Customer Success Manager - US & Canada

Location:Remote - candidates must be based in the United States or Canada and available to work US Eastern Time hours
Reporting to:Customer Success Lead / CRO
Customer focus:North American sports and media organisations,

Storyteller helps sports organisations, media companies and content-driven brands engage their audiences through Stories and vertical video across their own apps and websites.

Our platform brings together content, technology and audience engagement, helping customers publish more effectively, build stronger relationships with their audiences and create new commercial opportunities.

We're looking for a resourceful Customer Success Manager who takes ownership, solves problems and helps customers get lasting value from our products.

You’ll own a portfolio of North American accounts, understand what each customer wants to achieve and help their teams use Storyteller effectively. You’ll lead customer conversations, handle everyday questions, investigate issues and coordinate specialist support when needed.

You’ll also build relationships across each account, identify opportunities for broader adoption and take ownership of straightforward renewals with support where needed. Account Executives own upsell opportunities and the associated sales process.

AI is part of how we work. You’ll need to learn our tools and workflows quickly, use them to improve your work and take responsibility for checking the accuracy of what you produce.

Interest in sport and familiarity with the US sports landscape are essential. You should understand how seasons, live events, fan expectations and commercial commitments shape our customers’ priorities.

• Become the day-to-day owner for your accounts, with a clear understanding of their goals, workflows, season calendars and measures of success.
• Run useful, well-prepared customer conversations with clear actions and follow-through.
• Maintain an accurate view of account health, adoption, risks and upcoming priorities.
• Keep customers informed and close the loop on commitments.

• Help customers use Storyteller consistently across their apps, websites and content workflows.
• Use product usage and engagement data to identify barriers and recommend practical improvements.
• Spot underused capabilities and workflow gaps before they become renewal risks.
• Help customers plan around season launches, playoffs, tournaments, rivalry games and major campaigns.
• Connect product activity to outcomes that matter to each customer.

• Answer everyday product questions and investigate customer issues using the available context, documentation and product tools.
• Resolve what you can and involve Support, Delivery, Product or Engineering when specialist input is needed.
• Give colleagues a clear explanation of the customer’s need, the evidence, the impact and the next action required.
• Retain ownership of customer communication while others work on the resolution.
• Judge urgency carefully, taking account of customer impact, deadlines and the sporting calendar.

• Map the users, champions, decision-makers and budget owners within each account.
• Build relationships beyond the main contact and identify gaps in stakeholder coverage.
• Recognise additional teams, use cases or products that could help customers achieve their goals.
• Develop those opportunities enough to give the Account Executive a useful handover.
• Prepare renewals early and manage straightforward renewals, escalating commercial complexity where needed.

• Quickly become effective in our AI-enabled workflows for account preparation, research,…