Job Description

We are looking for a Customer Success Manager to join the Spiideo team!

Spiideo is a global leader in automated, cloud-based solutions for sports video analysis and streaming. Trusted by thousands of organizations worldwide, Spiideo serves some of the most renowned professional and collegiate teams, media companies, and leagues and federations.

Join the Customer Success team if you would love the opportunity to work with some of the largest and fastest growing Leagues/Conference and Media companies in North America.

We strongly encourage women and individuals from diverse backgrounds to apply, as we believe that a variety of perspectives drives innovation and success within our team.

This role is based in Philadelphia, USA and you will report directly to the VP of Customer Success.

The role:

In this role, you will manage our largest, most strategic customers across the Americas using Spiideo which include mostly Leagues, Conferences, and Media Companies.

Your responsibilities include, onboarding and training, driving renewals and upselling, and ensuring customers fully maximize the value of Spiideo.

You will be project manage new camera installation roll outs, work with our development team to ensure smooth product implementations, coordinate and prepare for large events, tournaments, or season-starts with our Support & Operations team, conduct EBRs, managing day-day customer interactions, regularly meet with customers to drive improvement, and coordinate with Sales on specific growth initiatives.

Core responsibilities:

• Onboarding & Implementation Lead and oversee the successful onboarding of new customers, managing timelines, resources, and communication for complex, multi-stakeholder implementations.

• Customer Satisfaction Drive customer satisfaction through building trust and great execution/adoption

• Renewals: Proactively manage renewals within your portfolio and collaborating with Sales

• Upsell & Expansion Identify opportunities to expand our customer's use of Spiideo’s solutions, driving adoption and revenue growth.

• Churn & Escalation Management Develop and execute proactive engagement plans to reduce churn, addressing challenges with tailored strategies and solutions.

• Stakeholder Relationship Management Build and maintain trusted partnerships with senior-level stakeholders

• Operational Excellence Coordinate and optimize internal and external processes to support complex projects, including cross-functional collaboration, resource allocation, and milestone tracking.

• Project Management Own the end-to-end execution of large-scale customer initiatives, ensuring timely delivery, alignment with customer goals, and measurable outcomes.

What type of customers would you manage?

Selected Leagues and NCAA Conferences using Spiideo across all our products: Spiideo Perform, Spiideo Play, and Spiideo Replay.

• Leagues and Conferences

• Media Companies

As Lead CSM managing some of our biggest customers, you will work closely with other Customer Success team members who manage the individual teams/schools directly.

What we are looking for:

• Minimum 3-5 years experience with similar role

• Sports tech or Sports media industry preferred

• Experienced with senior-level stakeholder management and communication

• Strong time-management and prioritization skills

• Ability to manage multiple complex projects and driving to completion

• Very process-driven and structured approach to working

• Self-motivated, takes initiative, positive, team first attitude

• Excellent ability to train customers via Webinars, 1on1 meetings, conduct QBRs, etc.

• Passion for customer success and get joy out of seeing our customers succeed

What we can offer:

• A fun, highly skilled & motivated team with experience from world-leading companies

• A fast-growing sports tech startup with a global footprint

• A work environment where you use the latest, modern technologies & tools

• Company offsite and team gatherings (1-2x per year)

• A place where we prioritize self-learning through regular feedback, tools, or whatever you need to accelerate your skills & career

• Opportunities to shape your own career development. The more responsibility you want, the more you will get

Location

This is a full-time onsite/hybrid position based in Philadelphia, USA. Spiideo's global headquarters is based in Malmö, Sweden. You will report to VP of Customer Success.

Benefits

We offer a well developed benefits package, including:

• Unlimited PTO to help you rest and recharge

• Comprehensive medical, dental, and vision insurance with multiple plan options

• 401(k) plan retirement plan with company matching

• Paid parental leave for both birthing and non-birthing parents

• Wellness allowance to support your physical and mental wellbeing

• Wellness hours: spend up to two working hours per week on physical activity

• A stunning office in Center City Philadelphia, steps from City Hall