Customer Success Manager - Sportsbook
Genius Sports is seeking a Customer Success Manager to join their team in New York. The successful candidate will possess a hybrid skill set that combines strong commercial acumen with a passion for the ongoing customer experience. They will be expected to develop a detailed understanding of Genius Sports products and services to speak credibly with industry experts, while immersing themselves in the sports betting industry to stay current on technological and regulatory developments.
The role involves managing the ongoing customer lifecycle for assigned accounts to ensure high levels of engagement and satisfaction. Throughout the contract term, the manager will identify and execute upsell and cross-sell opportunities, collaborating with senior leadership to ensure successful renewals.
- Develop a deep understanding of clients’ organisations and build strong relationships with multiple contacts in their business.
- Contribute towards the contract renewal process to ensure business retention and exceed growth targets.
- Identify upsell and cross-sell opportunities for the Genius Sports portfolio of services and ensure the speedy closure of deals.
- Ensure customer contractual requirements are understood, delivered, and resolved effectively and promptly.
- Liaise with trading and support teams to monitor issues, identifying and escalating important matters as necessary.
- Lead or contribute to key Customer Success projects as directed by senior management.
- Monitor customer performance against SLAs and report findings via KPI reports.
- Use analytical skills to identify and solve complex problems by liaising with customers, operations, and other internal departments.
- Formalise, maintain, and analyse regular client feedback systems and provide recommendations for improvement.
- Manage customer and contract data within the CRM system to ensure accurate revenue forecasting and reporting.
- 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 and 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 and interest in sports and/or sports betting (required).
- Annualised salary of $100,000 - $120,000.
- Variable compensation.
- Eligibility for the Genius Sports Group benefits plan.
- Support for employee wellbeing and career development.
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.