Customer Success Manager

Hometown empowers schools with seamless digital tools for ticketing, fundraising, and event management, enabling them to create memorable in-person experiences that bring communities together. As a trusted partner dedicated to supporting athletics, arts, and extracurricular activities, we help schools generate vital funding to ensure every student has access to enriching opportunities. With a deep passion for serving those who shape our future, we make event operations effortless – so schools can focus on what truly matters: creating lasting impact in their hometowns.

Location:

Remote, hybrid, or in-office (Columbus, OH).

Who We Are:

Hometown is the trusted leader in the education space, equipping athletic directors, coaches, and school administrators with the tools they need to manage their department communications, live events, and fundraisers. Hometown offers an all-in-one, easy-to-use platform to support schools in creating memorable in-person experiences and lasting impact in their communities. We’re continuing to expand our technology and team to provide the best-in-class service to organizations across the country!

Hometown empowers all team members through a positive company culture. Exemplifying our core values of Hustle, Excellence, Resilience, and Ownership (HERO). We’re committed to providing a safe and inclusive work experience for everyone, both those working remotely and within our offices across the country. Consider joining our team today!

Role

Summary:

The Client Success Manager (CSM) serves as the strategic advisor and primary point of contact for an assigned portfolio of customers. The CSM is responsible for driving customer retention, product adoption, relationship growth, and long-term success by delivering proactive account management, conducting business reviews, developing seasonal success plans, identifying expansion opportunities, and partnering cross-functionally to ensure customers achieve their goals with the Hometown platform.

• Own a portfolio of customer accounts and serve as the primary strategic relationship manager
• Develop trusted relationships with athletic directors, administrators, and key stakeholders
• Lead onboarding transitions and ongoing customer engagement throughout the customer lifecycle
• Conduct seasonal planning meetings, business reviews, and end-of-year reviews with customers
• Drive product adoption and promote best practices across Hometown solutions.
• Monitor customer health, identify risks early, and execute retention strategies
• Own renewal conversations and partner with Sales on expansion and cross-sell opportunities
• Maintain accurate customer records, success plans, and activity in Salesforce
• Analyze customer data to identify trends, risks, and opportunities
• Partner with Product, Support, Professional Services, and Sales to resolve customer needs
• Represent Hometown at customer events, conferences, and on-site meetings as needed
• Consistently deliver an exceptional customer experience aligned with Hometown's HERO values

Preferred

Education and Experience:

Bachelor's degree or equivalent combination of education and experience 1-2+ years of experience in Customer Success, Account Management, SaaS, EdTech, or a related field. Strong relationship management and consultative communication skills Experience managing renewals, customer adoption, and executive business reviews Experience with an upsell and cross-sell motions: discovery to demo to close Experience using Salesforce or similar CRM platforms Ability to manage multiple priorities while working independently in a fast-paced environment.

Physical Requirements:

Must be able to remain stationary for a long period of time, including working on a computer. This position may also be required to travel to client sites or conferences. This could include standing and walking for prolonged periods of time, and while outdoors in various weather conditions. Hometown values the importance of demonstrating to our customers that we care and are invested in our product and how it can be the best solution for them.

All Hometown employees have a minimum amount of client events they must attend per year.…