Customer Success Manager (Digital Sports Platforms)

ABOUT YINZCAM

YinzCam is a tech leader in sports, developing mobile apps, Connected TV apps, and analytics solutions for sports teams, leagues, events, and venues worldwide. With over 180 professional sports clients and more than 100 million app installs globally, we are dedicated to developing technology to connect fans with the live events they love, year-round, 24/7. Our IPTV product has elevated venues like Mercedes-Benz Stadium, Rocket Mortgage FieldHouse, and Allegiant Stadium.

Our digital products are used by 200+ professional sports teams and leagues around the world, including clubs and stadiums in the NFL, NBA, MLS, NHL, Liga MX, English Premier League, AFL (Australia), and more. Read more about our story and clients at .

NOTE : This is an in-office role in Pittsburgh, PA, USA. This is not a remote/hybrid role.

THE ROLE

This role is an in-office role in Pittsburgh. We offer relocation support to new employees.

The Customer Success Manager role involves designing, implementing, and measuring new cross-functional initiatives to deliver an exceptional customer experience for YinzCam's mobile-app, website, and data platforms.

You will serve some of the biggest brands in sports in NFL, NBA, NHL, MLS, EPL, to drive YinzCam’s platform adoption and business value to those brands.

In this role, you will:

• Design and implement customer success plans with business goals, KPIs, and timelines.
• Expand current product portfolio by understanding customer needs, wants, pain points, and opportunities for expansion to YinzCam’s products and services.
• Work with Product Owners, Design, and Engineering teams to serve customers who are pushing the YinzCam platform’s boundaries.
• Work with third parties to ensure that their integration into the platform is seamless.
• Collect and relay product and customer feedback, to identify pain points and opportunities that inform Product and Strategy.
• Conduct customer meetings to discuss best practices, share use cases, communicate feature updates, and make recommendations to help customers maximize YinzCam’s platform and services.
• Identify and expand opportunities to deepen customer engagement and customer growth.
• Maintain accurate and up-to-date customer records in our system.
• Facilitate customer testimonials and case studies.
• Report to the CEO.

You will LOVE this role if you:

• Are a doer, not a talker alone—you operate with sheer horsepower and can/will get things done.
• Have a customer-obsessed, product-obsessed, service-obsessed mindset.
• Are an articulate, exceptional presenter in executive and business settings.
• Are an over-communicator, over-documenter, self-learner, and juggler of multiple projects.
• Write beautifully, and are a stickler for English grammar and for design details.
• Are passionate about customer satisfaction and retention, and have a track record of anticipating customer needs and delivering on-time/ahead-of-time solutions.
• Can proactively identify pain points and opportunities from the customer's lens.
• Have 5+ years of experience in customer success for technical products, mobile apps, and websites.
• Are in it for the long haul, to grow your career at YinzCam, to become a leader for customer success across our organization long-term.

THE BENEFITS

• Paid time off every year
• Paid maternity and paternity leave
• Full medical, dental and vision health insurance
• Paid gym membership in LA Fitness
• Paid Coursera plan to take 10,000+ courses around the world
• Beverages and snacks
• Paid parking near the office
• Building products for well-known sports teams