Customer Success Specialist

EverPass Media is redefining the role of TVs in businesses by blending exclusive top-tier sports and entertainment with unmatched marketing innovation. With a focus on premium content like NFL Sunday Ticket, smart promotions, and seamless partnerships, we offer a cloud-based platform that combines ease of use with advanced functionality and reliability. We're empowering business owners to control their content like never before, ensuring their screens are more than just TVs—they're key to engaging, entertaining, and understanding their customers to help drive business results. We are poised to leverage our strong leadership, innovative technology, and strategic partnerships to become the go-to destination for on-premise entertainment and marketing.

About the role:

The Customer Success Specialist (CSS) is part of the EverPass Customer Success team and manages the company's fast-growing segment of SMB customers. The objective of this role is to: (1) drive adoption of the platform across the customer base; (2) minimize churn; (3) maximize content viewership for streaming customers.

Responsibilities:

• Data-driven account management, leveraging the company's Customer Success Software Platform for scaled efficiency
• Prepare and distribute SMB usage, viewership, and performance reports
• Identify "power users" for product feedback
• Work closely with Support, Finance, Product, and Marketing to resolve customer issues and deliver customer expectations.
• Manage multiple projects and customers simultaneously
• Handle routine administrative and account management tasks such as cancellation requests, invoicing inquiries, feature adoption and recommendations, device replacements, service activations/pauses, renewals, and contract paperwork.
• Provide hands-on troubleshooting and support, new customer onboarding, including account setup, training, and initial configuration of devices and content.
• Participate in internal CS initiatives and process improvement projects to improve customer outcomes and team efficiency.
• Drive Customer Retention & Expansion - Identify opportunities to reduce churn, re-engage inactive users, and highlight feature adoption.
• Assist Streaming-Specific Customers - Guide streaming customers through troubleshooting, content setup, and device navigation related to NFL Sunday Ticket and similar products.
• Maintain clean data integrity with internal systems such as Salesforce and our CRM tools.
  
  

Qualifications:

• 3 years of relevant experience in customer success at a SaaS or Content company
• Bachelor's degree or equivalent experience
• Excited about working in a high-growth, B2B SaaS environment.
• Experience managing your own book of customers including onboarding, monthly touchpoints and QBRs
• Strong written and verbal communication skills
• Action-oriented and ability to work well with ambiguity
• Familiar with Project Management methodologies
• Flexible self-starter who isn't afraid to jump into the fire
• Patient demeanor and thoughtful communication skills
• Willingness to travel to customer locations as needed
  
  

Expected Compensation: The anticipated base salary range for a new hire into this position is $60,000 - $75,000. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements.

About Us:

EverPass Media is a comprehensive media platform dedicated to commercial businesses, that aggregates, distributes and enables streaming of live sports and entertainment content, and offers a wide array of consumer engagement and performance marketing tools for bars, restaurants, hotels and other commercial venues. Launched initially as the exclusive distributor of NFL Sunday Ticket to commercial establishments in the United States, EverPass partners with rightsholders, distribution partners and business owners to unlock greater access to premium live events and drive business growth. EverPass was founded in 2023 in partnership with RedBird Capital Partners and 32 Equity, the strategic investment arm of the National Football League. TKO Group Holdings, parent company of UFC and WWE, joined as an investor in 2024.

Benefits and Perks:

• Competitive Compensation
• Medical, dental, vision, life, and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Unlimited PTO
• Paid Parental Leave
• Mental Health and Recharge Days
• 401k Match
• Pre-tax Transportation
• Employee Assistance Program
• Type of work: Hybrid
• Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours
  
  

This is a chance for you to join a challenging and inspiring environment where you will have the opportunity to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together, we create an innovative environment that drives EverPass forward. If you are the right person for the role you will be part of a fantastic journey in a dynamic, high-growth business.

We look forward to your application.

EverPass is an equal opportunity workplace and an affirmative-action employer.

We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.