Customer success & service manager
Rover
- Remote job
Rover is seeking a Customer Success Manager to join us on our mission to drive the future of fan and member engagement by unlocking meaningful connections between sports teams and their fanbase.
Trusted by more than 65 teams across the NFL, NBA, NHL, MLS, and globally, Rover's sports first marketing automation platform is purpose built for the unique needs of sports organizations. Ticketing, membership services, marketing, and digital teams use Rover to orchestrate push, SMS, and in-app messaging that personalizes the fan experience and drives measurable revenue.
With over 12 years of business, we've built a solid reputation within the sports tech industry, and our next Customer Success Manager will play a key role in empowering our growing roster of clients to achieve their mobile marketing goals and uphold our high customer service standards.
Rover's Customer Success team is a fully remote, fast-paced, collaborative and self-directed environment where everyone brings their passion to work every day. We value hustle, being customer obsessed and people who bring a solution-oriented mentality. As a growing tech company we're entrepreneurial in spirit, creative in our thinking, and innovative in our approach. As a Customer Success Manager, your role lives within the broader Customer Success group and reports into the CSM Team Lead. You will oversee a portfolio of 25-30 sports teams, where your key objective is maintaining customer happiness. You'll do so by helping clients drive platform utilization, implementing best-in-class use cases and guiding marketing campaign orchestration in order to drive ROI and channel-specific outcomes. Success in this role is measured by customer retention, account growth, and strength of stakeholder relationships.
Harnessing your marketing automation expertise, knowledge of sports marketing content and strategic account management skills, your primary focus will be to foster a strong relationship and become a trusted advisor for your portfolio of customers. You'll also be tasked with collaborating cross-functionally with other departments to drive buy-in for a broad set of initiatives impacting ticket revenue, fan engagement, tentpole events, and data capture.
Your day-to-day will involve aligning around each client's marketing goals, developing marketing plans, promoting best-in-class use cases to help them achieve their KPIs, and building reporting insights to demonstrate the ROI results of their campaigns. You will also work collaboratively with members from Rover's Project Delivery, Product Specialists and Design Services teams to provide guidance around support tickets and service requests.
A sports fan, bonus points for experience working for a sports team or within the sports industry
- 2+ years of experience in a Customer Success or Account Manager role, ideally in a SaaS environment
- A strong background in digital marketing, with hands on campaign execution across push, SMS, in app, and email
- Excellent communication skills across channels including email, Slack, video conferencing, and support tools such as Pylon
Customer obsessed, with a solutions oriented approach
Extended health and dental coverage
Topped-up maternity and parental leave
Optional virtual social events regularly to connect with colleagues
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