Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 2, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Manager (CSM) for the ANZ region at ScorePlay, you will be the primary advocate and strategic partner for a dedicated portfolio of sports and media clients. Your core mission is to ensure these organizations not only adopt ScorePlay seamlessly but also leverage its full potential to achieve their content and fan engagement goals. This pivotal role operates at the nexus of deep client relationship management and meticulous operational execution, requiring you to act as a trusted advisor and problem-solver.
- • You will be instrumental in guiding new ANZ customers through their entire onboarding journey, from the initial kickoff meeting to the point where ScorePlay becomes an integral part of their daily workflows. This involves orchestrating a smooth and efficient transition, ensuring all stakeholders are comfortable and proficient with the platform. Your expertise will be crucial in driving deep product adoption through tailored training sessions, comprehensive enablement resources, and the development of clear, actionable success plans that align with each client's unique objectives.
- • Becoming a recognized product expert is key. You will lead engaging product demonstrations, provide expert guidance on workflow optimization, and proactively recommend best-practice configurations to maximize client value. A critical aspect of your role involves the early identification and swift resolution of any potential friction points – whether they stem from people, processes, or content workflows – to prevent adoption challenges and ensure sustained engagement.
- • Building and nurturing robust relationships with key stakeholders across various departments within client organizations is paramount. This includes individuals in media, digital content, communications, operations, and executive leadership. You will maintain a constant pulse on client progress against their defined goals, demonstrating tangible value and return on investment (ROI) through regular, structured check-ins and comprehensive Quarterly Business Review (QBR)-style updates.
- • You will directly own the retention outcomes for your assigned customer portfolio. This involves proactively managing the renewal process, identifying at-risk accounts, and developing strategies to mitigate churn. Simultaneously, you will be attuned to opportunities for expansion and upsell, recognizing where ScorePlay can provide even greater value to your clients as their needs evolve.
- • A significant part of your role will be to foster customer advocacy. By identifying and highlighting high-impact client successes, you will collaborate with the Marketing team to develop compelling references, testimonials, and case studies that showcase ScorePlay's impact. Your efforts will help create internal champions within client organizations by empowering their teams with faster, more efficient, and higher-quality content workflows, making them look great to their own audiences.
- • You will act as a crucial conduit for feedback and insights. Gathering qualitative and quantitative data on customer usage and sentiment, you will translate these findings into actionable recommendations for both the client and ScorePlay's internal Product and Engineering teams. This feedback loop is vital for driving continuous improvement of the platform and ensuring it remains at the forefront of sports media technology.
- • Cross-functional collaboration is essential for success. You will work hand-in-hand with the Sales team to ensure seamless handoffs, support renewal discussions, and identify upsell and expansion opportunities. You will also coordinate closely with internal teams to effectively triage customer issues, manage incidents with transparency and efficiency, and ensure clients feel consistently supported and informed throughout their journey.
- • Furthermore, you will contribute to commercial processes such as Requests for Proposals (RFPs) and Requests for Information (RFIs) by providing accurate customer context, success planning insights, and demonstrating the value ScorePlay delivers.
- • Working at ScorePlay means collaborating with some of the most prestigious sports organizations globally, helping them modernize their media management and distribution strategies. You will experience true ownership, where success is measured not just by support, but by tangible adoption, demonstrable outcomes, and client growth. You will join a dynamic, international team that is building the definitive category leader in sports media workflows, characterized by close collaboration between Product, Tech, and Customer-facing teams.
🎯 Requirements
- • Minimum of 3 years of experience in a Customer Success, Account Management, Implementation, or Project Management role within a B2B SaaS environment.
- • Proven ability to manage diverse stakeholders effectively, comfortable engaging with both executive leadership and day-to-day operational users.
- • A hands-on, operator mindset with the ability to manage onboarding processes, develop streamlined workflows, and juggle multiple client engagements without compromising quality.
- • Excellent written and spoken English communication skills, essential for clear and effective client and internal communication.
- • Experience with established customer management rhythms, including incident management, feedback cycles, and analyzing customer data to drive proactive actions and strategic decisions.
🏖️ Benefits
- • Opportunity to work with top-tier sports organizations and shape the future of sports media.
- • Significant ownership and autonomy in managing your client portfolio and driving customer success outcomes.
- • Be part of a fast-growing, well-funded startup with a strong vision and a proven track record of retention and growth.
- • Join an international, collaborative team with a strong culture of innovation and mutual support.
- • Competitive salary and potential for equity participation in a rapidly scaling company.
Skills & Technologies
Remote
About ScorePlay Inc.
ScorePlay Inc. provides cloud-based media asset management tailored for sports organizations. Its platform automates ingestion, AI tagging, and distribution of photos and videos to athletes, partners, and fans while enforcing rights and branding rules. Centralized search, real-time sharing links, and analytics help clubs, leagues, and federations maximize content value across social, broadcast, and sponsorship channels.
