Customer Success Manager

Location: Remote - East Coast time zone required Reporting to: Customer Success Lead / CRO Scope: Core North America accounts, including professional sports teams and Division I athletics departments About Storyteller Storyteller is a SaaS platform that helps media companies, sports organisations, and content-driven brands engage their audiences through modern, short-form experiences across their owned and operated platforms. Trusted by some of the most recognised organisations in global media and sport, Storyteller sits at the intersection of content, technology, and audience engagement, helping teams move faster, work smarter, and build deeper relationships with their audiences. The Role We're hiring a Customer Success Manager to own and grow a portfolio of core North America accounts across professional sports teams and Division I athletics departments. This role is a strong fit for someone earlier in their Customer Success career who has the judgment, organisation, and curiosity to work with sports and media customers where content calendars, live moments, fan engagement, and commercial pressure all matter. You will be the day-to-day customer owner for your accounts, helping teams get value from Storyteller, driving adoption, spotting risk early, and identifying opportunities for customers to expand how they use our products over time. This is not a frontline support or implementation role. You will coordinate closely with delivery, support, sales, and product, but your focus is customer outcomes, account health, adoption, and growth. What You’ll Do: Account Ownership (Player) Own a portfolio of core North America customer accounts Build strong working relationships with digital, content, marketing, fan engagement, sponsorship, and athletics stakeholders Understand each customer's goals, season calendar, workflows, and measures of success Run regular customer check-ins that are useful, structured, and outcome-led Maintain clear visibility on account health, risks, next steps, and opportunities Adoption and Value Help customers adopt Storyteller effectively across their apps, websites, and content workflows Translate product usage and engagement data into clear recommendations Spot under-used features, low adoption, or workflow gaps before they become renewal risks Help customers plan around key moments such as season launch, playoffs, tournaments, rivalry games, and major campaigns Share best practices across teams without relying on generic playbooks Commercial Contribution Identify expansion opportunities within existing accounts Understand where Storyteller and our wider suite of new products could support broader customer goals Surface commercial signals to Sales with useful context and customer insight Support renewal preparation by keeping account status, value, risks, and stakeholder context clear Develop confidence in commercial conversations without needing to fully own the sales process Internal Coordination Coordinate with delivery and support teams to make sure customer needs are handled cleanly Bring product feedback back to the business with enough context to be useful Keep internal account notes, actions, and risks accurate and current Escalate issues with judgment, urgency, and a clear view of customer impact Help improve repeatable CS processes as the team scales What Success Looks Like First 90 days Clear understanding of Storyteller, our customer base, and the North America sports landscape Smooth transition of assigned accounts with strong customer confidence Accurate view of account health, adoption, risks, and upcoming key moments Running customer calls independently with clear structure and follow-through Early identification of accounts with adoption gaps or expansion potential 6–12 months Strong retention and account health across the core account portfolio Customers using Storyteller more consistently across priority content moments Clear contribution to expansion opportunities and renewal confidence Better visibility and consistency across North America core accounts Trusted internally as someone who understands customers and follows through Who This Role Is For This role is a great fit if you: Have experience in Customer Success, account management, client services, or partnerships Have worked with sports, media, entertainment, content, digital, or fan engagement teams Understand how live sport, content calendars, and stakeholder pressure shape customer expectations Can build trust with customers without needing to be the most senior person in the room Are organised, responsive, and calm when priorities move quickly Enjoy learning products deeply enough to have useful customer conversations Can think commercially and spot opportunities, even if you have not carried a quota Are curious about how AI can improve your own work and customer outcomes What Matters Most Strong ownership and follow-through Clear, confident customer communication Ability to connect product usage to customer outcomes Commercial awareness and curiosity Comfort working with sports and media customers Good judgment around when to solve, when to coordinate, and when to escalate Ability to operate in a fast-moving, evolving environment What Doesn’t Matter Formal management titles Carrying a hard quota personally Rigid adherence to CS frameworks or playbooks Experience in large, heavily structured organisations Why Join Storyteller Work with ambitious sports and media organisations across North America Help teams use modern video and content products around moments fans care about Join a small, high-trust commercial team with real ownership and visibility Build valuable strategic account skills while owning your own portfolio Grow with Storyteller as we expand from a single-product company into a multi-product platform business ---------------------- Privacy Notice We process your personal data for recruitment purposes in line with UK data protection law. 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