What are the responsibilities and job description for the Senior Customer Success Manager position at Spiideo?
Spiideo provides innovative solutions for automating sports video production, video analysis and streaming of all levels of sports - all over the world. The powerful cloud-based camera system uses AI to automatically capture high-quality, panoramic footage, enabling the delivery of high-quality analysis and feedback without manual filming.
Spiideo works globally with all levels of sports- from elite to amateur and senior to youth. More than 4,000 organizations are currently using Spiideo, including teams in the Premier League, NHL and NBA, as well as national leagues such as Sweden's Allsvenskan.
Founded in Malmö in 2012, Spiideo has grown and scaled internationally, delivering products worldwide and with employees across 12 different countries. Alongside camera system development, customer success, sales and marketing, we have a complete product development organization in-house with high capacity in cloud, frontend, design, video and AI / ML.
We are looking for a Senior 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 Media companies and Leagues in North and South America using Spiideo.
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 Media Companies or Leagues & Federations.
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 QBRs, 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 : Provide strategic guidance and operational support to help customers unlock the full potential of Spiideo’s solutions
- Renewals : Proactively manage the renewal process, driving retention and renewal targets through strategic planning and consistent follow-ups.
- Upsell & Expansion : Collaborate with customers to identify opportunities to expand their 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?
Our largest Media Companies & Leagues across North and South America using Spiideo for Spiideo Play (broadcasting), Spiideo Replay (VAR), or Spiideo Perform & League Exchange for teams within those leagues.
Some examples include United Soccer League (USL), NBC Sports, ESPN World Wide of Sports, SeeUPlay (Mexico), BlackBear Sports Group, etc.
What we are looking for :
Minimum 5 years experience with similar role
What we can offer :
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
You will be part of an international team with knowledgable and friendly people from many different nationalities and backgrounds. That's why we welcome applicants from all backgrounds to contribute their unique perspectives, skills, and experiences, fostering a diverse and inclusive workforce across Spiideo.
We offer a well developed benefits package, including a pension & insurance package according to collective agreement standard, parental leave pay, wellness contribution and the opportunity to spend two hours per week on physical activity. Apply now and become an integral part of our success story.
