Customer Success Manager – Sportsbook, North America

A bit about us

Do you want to join one of the world’s fastest growing sports technology companies? 

Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties.

We’re looking for enthusiastic and ambitious people to join our talented team.

If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us. 

We put trust in our people to deliver the difference for our clients around the world. It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.

The role

Genius Sports is looking for an experienced and highly motivated account management professional that is excited to be a part of a fast-growing business. This individual will look after valued partnerships in the North America region, support with new business development opportunities, and contribute to the development of strategies geared towards taking the business to new heights. This role will report into the Head of Customer Success, North America and work closely with regional leadership.

Key Responsibilities

• Manage sportsbook customer accounts, as directed, in North America region to ensure requirements are understood, demands met and issues dealt with and resolved effectively and promptly
• Have a broad understanding of the customers’ organizations and build strong relationships with contacts in their business
• Have a deep understanding of the sports betting industry and the relevant stakeholders
• Assist the team across the region in retaining and upselling allocated customers, as well as identifying new business opportunities
• Working closely and collaboratively with various internal teams to ensure onboarding process for customers is timely, transparent and efficient
• Use analytical skills to identify and solve complex problems, liaising with the customer, the operations team and other areas of the business worldwide
• Ensure the speedy closure of deals, execute internal plans to completion and drive issues through to a resolution in consultation with regional leadership
• Monitor customer performance against SLAs and internal targets and report findings to the business, as well as monitor contractual delivery both
• Liaise with trading, support & implementation teams to monitor any issues that arise, identifying and escalating important issues as necessary
• Proactively support the Commercial Team with special/internal projects
• Responsible for formalizing and maintaining regular client feedback systems
• Form an important bridge across many aspects of our business and work closely with teams based at other offices worldwide

Customer Growth

• Understand all Genius Sports products and services to be able to upsell existing customers as appropriate
• Work closely with customers to understand their objectives and needs in order to upsell new products and services
• Responsibility for formulating key commercial strategies via accounts plans to drive revenue growth across our customer base alongside other members of the team
• Track revenue growth for customers across various metrics in a systematic manner

Leadership Support

• Support regional leadership in developing strategies that will drive business growth
• Conduct product demonstrations as needed
• Assist in planning and preparation for key customer meetings
• Manage key tracking tools like PowerBI and Salesforce
• Develop revenue reports and share on a routine basis with the team

Required Skills

• 6+ years in Customer Success / Account Management or similar commercial role
• Proven track record in utilizing processes and tools critical to customer success
• Strong commercial acumen and proven ability to upsell and grow customer accounts
• Experience in sports betting industry strongly preferred
• Strong ability to act quickly, deliver on tight timelines and do so with positive results
• Comprehensive use of industry-leading platforms like Salesforce and Power BI
• Outstanding communication and presentation skills
• A collaborative approach and able to foster effective stakeholder relationships
• Committed to excellence and providing a superior customer experience
• Demonstrates adaptability in a fast-paced environment with a positive attitude
• A love of sports and data

What’s in it for you?

The salary for this role is based on an annualized salary of up to $150,000 per annum plus a 15% OTE. This role will also be eligible to take part in Genius Sports Group's benefits plan. 

Our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities. For more details on the compensation and benefits package, please get in touch with our Talent team.

How we work

We have adapted a forward-thinking ‘Ways of Working’ framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role.

Our employees are empowered to stretch the boundaries of what’s achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses. 

Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, different abilities or disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.