Senior Customer Success Manager

2 months ago

London, Greater London, United Kingdom Genius Sports Full time

About the Role

We are seeking an experienced Senior Customer Success Manager to join our Client Services team at Genius Sports. As a key member of our team, you will be responsible for driving strategic conversations with our clients, exceeding their expectations, and cultivating strong, long-term relationships.

Key Responsibilities

  • Manage a portfolio of assigned client accounts, overseeing and implementing client strategy to drive adoption growth and secure client retention.
  • Develop and maintain strong relationships with middle-tier decision makers and technical buyers at Tier 1 organizations.
  • Collaborate with the CS Director and/or Director Growth to identify upsell and cross-sell opportunities.
  • Accountable for client strategy, strategy reviews, campaign activation, analysis, troubleshooting, and service process.

Secondary Responsibilities

  • Own and be responsible for Tier 2, 3, and 4 accounts, mapped to senior and middle-tier key stakeholders.
  • Accountable for account strategy, strategy reviews, campaign activation, analysis, troubleshooting, and service process.

Other Core Responsibilities

  • Contribute to the development of strong points of view (POVs) around Genius Marketing Suite products and industry topics, working closely with the CS leadership team.

Requirements

  • 5+ years of experience in digital media and/or customer success.
  • Proven success in managing a customer portfolio and exceeding client expectations.
  • Experience with demand-side platforms and ad-serving technologies is essential.
  • Excellent communication and organizational skills, with the ability to build rapport and trust.
  • Strong analytical skills and attention to detail.
  • Ability to prioritize work proactively and remain flexible in a changing environment.
  • A keen interest in digital media and ad tech.

What We Offer

As a Senior Customer Success Manager at Genius Sports, you will enjoy a competitive salary, variable compensation, and annual leave allowance. Our benefits package includes health insurance, skills training, and more, depending on the location. We also offer a range of softer benefits, such as social events, team-building activities, and wellbeing initiatives.

How We Work

We have adopted a forward-thinking 'Ways of Working' framework, which empowers our employees to work flexibly, remotely, and on working holidays. This framework affects different teams and locations differently, so please ask for further information on how it would work with this role.

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