Customer Success Manager

At TeamGenius, a Human Powered Health company, we help youth sports organizations, clubs, camps, and evaluators make better decisions through innovative athlete evaluation software. Our platform streamlines tryouts, camps, player assessments, and team selection, enabling organizations to evaluate athletes more efficiently and objectively. As a growing SaaS company passionate about sports and technology, we are committed to delivering exceptional experiences for our customers and helping them achieve their goals.

The Customer Success Manager serves as the primary point of contact for customers throughout their lifecycle with TeamGenius. Our customers operate around critical seasonal events such as tryouts, camps, and evaluations, requiring timely support and reliable execution. This role demands urgency, organization, and the ability to help customers succeed in high-pressure environments.

This role combines customer onboarding, training, relationship management, retention, and advocacy to ensure organizations achieve maximum value from the TeamGenius platform. As a hands-on member of a fast-moving, forward-thinking team, the Customer Success Manager is responsible for both building strong customer relationships and managing the operational details that drive successful customer launches and ongoing engagement.

The Customer Success Manager partners closely with customers, as well as revenue and product teams, to drive adoption, satisfaction, renewals, and long-term success. Success in this role will be measured primarily by customer retention and recurring revenue retention.

Responsibilities

• Lead the onboarding and implementation process for new customers, ensuring successful setup and adoption of the TeamGenius platform.
• Deliver virtual training sessions and educational workshops for administrators, coaches, evaluators, and other platform users.
• Build and maintain strong relationships with customers, serving as a trusted advisor and primary point of contact.
• Monitor customer engagement, usage patterns, and overall account health to proactively identify opportunities and risks.
• Manage the customer renewal process, partnering with customers and internal stakeholders to achieve high retention rates.
• Support revenue-generating activities by identifying expansion opportunities and collaborating with sales and leadership teams.
• Respond to customer inquiries, troubleshoot issues, and coordinate with technical teams to ensure timely resolution of customer needs.
• Collect, organize, and communicate customer feedback, feature requests, and market insights to product and engineering teams.
• Create, update, and maintain customer-facing documentation, training materials, knowledge base articles, and Help Center content.
• Maintain accurate customer records, activities, renewal timelines, and account health information within HubSpot CRM.
• Partner with marketing and revenue teams to develop customer success stories, testimonials, references, and best-practice resources.
• Advocate for customer needs while balancing business priorities and product strategy.
• Contribute to the continuous improvement of customer success processes, onboarding programs, and customer engagement strategies.