‍About ScorePlay

Our mission is to revolutionize the way sports brands manage, leverage and license their media content. Founded in 2021, ScorePlay is the first AI-powered all-in-one media workspace designed by sports, for sports. We’ve co-constructed an AI-driven software that helps sports organizations index, manage, distribute, and monetize their videos, live broadcasts and photos on a single platform, enabling their visual storytelling and expanding their online reach and brand. The AI tags content automatically using facial and text recognition, which automates both classification and distribution, as well as streamlining video broadcast workflows to better connect ecosystems.

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Over 130 organizations from around the world, including the Paris 2024 Olympics, the AFCON (CAF), Sacramento Kings (NBA), Swiss Football League, Volleyball World (FIVB & CVC Partnership), West Ham & Wolves (Premier League), Angel City & SD Wave (NWSL), Major League Pickleball, AS Monaco (Ligue 1), Atletico Madrid & Real Sociedad (La Liga), NYCFC & Orlando City SC (MLS), The Amundi Championship (Golf), Freeride World Tour (Ski freestyle) and Stade Rochelais (Top14) use ScorePlay daily to manage and distribute their content.

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We’re growing

ScorePlay is currently recruiting their next Customer Success Manager, North America to work closely with our customers to increase adoption, onboard new customers, gain product feedback and manage renewals. You will be responsible for helping us delight our customers and ensure they’re getting the most out of their relationship with ScorePlay. Working with our Global Customer Success team, you will play a critical role in managing customer relationships with our North American clients.

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At ScorePlay you will be joining a growing company, take ownership and autonomy of your work, and contribute to building a product that changes the sports media landscape. We will provide you with a range of tools here at ScorePlay such as Linear, Notion, Claap and Discord to help you with your work.

The position

ScorePlay is currently recruiting for a Customer Success Manager to manage key client accounts, help drive product adoption and feed into our product roadmap. You will be reporting into the Head of Customer Success, North America and working globally with the Head of Customer Success, Europe. You will work closely with our Sales and Product functions to ensure our product designs and developments always have our end users in mind.

Responsibilities

1. Client Onboarding and Adoption:
   • Oversee the onboarding process for new clients, ensuring a seamless and positive experience.
   • Drive product adoption through effective training, education, and support initiatives.
   • Be a feature an demonstration expert, increasing customer trust and providing solutions.
2. Relationship Management:
   • Build and maintain strong relationships with key clients, understanding their goals and challenges.
   • Collaborate with clients to identify opportunities for upselling and expansion.
3. Customer Advocacy:
   • Cultivate customer advocates by identifying and showcasing success stories and testimonials.
   • Act as a liaison between clients and internal teams, ensuring client feedback is effectively communicated.
4. Customer Feedback and Insights:
   • Gather and analyze customer feedback to inform product development and improvement.
   • Utilize insights to drive continuous improvement in customer success processes.
5. Collaboration:
   • Work closely as a Customer Success team on creating strategies and processes for success.
   • Work hand in hand with sales feeding in leads to sales for renewal, upsell and cross sell.
   • Work closely across the company to ensure customers issues are highlighted, triaged, addressed and customers are always delighted with the ScorePlay service and product.
   • Feed into RFP’s, RFI’s and other sales processes to ensure success.

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Requirements

• Proven experience in a customer success role, preferably within a startup SaaS organisation.
• Strong understanding of customer success best practices and strategies.
• A strong interest in sports business and the future of sports media consumption.
• Excellent communication, interpersonal, and leadership skills.
• Ability to build and maintain relationships with clients at all levels.
• Excellent operator with a focus on driving customer satisfaction.
• Experience with customer relations such as networking, incident management, feedback cycles, gathering and analysing customer data
• Fluent English is essential, other languages (in particular Spanish) are desirable.

This position is fully remote, however, we have a strong preference for a candidate located on the West Coast of North America.

Values

• Design thinking: We are rooted in design thinking. We believe in placing the end user at the heart of our creative process, fostering empathy and understanding.
• Ambitious yet accountable: Ambition fuels our drive for excellence, propelling us to set bold goals and embrace challenges. We are determined to push boundaries and our ambition is coupled with a sense of accountability.
• Two way transparency: We believe in two-way transparency where open communication flows freely in both directions – from leadership to team members and vice versa.
• Playful Professionalism: We embody the spirit of playful professionalism, blending a lighthearted approach with unwavering commitment to excellence.
• Autonomous Collaboration: At ScorePlay, we champion autonomous collaboration as a core value that shapes our dynamic and innovative workplace culture.

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If you think you have the right skills and identify with our values, click apply now so we can review your profile.

Diversity Statement:

We aim to attract and welcome candidates from diverse backgrounds and we are committed to providing a positive recruitment process, which respects individuality. We are an equal opportunity employer and do not discriminate on the grounds of race/color, national origin, religion/creed, age, sex/gender, sexual orientation, marital/family/civil status, disability, genetic information or any other protected class or dimension of diversity that is protected under the law.

As we are an international company, our main language in the office is English. Please send a CV in English for this role.