Comfort working in a fast-evolving environment without a fully defined playbook

Preferred

• Familiarity with CRM tools, especially HubSpot.
• Exposure to SaaS business models, renewal cycles, or expansion/upsell motions.
• Experience supporting custom or project-based software (as opposed to purely product-led environments).
• Experience working with sports organizations, leagues, compliance functions, or higher education.
• Bachelor's degree in Business, Communications, or a related field.

Why This Role is Compelling

• Opportunity to build a Customer Success function from the ground up
• Exposure to a unique and rapidly evolving sports technology market
• Direct impact on retention, growth, and customer strategy
• Close partnership with senior leadership
• Clear path toward Senior CSM or Customer Success leadership roles

Compensation & Benefits

• Competitive salary commensurate with experience.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and company holidays.
• Professional development opportunities.
• Flexible, remote/hybrid work environment.

In accordance with New York State Pay Transparency Law, this posting includes a good faith salary range based on the role, level, and market data.