Client Success Manager

Description

The Client Success Manager will be an important contributor to the growth of Full Swing and to our extensive roster of clients. This person will create value by focusing on client engagement, communications, user experience, and program and case level execution. They will engage with partners and customers to provide guidance, training, best practices, tools, advocacy, and consultancy to help them realize the full potential of their Full Swing technology and experience.

This person will be responsible for all aspects of account management across a portfolio of accounts, from onboarding to sustained communications to being the client’s point of contact for basic assistance to complex escalations. They will serve as the voice of the customer and collaborate with internal teams to execute action plans. They also act as the quarterback within Full Swing to ensure the right teams and resources are leveraged to assist the client.

The Client Success Manager will develop and deploy resources that will help take our business to the next level.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Oversee account management functions, including client liaison and communications, across a robust portfolio of customers that may include residential, green grass, and/or commercial categories
• Collaborate with customers to provide best‑in‑class services; serve as point of contact, assist with SIM operations and programming guidance, help clients optimize their performance
• Engage with customers through each phase: pre‑install, install, post‑install, sustained operations, software renewal and upgrades
• Develop relationships to help generate incremental revenue from referrals, upgrades, renewals, prospect references, premium services
• Create, execute, and/or deploy knowledge sharing, infrastructure, tools, surveys, reporting, documentation
• Assist with training customers to properly use product and software
• Translate customer feedback into trending insights to help product, marketing, sales, and engineering evaluate and prioritize future product and functional improvements
• Maintain high attention to detail with the ability to manage multiple, competing priorities
• Proactively identify and resolve issues to optimize client satisfaction, strategic, financial, and technical objectives

• Bachelor’s degree, and/or significant relevant experience
• 5+ years in a Client/Customer Success, Partner/Account Management, sales or customer service related role
• Team orientation, customer‑centric focus, collaborative approach, results‑driven mentality, excellent verbal and written communication skills
• Empathetic, positive attitude; passion for innovation; desire to help customers reach their goals
• Experience working at or supporting a sports technology, simulator technology, entertainment, hospitality, or services‑based company is a plus, especially for CSM’s supporting commercial venues
• Experience supporting revenue generation and/or subscription renewals is a plus
• Comfortable in a startup environment; able to wear many hats in a dynamic, fast‑paced environment
• Strong analytical skills, ability to translate customer feedback into market insights
• Proficient with Office 365 (Word, Excel, PowerPoint), Salesforce; comfortable using technology

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Comprehensive Benefits Package – Medical, dental, and vision coverage, plus more
• 401(k) with Company Match – Up to 4% contribution match
• Paid Time Off – Generous PTO and paid holidays
• Supportive Work Environment – A relaxed, non‑corporate atmosphere
• Team Culture – Engaging team bonding events and activities
• Onsite Wellness – Access to a personal trainer and gym facilities for a healthy work‑life balance

• This role operates in an office‑based or hybrid environment, depending on company needs.
• Work is primarily performed in…