Job Description
We are seeking a Manager, Account Management to lead our mid-market and self-serve account management team, ensuring that our high-volume customer base maximizes the value of our platform. This role is critical in scaling customer success through automation, tactical engagement strategies, and data-driven insights. The ideal candidate is a customer-obsessed leader with a strong background in SaaS account management, experience managing high-velocity accounts, and a passion for driving efficiency at scale.
A personal connection to sports—whether through playing, coaching, or simply being a lifelong fan—is a big plus. We’re a company built around helping sports organizations thrive, so we value team players who understand the dynamics of sports communities and bring that same energy and drive to their work.
What You'll Do:
Lead and develop a team focused on managing a large portfolio of mid-market and self-serve accounts, optimizing for efficiency, retention, and expansion.Implement automation-driven strategies to improve engagement, streamline account management processes, and enhance customer experiences at scale.Develop scalable account management tactics that proactively drive retention, reduce churn, and uncover upsell/cross-sell opportunities.Leverage data and customer insights to identify patterns, forecast risks, and optimize customer engagement strategies.Ensure a seamless customer experience through proactive communication, strategic guidance, and high-touch support where needed.Collaborate cross-functionally with sales, marketing, product, and support teams to align on customer needs and business objectives.Advocate for customers, translating feedback into actionable product and service improvements.What Will Set You Up For Success:
3-5+ years of experience in customer success, account management, or related roles in a SaaS environment.Experience leading a team with a track record of coaching and developing talent (preferred).Strong understanding of account management metrics and strategies for improving revenue retention and growth through product usage and adoption.Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers and internal teams.Analytical mindset, with the ability to derive insights from customer data and drive strategic decisions.Passion for youth sports and understanding of the challenges and needs of sports organizations is a plus.Proficiency in account management tools (e.g., CRM platforms, customer engagement tools, analytics software).
