[Hiring] Customer Success Manager @Mashgin

Role Description

The Customer Success Manager for Sports & Entertainment owns the venue relationship from go-live through renewal. Your accounts are stadiums, arenas, and event centers — high-volume, high-visibility, and unforgiving when something goes wrong on game day. You know your accounts cold, monitor them on a cadence, and show up to every client conversation with data and a reason.

You understand the rhythm of a sports season. You know that a broken kiosk during a playoff game is not a support ticket — it’s a crisis. And you’re already watching before anyone has to call you.

What We Value:

• Impact: You will own significant responsibility and have total ownership over your work. We stay lean and efficient, so your work directly impacts the product we ship every day.
• Simplicity: Complexity is a waste of time here—we take pride in building things that just work.
• Hard Work: Forget the glamorous research papers. We prioritize the hard work it takes to achieve real-world clarity and accuracy. You will innovate relentlessly to push the boundaries of what’s possible in visual automation.
• Humility: No task is beneath you. Whether it's high-level architecture or grunt work to fix a bug, we check our egos at the door and get real work done.
• Ruthless Prioritization: If everything is on fire, nothing is. You will be expected to prioritize ruthlessly, cutting through distractions to focus on the most impactful product improvements.
• Customer Innovation: We are customer-centric, not customer-pleasing. You won’t bend to every client demand; you will let innovation drive the product forward to solve the real problems our users face.
• Efficiency: Meetings suck. We keep them short and only use them for alignment, giving you your time back to focus on real work.

What you'll own

• Venue-level relationships at stadiums, arenas, and event centers post go-live
• A structured 60–90 day hypercare window for every new site after deployment
• Proactive monitoring of account health, kiosk uptime, transaction volume, and renewal windows across your book
• Event-day readiness — you know what’s happening at your venues before, during, and after high-traffic events
• Renewal forecasting and churn risk identification in partnership with Finance and Sales
• Escalation ownership for critical issues, especially during live events, end-to-end
• Account documentation kept current enough that anyone inside Mashgin can get up to speed without asking you
• Data and narrative support for Sales-led QBRs — you build the story, Sales delivers it

Qualifications

• 5+ years in Customer Success, account management, or a post-sale relationship role
• Experience managing accounts in a hardware or SaaS environment
• Ability to translate operational data into clear business narratives
• Proactive by default — you flag risk early and come with a recommended path forward
• Strong documentation habits — your accounts live in the system, not in your head
• Comfortable working cross-functionally across Sales, Finance, Operations, and Engineering
• Comfortable with travel, up to 50%

Preferred Qualifications

• Experience working with sports or entertainment venues in a technology, operations, or service capacity
• Familiarity with venue POS systems, concessions technology, or food service operations in a live event environment
• Experience working with foodservice operators

Benefits

• An opportunity to work on a small, multidisciplinary team with the potential to break new ground in many different industries
• Excellent health, dental and vision insurance for you and your dependents
• 401k plan
• Flexible PTO policy
• Competitive salary in a small, rapidly scaling company
• $95,000 - $130,000 a year