Customer Success Manager

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in Canada.
• This role offers the opportunity to manage and grow strategic customer relationships within the sports, media, and digital content ecosystem.
• You will serve as the primary point of contact for a portfolio of high-value accounts, helping customers maximize product adoption and achieve measurable outcomes.
• Working in a fast-moving SaaS environment, you will collaborate with sales, product, delivery, and support teams to create exceptional customer experiences.
• The position combines relationship management, commercial awareness, product expertise, and operational excellence.
• You will help customers navigate important business moments, improve engagement strategies, and identify opportunities for long-term growth.
• This is an ideal opportunity for a customer-focused professional who enjoys ownership, collaboration, and building trusted partnerships.

Accountabilities

As a Customer Success Manager, you will own a portfolio of customer accounts, ensuring strong relationships, successful adoption, and continued business value. You will act as a trusted advisor by understanding customer goals, identifying opportunities, and coordinating internal teams to deliver impactful outcomes.

• Manage and develop relationships with a portfolio of key North American customer accounts across sports, media, and digital industries.
• Build strong partnerships with customer stakeholders across content, marketing, digital, fan engagement, sponsorship, and athletics teams.
• Understand customer objectives, workflows, calendars, and success metrics to provide relevant guidance and recommendations.
• Lead structured customer meetings focused on outcomes, account health, adoption, and future opportunities.
• Monitor customer engagement, identify risks, and proactively address adoption challenges before they impact satisfaction.
• Help customers maximize the value of products across their digital platforms and content workflows.
• Analyze usage trends and engagement data to provide actionable recommendations and best practices.
• Identify expansion opportunities and collaborate with commercial teams to support account growth and renewal readiness.
• Maintain accurate account information, customer insights, action plans, and internal documentation.
• Coordinate with product, support, and delivery teams to ensure customer needs are addressed effectively.
• Share customer feedback internally and contribute to improving customer success processes as the organization grows.

Requirements

The ideal candidate is a customer-focused professional with experience building relationships, managing accounts, and helping clients achieve value from technology solutions. You should be organized, commercially aware, and comfortable working in a dynamic environment with evolving priorities.

• Experience in Customer Success, account management, client services, partnerships, or a related customer-facing role.
• Experience working with B2B customers and managing ongoing client relationships.
• Strong communication skills with the ability to build trust with diverse stakeholders.
• Ability to understand customer goals and connect product capabilities to measurable business outcomes.
• Strong organizational skills and ability to manage multiple accounts, priorities, and deadlines.
• Comfortable working independently while collaborating with cross-functional teams.
• Commercial curiosity and ability to identify customer growth opportunities.
• Interest in sports, media, entertainment, content, digital products, or audience engagement is highly valued.
• Ability to remain calm, responsive, and solution-oriented in a fast-changing environment.
• Curiosity about technology and how AI can improve workflows and customer experiences.
• Experience with SaaS products or digital platforms is an asset.
• Availability to work reliably within the Eastern Time zone.

Benefits

• Competitive compensation package aligned with experience and market expectations.
• Fully remote work environment with flexibility to work from Canada.
• Opportunity to work with leading organizations across sports, media, and digital industries.
• High ownership role within a collaborative and growing team.
• Exposure to strategic customer management, SaaS growth, and commercial operations.
• Opportunity to develop valuable skills in customer success, account strategy, and technology adoption.
• Chance to contribute to the growth of an innovative platform serving global audiences.