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Director, Customer Success

About LeagueApps:

LeagueApps is a fast-growing, venture-backed company that is using data and technology to build the largest community around youth and local sports. We count professional leagues, teams and athletes as investors and partners, and reach millions of people every day through our best-in-class SaaS platform. We’re looking for team members who want to be part of building the greatest local sports company in the world.

LeagueApps operates at the intersection of sports, technology and community. Our sports management platform powers youth and recreational sports organizations across the country, making sports seamless — in everything from registration to payments to communications. More than software solutions, we’re creating community, serving as a thought-leader and bringing insights on such important topics as professionalization of youth sports, encouraging girls in sports, injury prevention for youth players, and how technology will affect the future of sport.

About The Position:

The Director of Customer Success is responsible for leading the team that drives adoption and successful business outcomes for LeagueApps customers.  This role includes leading a team of Customer Success Managers, providing support for customer escalations, guiding strategy around cross-sells and growth, and defining department playbooks for key activities.  You will play an integral role in shaping the customer experience we provide and helping our customers get the most value out of our products and services. You will also be responsible for helping craft the overarching Customer Success strategy in partnership with the VP of Customer Success.

Ultimately, you’ll have the opportunity to build relationships and own initiatives that will enable a broad range of career pathways at the company.  We are at a stage where every single person has the ability to make a huge impact. 

Responsibilities:

  • Drive key metrics around customer activation, retention and growth by demonstrating platform value to our partners and supporting cross-sell initiatives
  • Lead the execution of key strategies and growth initiatives
  • Manage overall customer satisfaction and health
  • Standardize playbooks / activities for your team of CSMs to use at each point of the customer journey
  • Identify industry best practices that can be used to drive opportunities for company and department improvements
  • Review and report out on customer segments and metrics on a monthly cadence
  • Clearly communicate customer feedback to key stakeholders at the company
  • Work closely with the Support, Product and Tech teams to ensure partners receive the proper level of service

Requirements:

  • 4+ years experience in leading a team in a client-facing customer success or account management role, ideally at a SaaS company
  • 8+ years in customer success, consulting or account management
  • Strong empathy for customers AND passion for driving revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Enthusiastic servant-leader who is able to inspire others
  • Excellent communicator who is able to adapt their approach based on the audience and influence stakeholders across the company
  • Adaptable and able to understand a wide-range of customer types, from non-technical users to tech wizards
  • Analytical, self-motivated, detail-oriented
  • Experience with Salesforce and an industry leading Customer Success CRM is required

Working at LeagueApps:

  • Equity Grants
  • Health Benefits! Medical, Dental, and Vision Health coverage
  • Paid leave for primary and secondary caregivers. 
  • We'll pay for your sports leagues!
  • Cell Phone and Gym Subsidies
  • Culture and work environment that emphasizes teamwork, passion, learning, fun and snacks. Check out our Instagram to see for yourself
  • Social impact opportunities through our FundPlay initiative that includes events, volunteering, and grant-makings

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. LeagueApps is proud to be an equal opportunity workplace.

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