Enterprise Customer Success Manager

Who We Are 

At StellarAlgo we are inspired and united around innovating the future of fan experiences.  We are brought together by the belief that accessible and actionable data inspires the personalized and authentic experiences that create lifelong fans. Through a combination of embracing challenges, a belief that alignment enables autonomy and a committed team, we believe in empowering our players to achieve big things where it comes to solving interesting problems with data. In fact, our biggest investment is in you; we give you what you need to focus on your professional growth and career development, all while developing software that directly impacts our customers and their fans. We will challenge you and you will be surrounded by people equally committed to the company’s success, allowing for constant collaboration.  

The Role: Are you up for the challenge?  

StellarAlgo is the leading customer cloud platform for live audience businesses. We’re focused on growing and monetizing the world's most passionate digital audiences by recruiting high performers who know how to go for gold, work with their team, solve problems in real time, and speak up with creative ideas.  

The League and Federation Business Unit helps our enterprise customers transform how they engage their fans while growing revenue for StellarAlgo. To realize this goal, the Enterprise Customer Success Manager will use their deep knowledge of our customers, the sporting industry, and our platform to position how our solutions will help customers realize their strategic goals.   

What You'll Do  

• Deeply understand your customer’s business goals by researching and building relationships with an ever-expanding group of users, business, and technical decision makers across the organization.

• Establish and execute customer success plans that support the Enterprise Account Executive’s account strategy.

• Dive deep into your customer’s data, uncover and share meaningful use cases that drive adoption and ROI.

• Educate data analysts, marketing directors, sales directors and strategy executives on fan data best practices, developing fan insights, and leveraging fan insights using the StellarAlgo Platform.

• Identify and assist customer stakeholders to configure key business rules and automations inside the StellarAlgo platform to achieve their data strategy outcomes.

• Craft externally shareable customer success stories that demonstrate value.

• Execute renewal and upsell activities in partnership with the Enterprise Account Executive.

• Lead customer success initiatives, including customer onboarding programs, adoptions programs and proactive support and feature launch efforts.

• Actively seek customer feedback, identifying and understanding the drivers of satisfaction and dissatisfaction.

• Craft success stories to highlight StellarAlgo’s value.

• Act as a voice of the customer, bringing back customer insights to the StellarAlgo team to impact our product and service.

• Anticipate issues and risks on customer satisfaction, determine the root cause of problems, remove blockers, and establish action plans to improve your customer's overall experience.

• Proactively establish agreement on success measures and manage the execution of success measures to prevent the need for recovery plans.

What We're Looking For   

Our enterprise CSMs are hands-on product experts; they deeply understand the StellarAlgo products, the customer's needs, and have the proactive orchestration skills required to deliver.  

• 5 + years of Customer Success Management in a SaaS product environment

• Experience working with key enterprise accounts

• Proven ability to build relationships and strategize with product users as well as executive customers

• Experience working in the sports industry for a league or team

• Experience with analyzing and interpreting complex data sets to derive actionable insights (familiar with using Tableau, Power BI or similar)

• Hands-on experience with CDP and or other data/analytics software

  

Who You Are   

You are an excellent communicator, someone with the ability to clearly convey information and provide guidance to customers.  No matter the audience, you are very good at presenting.   

When challenged with complex questions, you share your deep knowledge of how our solution works, our customers data and the value it creates.  

You are a strong problem-solver with the ability to identify customer challenges and develop innovative solutions. Being proactive in addressing issues before they escalate is crucial. 

You love data and relish the opportunity to dig deep and uncover innovative use cases that create excitement and value for your customers.  

As a self-starter, you’ll work to develop new opportunities within your accounts. You will develop comprehensive success plans with your customers and lead the team in execution of those plans.  

You are a trusted advisor who does what you say you'll do. You see the world through the eyes of the customer by deeply understanding their business needs, challenges, and goals.  

The data is clear – diverse teams are not only the right way to go, they’re the profitable way to go. StellarAlgo is an equal opportunity employer that prioritizes creating an inclusive work environment for our team. We focus on hiring candidates with unique perspectives and opinions that improve our ability to apply creative solutions to complex problems.