Customer Success Manager, Pro Sports & Entertainment

Overview

Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights.

Recognized as the#1provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers.

With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), Linked In’s Top Startups, Forbes’ Cloud 100 (five years running!), and Inc.’s Best Workplaces.

We are looking for a driven Customer Success Manager to join our team with a focus on the Pro Sports and Entertainment+ verticals. In this role, you will work directly with professional sports and entertainment organizations, including customers like the MLB, NFL Clubs, Six Flags and more, helping them achieve success through strong partnership and strategic guidance. You will collaborate closely with our Sales team to define and expand what success looks like for our customers, while also helping refine and scale customer success processes and playbooks.

This role requires strong organizational skills, a commercially minded approach, and the ability to partner cross-functionally with teams including Solutions Engineering, Partnerships, Product, and Professional Services to ensure customer needs are clearly represented and effectively translated into product direction and strategy. Your core responsibility will be to serve as a trusted advisor to your customers by owning the end-to-end customer relationship, advocating for their needs internally, and ensuring they realize the ongoing value from our platform.

• Build and strengthen relationships with both new and existing customers across the full lifecycle, including onboarding, integrations, account growth, new product adoption, and renewals
• Help define and evolve customer success playbooks for customers in our Pro Sports + Entertainment vertical, a unique and fast-growing use-case within our overall customer base
• Approach customer interactions with a consultative mindset, providing strategic guidance during communications, questions, and meetings
• Lead and present in regular customer meetings, both in person and via video conference, including executive-level discussions and quarterly business reviews
• Analyze customer usage and engagement to develop accurate forecasts, maintain full visibility into the renewal pipeline, proactively identify risk, and lead resolution strategies throughout the year
• Partner closely with executive teams to translate customer feedback and insights into clear, actionable product requirements

• 2-4 years of account management experience required (ideally at a marketing/software company)
• Direct experience working with customers in the Pro Sports + Entertainment space
• Agile, determined, and patient – the New Verticals team experiments with new types of customer use cases and needs, which can require a level of grit from the CSM
• You have a startup / entrepreneur mindset. This role is unique as use customer cases are more nuanced and there’s often a challenge to strategically build a compelling business case to get buy-in across more resource-protected areas of Attentive
• Actively contribute to a positive, inclusive team culture by collaborating openly, supporting teammates, and fostering an environment built on trust, accountability, and shared success
• Strong understanding in customer success techniques and strategies
• Comfortable learning new software (for design, data management, and…