Senior Manager, Customer Success - Sports

As Greenfly continues to grow across industry verticals, we are seeking a relationship-driven individual to help retain and expand our growing portfolio of global customers. Our enterprise SaaS platform empowers organizations to collect, automatically organize, and distribute digital media to hundreds or thousands of advocates and partners to increase social media reach and engagement, and drive revenue growth.
As a part of the Customer Success (CS) department, the ideal person for this role will be a critical part of Greenfly’s CS team. With a track record of growing accounts and building long-term relationships, you will support some of our most iconic sports and entertainment customers. Based out of the East Coast, this role will focus primarily on large sports leagues and team enterprises in the US and Europe.
Building a deep understanding of how Greenfly’s customers should utilize Greenfly to best support and optimize their organizations, you’ll be pivotal in ensuring customer satisfaction, retention and growth. The Customer Success team will look to you as an expert of your market, your customers and their respective industries.
Greenfly is a digital media collaboration platform that enables - and inspires - brands to request, manage and share user- and creator-generated content with athletes, influencers, talent, advocates, brand ambassadors, employees, fans, and more. Co-founded by MLB all-star Shawn Green, the company began in 2015 and has quickly established a significant foothold in the sports and media sectors.
Responsibilities

• Work proactively to eliminate risk for churn, escalating customer issues as needed
• Understand the Greenfly platform and app to ensure customers are leveraging the functionality to its fullest
• Establish and build relationships at all levels of Greenfly’s customers
• Lead strategic conversations with key stakeholders to ensure the customer is successful in meeting business and Greenfly specific objectives
• Build out best practices and processes related to your customers and your market
• Support customers through on-boarding, including initial setup and training to ensure maximum usage, value, retention and expansion
• Deliver reports and presentations to showcase value, opportunities for improvement and growth, and overall trends
• Support on certain strategic accounts, co-owning both customer-facing and internal execution and communication
• Drive renewals and grow Greenfly’s business within existing customers, working across business units/organizations at our customers
• Monitor customer usage and metrics to track adoption, opportunities for expansion and at-risk signs
• Create custom on-boarding plans for customers’ advocates (or end users)
• Work cross-functionally with Sales, Marketing, Product and Engineering to advocate on behalf of customers and deliver value at every touchpoint

Requirements

• Proven results in meeting customer retention and expansion goals
• 8+ years of overall account management, customer success or Saas B2B experience
• Clear understanding of the social media landscape and current trends
• Proven ability to succeed in a fast-paced, startup environment
• Exceptional written and verbal communication skills
• Ability to ramp quickly
• Experience working at or directly with sports and/or entertainment & media organizations
• Problem solver with strong project management skills
• Experience with Salesforce.com or a customer management tool such as Catalyst
• A proactive approach to building customer relationships and navigating complex business structures
• Travel up to 20% of the time required
• Excellent presentation skills - verbal and written – when communicating to a range of stakeholders including executive teams
• Experience working in a startup environment

Benefits

• Unlimited vacation, health, dental and vision benefits
• You'll visit our Santa Monica, California HQ office occasionally
• Greenfly is an equal opportunity employer and we have a culture of diversity and inclusion
• This position is based on the East Coast, US
• Stock options

At Greenfly, we celebrate different opinions and points of view and we believe that our diversity drives innovation. Together, we are building an inclusive culture that encourages, supports and appreciates the diverse voices of our employees. We want every one of our employees to feel valued, appreciated, and free to be who they are at work. Our hiring and management programs are designed to foster inclusiveness. Diversity fuels our innovation and helps us to continue to create deeper connections with the customers we serve.