Customer Success Manager (Sports)

• We’re hiring a CSM focused on our sports and entertainment vertical, supporting clients like TKO, NHL, NBA, NFL, Premier League, and more
• You’ll own relationships with leagues, teams, properties, venues, and live event organizers, driving adoption, attribution, and expansion
• This is a hybrid role that blends technical fluency with commercial instincts and a relentless focus on delivering measurable outcomes
• Have 2-3+ years in customer success, account management, or partnerships, ideally at a league, team, sports property, or with a book of sports clients
• Understand the sports business ecosystem: fan engagement, ticketing, sponsorship and partnerships, broadcast, in-venue, and merch
• Know how sports orgs are structured and can navigate from an individual champion in marketing or digital to the right budget owner in partnerships, ticketing, or revenue fast
• Can confidently connect Flowcode to sports KPIs: fan data capture, sponsor activation value, ticket and merch conversion, in-venue and broadcast engagement
• Plan around the calendar: seasons, tentpole events, PPVs, and off-season, and know how to keep accounts engaged when games aren’t on
• Spot churn signals early and act. You’ve turned at-risk accounts into renewals and have the receipts
• Move fast on account challenges. You are highly proactive, resourceful, and sharp under pressure, including on live event days
• Can synthesize complex client challenges into clear executive narratives and recommendations
• Take ownership of your accounts and beyond to improve systems, processes, or team performance
• Know how to uncover expansion with new activation use cases, sponsor integrations, sister properties, and budget pockets
• Build trust across sports orgs: marketing, digital, partnerships, ticketing, broadcast, event ops, and data teams
• Have experience coordinating platform migrations or complex onboarding alongside implementation teams
• Are comfortable in HubSpot (or can ramp fast) and use systems to scale client engagement
• NRR targets across your portfolio: drive usage, adoption, renewal, and expansion. You own the number of your portfolio
• Health score monitoring: proactively flag at-risk signals, build recovery plans, and move before accounts slip, with seasonality factored in
• Executive engagement, Strategic QBRs, Event and Season Reviews: multi-thread across client teams and build relationships with executives, budget holders, and senior stakeholders
• Risk mitigation and problem-solving: turn insights into action fast. You don’t wait for escalation
• Live activation readiness: partner with our team to make sure codes, Hubs, and FlowURLs perform on game day, fight night, and event day
• Cross-functional influence: drive alignment across Sales, Product, and GTM to unlock product growth and services opportunities to drive revenue
• Platform migration coordination: manage client-side timelines, expectations, and cross-functional dependencies alongside our implementation team
• Sales partnership: identify and close upsell opportunities, including new properties, sponsors, and events
• Workflow alignment: build rhythms that match season calendars, event schedules, sponsor deliverables, and renewal cycles
• NYC presence: deepen sports relationships by showing up on-site, at live events, and as a strategic partner

Benefits

• Unlimited Vacation
• Paid Health Benefits
• Employee Stock Options
• Lunch stipend & office snacks
• Happy hours & team dinner
• Custom swag
• Parental Leave
• Team offsites
• Diverse Managers

• Ability to operate independently and deliver in a fast-paced, high-growth startup
• Experience supporting live events or time-sensitive activations
• 2-3+ years in CSM, Account Management, Partnerships, or similar client-facing roles
• Clear, concise communicator, comfortable presenting to senior stakeholders and comfortable pushing back when needed
• Experience using CRM and CS platforms like HubSpot; health score tooling experience is a major plus
• Strong understanding of fan engagement, attribution, and analytics
• Experience in the sports industry or managing sports clients strongly preferred
• Flexibility to support occasional nights and weekends around key live events
• Exposure to platform migrations or complex product transitions for enterprise clients is a plus
• Proven track record managing at-risk accounts, driving renewals, and hitting NRR or retention targets