Customer Success Manager - Sportsbook, EMEA
The successful candidate will demonstrate a hybrid skill set, combining a strong commercial acumen with a passion for the ongoing customer experience at Genius Sports. They will understand the company's products and services in detail and speak credibly with industry experts. In addition, they will be required to immerse themselves within the sports betting industry and to understand all technological and regulatory developments.
This candidate will manage the ongoing customer lifecycle for their allotted customers, ensuring customers are engaged and satisfied with their products and services. Throughout the contract term they will identify and execute upsell and cross-sell opportunities, with the ultimate goal of ensuring a successful renewal, collaborating with Senior Managers, the Head of Client Growth, and the Global Commercial Director to do so.
- Develop a deep understanding of our clients’ organisations and build strong relationships with multiple contacts in their business.
- Contribute towards the contract renewal process for your customers to ensure we’re retaining business and exceeding aggressive growth targets.
- Identify upsell/cross-sell opportunities for Genius Sport’s portfolio of services with existing customers and ensure the speedy closure of deals.
- Ensure customer contractual requirements are understood, delivered and any related issues are dealt with and resolved effectively and promptly.
- Liaise with trading and support teams to monitor any issues that arise, identifying and escalating important issues, as necessary.
- Lead and/or contribute to key Customer Success projects as directed by Senior Managers, the VP of Client Growth and Commercial Director.
- Monitor customer performance against SLAs while reporting findings to the business via KPI reports.
- Use analytical skills to identify and solve complex problems, liaising with the customer, the operations team and all other areas of the business worldwide.
- Responsible for formalising, maintaining and analysing regular client feedback systems and providing meaningful recommendations for improvement to relevant internal stakeholders.
- Own the management of customer and contract data within the CRM system, ensuring accuracy in revenue forecasting and delivering clear, impactful reports to the wider business.
- Experience with sports betting or sports technology related industries (nice-to-have).
- A minimum of 3 years proven success in a B2B commercial role (required).
- Experience contributing to the end-to-end sales process for high-value deals and strategic customers (required).
- Strong communication skills both written & verbal (required).
- Proven creative problem-solving approach and strong analytical skills (required).
- Highly organised and data-driven with excellent attention to detail (required).
- High level of technical proficiency at Excel/Salesforce or other CRM systems (required).
- A willingness to travel internationally (sometimes at short notice) (required).
- Passion & interest in sports and/or sports betting (required).
- Competitive salary.
- Range of benefits.
- Support for employee wellbeing.
- Opportunities for skills, experience and career growth.
Genius Sports is a sports data and technology company that supplies official data, streaming, integrity and advertising services to sports leagues, sportsbooks and media companies. Founded in 2001 and headquartered in London, with a major office in New York and others worldwide, it is the official data partner of organisations including the NFL, English Premier League and FIBA. The company provides the technology that connects sports, betting and media businesses. Genius Sports is listed on the New York Stock Exchange.