Customer Success Manager, Europe

About ScorePlay

Our mission is to revolutionize the way sports brands manage, leverage and license their media content. Founded in 2021, ScorePlay is the first AI-powered all-in-one media workspace designed by sports, for sports. We've co-constructed an AI-driven software that helps sports organizations index, manage, distribute, and monetize their videos, live broadcasts and photos on a single platform, enabling their visual storytelling and expanding their online reach and brand. The AI tags content automatically using facial and text recognition, which automates both classification and distribution, as well as streamlining video broadcast workflows to better connect ecosystems.

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Over 150 organizations from around the world, including the Paris 2024 Olympics, the AFCON (CAF), Sacramento Kings (NBA), Swiss Football League, Volleyball World (FIVB & CVC Partnership), West Ham & Wolves (Premier League), Angel City & SD Wave (NWSL), Major League Pickleball, AS Monaco (Ligue 1), Real Sociedad (La Liga), NYCFC & Orlando City SC (MLS), The Amundi Championship (Golf), Freeride World Tour (Ski freestyle) and Stade Rochelais (Top14) use ScorePlay daily to manage and distribute their content.

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We’re growing

ScorePlay is currently recruiting their next Customer Success Manager, Europe to work closely with our customers to increase adoption, onboard new customers, gain product feedback and manage renewals. You will be responsible for helping us delight our customers and ensure they’re getting the most out of their relationship with ScorePlay. Working with our Global Customer Success team, you will play a critical role in managing customer relationships with our European clients.

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At ScorePlay you will be joining a growing company, take ownership and autonomy of your work, and contribute to building a product that changes the sports media landscape. We will provide you with a range of tools here at ScorePlay such as Linear, Notion, Claap and Discord to help you with your work.

The position

ScorePlay is currently recruiting for a Customer Success Manager to manage key client accounts, help drive product adoption and feed into our product roadmap. You will be reporting into the Head of Customer Success, Europe and working globally with the Head of Customer Success, North America. You will work closely with our Sales and Product functions to ensure our product designs and developments always have our end users in mind.

Why would you want this role?

• You will be part of a fast-growing SaaS startup with tremendous market-altering potential
• You will be given significant growth opportunities, with the ability to quickly develop and own part of the team’s work
• Every day you will solve strategic problems - both for customers and for ScorePlay
• You will be on the ground floor as it relates to our long term Customer Success strategy in Europe. Your input, ideas, and contributions will help shape how we engage with customers for years to come
• You will work hand in hand with key stakeholders (e.g. VP, Content or Director of Post-Production) and their operational team members (e.g. Senior Video Producer or the Photography team) at customer companies, helping them to manage media content in the ScorePlay platform

Responsibilities

1. Client Onboarding and Adoption:
   • Oversee the onboarding process for new clients including virtual and in-person training, ensuring a seamless and positive experience and teaching new customers how to use ScorePlay based on their unique Job To Be Done with media (e.g. Content Producer vs Partnerships Marketer).
   • Producing education resources such as screen recording tutorials, help center articles, or informative emails to increase adoption.
   • Be a feature an demonstration expert, increasing customer trust and providing solutions.
2. Relationship Management:
   • Build and maintain strong relationships with key clients, understanding their goals and challenges, such as analysing and improving existing media workflows.
   • Collaborate with clients to identify opportunities for upselling and expansion.
3. Customer Advocacy:
   • Cultivate customer advocates by identifying and showcasing success stories and testimonials.
   • Act as a liaison between clients and internal teams, ensuring client feedback is effectively communicated.
4. Customer Feedback and Insights:
   • Gather and analyze customer feedback to inform product development and improvement.
   • Utilize insights to drive continuous improvement in customer success processes.
   • Reporting bugs and assisting with everyday customer support.
5. Collaboration:
   • Work closely as a Customer Success team on creating strategies and processes for success.
   • Work hand in hand with sales feeding in leads to sales for renewal, upsell and cross sell.
   • Work closely across the company to ensure customers issues are highlighted, triaged, addressed and customers are always delighted with the ScorePlay service and product.
   • Feed into RFP’s, RFI’s and other sales processes to ensure success.

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Requirements and skills

• A natural curiosity about media, associated workflows and affinity for video, livestream, broadcasting.
• A strong interest in learning about and being a thought leader in how media is consumed and produced.
• Proven experience in a customer success role, preferably within a startup SaaS organisation.
• Strong understanding of customer success best practices and strategies.
• Excellent communication, interpersonal, and leadership skills.
• Ability to build and maintain relationships with clients at all levels of seniority.
• Excellent operator with a focus on driving customer satisfaction.
• Experience with customer relations such as networking, incident management, feedback cycles, gathering and analysing customer data.
• Fluent English and French is essential, Italian or German would be an advantage.

This position is fully remote and we welcome candidates located across Europe.

Values

• Design thinking: We are rooted in design thinking. We believe in placing the end user at the heart of our creative process, fostering empathy and understanding.
• Ambitious yet accountable: Ambition fuels our drive for excellence, propelling us to set bold goals and embrace challenges. We are determined to push boundaries and our ambition is coupled with a sense of accountability.
• Two way transparency: We believe in two-way transparency where open communication flows freely in both directions – from leadership to team members and vice versa.
• Playful Professionalism: We embody the spirit of playful professionalism, blending a lighthearted approach with unwavering commitment to excellence.
• Autonomous Collaboration: At ScorePlay, we champion autonomous collaboration as a core value that shapes our dynamic and innovative workplace culture.

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If you think you have the right skills and identify with our values, click apply now so we can review your profile.

Diversity Statement:

We aim to attract and welcome candidates from diverse backgrounds and we are committed to providing a positive recruitment process, which respects individuality. We are an equal opportunity employer and do not discriminate on the grounds of race/color, national origin, religion/creed, age, sex/gender, sexual orientation, marital/family/civil status, disability, genetic information or any other protected class or dimension of diversity that is protected under the law.

As we are an international company, our main language in the office is English. Please send a CV in English for this role.