[Hiring] Customer Success Manager @Rover

Role Description

As a Customer Success Manager, your role lives within the broader Customer Success group and reports into the CSM Team Lead. You will oversee a portfolio of 25-30 sports teams, where your key objective is maintaining customer happiness.

• Help clients drive platform utilization
• Implement best-in-class use cases
• Guide marketing campaign orchestration to drive ROI and channel-specific outcomes
• Measure success through customer retention, account growth, and strength of stakeholder relationships
• Foster strong relationships and become a trusted advisor for your portfolio of customers
• Collaborate cross-functionally with other departments to drive buy-in for initiatives impacting ticket revenue, fan engagement, tentpole events, and data capture
• Align around each client's marketing goals and develop marketing plans
• Promote best-in-class use cases to help clients achieve their KPIs
• Build reporting insights to demonstrate the ROI results of campaigns
• Work collaboratively with Project Delivery, Product Specialists, and Design Services teams to provide guidance around support tickets and service requests

Qualifications

• A sports fan, bonus points for experience working for a sports team or within the sports industry
• 2+ years of experience in a Customer Success or Account Manager role, ideally in a SaaS environment
• A strong background in digital marketing, with hands-on campaign execution across push, SMS, in-app, and email
• Demonstrated experience promoting new ideas, features, and complex campaigns to a range of stakeholders to drive adoption
• Excellent communication skills across channels including email, Slack, video conferencing, and support tools such as Pylon

Requirements

• Customer obsessed, with a solutions-oriented approach
• Organization and detail-oriented
• Curious with a self-starter attitude
• Willingness to wear multiple hats and take initiative
• Collaborative spirit by nature
• Ability to juggle a variety of priorities with ease

Benefits

• Small, dynamic teams present a unique opportunity to have a massive impact
• Be part of a high-performing team of critical thinkers that thrive on problem-solving
• Extended health and dental coverage
• Topped-up maternity and parental leave
• Optional virtual social events regularly to connect with colleagues
• Annual in-person retreats with the Rover team, such as attending sporting events, client onsites, or industry conferences
• Work alongside a team of smart, kind individuals who celebrate each other and care for each other