Customer Success Manager (Competitive)

Your Role

We're looking for a Customer Success Manager to join our growing team. You’ll work to ensure high retention rates, foster ongoing product engagement, and drive adoption of key product offerings such as Fan products (Streaming and Ticketing) within existing accounts. In addition to focusing on customer satisfaction and renewals, CSMs will play a pivotal role in influencing account growth by partnering closely with Account Executives (AEs) in their territory to grow overall account spend and drive incremental revenue.  

Your priorities will include:

• Engaging current users. You’ll help us ensure Hudl renewal rates are high and our customers remain engaged by conducting check-in calls with coaches and athletic directors. You’ll provide education material and answer any questions they have. 
• Selling the value of Hudl. Across your accounts, you'll continuously communicate with users to ensure they’re getting the most of their Hudl products. You’ll help identify where they could benefit from other products or services.
• Digging into dissatisfaction. You’ll get to the bottom of user issues and work hard to keep them with Hudl.
• Focusing on numbers. Keeping renewal and engagement rates high, and cancellation rates low, will be your first priorities.

Location

This role requires 3 days in the office each week, so we're only considering candidates who live within commuting distance of our Lincoln, Nebraska headquarters.

Must-Haves

• Comfortable with growth. You can show value in current product offerings, but aren't afraid to help Hudl grow its business.
• Passionate. You’re excited to support our users and ensure our products are making their lives easier. 
• A great communicator. You're comfortable speaking with customers over the phone and through web demos to achieve your renewal goals. 
• A people person. You don’t shrink away from the tough conversations and you'll go the extra mile to help a customer.

Nice-to-Haves

• Desire to beat expectations. You’re a goal setter and self-motivated.
• Curiosity. You’re always on the lookout for ways to increase current customer revenue.
• Experience in the SaaS industry.

Our Role

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas. 
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech stack and hardware to do your best work.
• Support your mental and physical health. We care about our employees’ wellbeing. Our Employee Assistance Program, employee resource groups and fitness partner Peerfit have you covered.
• Cover your medical insurance. We have multiple plans to pick from to ensure you’ll have the coverage you (and your dependents) want, including vision, dental, fertility healthcare and family forming benefits.
• Contribute to your 401(K). Yep, that’s free money. We’ll match up to 4% of your own contribution.

Compensation