Customer Success Manager - Southern Europe (Spain based)

📋 Description

• • **Shape the Future of Sports Media Engagement in Southern Europe:** ScorePlay is revolutionizing how sports organizations connect with their audiences through cutting-edge AI media technology. We are seeking a dynamic and driven Customer Success Manager (CSM) to spearhead our growth and deepen relationships within the Southern European market, with a primary focus on Spain. This is a unique opportunity to own and nurture a portfolio of valuable clients, ensuring they derive maximum benefit from the ScorePlay platform and transforming strong adoption into enduring, high-value partnerships. As a hands-on contributor, you will be instrumental in scaling our operations in one of our most promising regions, directly impacting our trajectory towards becoming the undisputed global leader in sports media.
• • **Cultivate Exceptional Customer Relationships and Drive Adoption:** Your core responsibility will be to manage a dedicated portfolio of Southern European customers. This involves guiding them seamlessly through the entire customer lifecycle, from initial onboarding and comprehensive training to ongoing adoption support and meticulous preparation for renewals. You will be the trusted advisor for key users and decision-makers, proactively understanding their unique workflows, strategic objectives, and any potential adoption challenges. Through structured check-ins, personalized training sessions, and the consistent delivery of value-driven insights and best practices, you will empower customers to fully leverage ScorePlay's capabilities, fostering a deep sense of partnership and satisfaction.
• • **Champion Customer Retention and Proactive Account Health Management:** A critical aspect of your role will be to meticulously track customer health and satisfaction metrics. You will develop a keen ability to identify potential risks or churn indicators early on and implement swift, effective mitigation strategies. You will take ownership of the renewal process for your assigned accounts, ensuring clear timelines, proactive stakeholder engagement, and successful contract renewals. Maintaining accurate and up-to-date records of customer interactions, feedback, and account status within our CRM and other tools will be paramount to ensuring seamless account management and strategic planning.
• • **Identify Growth Opportunities and Drive Market Expansion:** While focused on success, you will also possess a keen commercial eye. You will actively identify and pursue upsell and expansion opportunities within your existing customer base, demonstrating how ScorePlay can further support their evolving needs and strategic goals. You will collaborate closely with our Sales team, translating your deep understanding of customer challenges and successes into actionable insights that fuel new business pipeline and drive revenue growth. This partnership will be crucial in activating and expanding our presence across the Southern European market.
• • **Be a Strategic Partner and Advocate for Customer Needs:** You will serve as the primary point of contact for your customers, advocating for their needs internally. This involves close coordination with our Product and Engineering teams to address any technical issues, unblock user challenges, and provide structured, valuable feedback from the field. Your insights will directly influence product development and enhance the overall customer experience. You will also be prepared to support senior team members on larger, high-profile accounts or strategic projects, contributing your expertise and ensuring collective success.
• • **Embrace a Fast-Paced, Innovative Sports-Tech Environment:** ScorePlay is not just another SaaS company; we are at the forefront of sports media innovation. You will be joining a rapidly growing, well-funded startup (20M raised from top investors and elite athletes) with a proven track record of success (3x year-over-year growth, 100% retention). Our platform is already trusted by over 270 prestigious sports organizations, including major leagues and federations. This role offers significant autonomy and support, allowing you to shape our customer success strategy in Southern Europe while working closely with a talented CS team and sales presence. If you are passionate about sports, thrive in dynamic environments, and are eager to make a tangible impact, ScorePlay is the place for you.
• • **Contribute to a Collaborative and Inclusive Culture:** We believe that diverse perspectives strengthen our team and enhance our ability to innovate. ScorePlay is committed to building an inclusive environment where everyone feels safe, respected, and empowered. We encourage applications from individuals of all backgrounds, recognizing that different experiences and viewpoints are our greatest assets. Join us in redefining the future of sports content and fan engagement.