Customer Success Manager

Overview

This opportunity is offered on behalf of a partner company seeking a Customer Success Manager located in Canada. The role involves managing and expanding strategic relationships within the sports, media, and digital content sectors. As the main contact for a portfolio of high-value customers, you will enable product adoption and help clients reach measurable results. You will collaborate across sales, product, delivery, and support teams in a dynamic SaaS environment to deliver outstanding customer experiences.

Key Responsibilities

• Oversee and nurture relationships across key North American accounts in sports, media, and digital industries.
• Forge strong collaborations with stakeholders from content, marketing, digital platforms, fan engagement, sponsorship, and athletics divisions.
• Comprehend customer goals, workflows, schedules, and success metrics to provide tailored advice.
• Lead organized customer meetings centered on outcomes, account health, product adoption, and future growth opportunities.
• Track customer engagement to detect risks early and mitigate adoption issues before they impact satisfaction.
• Assist clients in maximizing product value across digital platforms and content workflows.
• Analyze usage data and engagement trends to recommend actionable improvements and best practices.
• Spot potential expansion points and collaborate with commercial teams to facilitate account growth and renewal preparation.
• Maintain comprehensive account records, customer insights, and internal documentation.
• Coordinate with product, support, and delivery teams to address client needs efficiently.
• Convey customer feedback internally and support enhancement of customer success processes as the company scales.

Candidate Requirements

• Proven experience in customer success, account management, client services, partnerships, or related customer-facing roles.
• Background working with B2B clients and sustaining ongoing client relationships.
• Strong communication abilities to build trust across diverse customer stakeholders.
• Capability to align customer objectives with product features to achieve measurable business outcomes.
• Excellent organizational skills to juggle multiple accounts, priorities, and deadlines effectively.
• Comfort working autonomously while collaborating cross-functionally.
• Commercial awareness with an ability to identify growth prospects for clients.
• Interest in sports, media, entertainment, content, digital products, or audience engagement industries is highly advantageous.
• Ability to stay composed, responsive, and solution-focused in a rapidly evolving environment.
• Curious about technology trends and AI applications to enhance workflows and customer interactions.
• Experience with SaaS platforms or digital products is beneficial.
• Reliable availability to work within the Eastern Time zone.

Benefits and Additional Information

• Competitive salary aligned with experience and market standards.
• Fully remote position with flexibility to work from anywhere within Canada.
• Opportunities to collaborate with premier organizations in sports, media, and digital sectors.
• High autonomy role within a supportive and expanding team environment.
• Gain exposure to strategic customer management, SaaS business growth, and commercial operations.
• Enhance skills in customer success, account strategy, and technology adoption.
• Contribute to innovative platform development serving a global audience.

Data Privacy and Application Process

Applications are processed with an AI-assisted matching system to ensure fair and prompt evaluation based on core role criteria. Shortlisted candidates are forwarded to the hiring company, which manages subsequent steps including interviews and assessments. The use of AI tools is supplementary; final decisions rest with human recruiters. Data privacy is maintained under relevant regulations, including GDPR, with applicants entitled to access, correction, or deletion of their data on request.