Customer Success Manager

At Hudl, we build great teams. We hire the best of the best to ensure you’re working with people you can constantly learn from. You’re trusted to get your work done your way while testing the limits of what’s possible and what’s next. We work hard to provide a culture where everyone feels supported, and our employees feel it—their votes helped us become one of Newsweek's Top 100 Global Most Loved Workplaces. We think of ourselves as the team behind the team, supporting the lifelong impact sports can have: the lessons in teamwork and dedication; the influence of inspiring coaches; and the opportunities to reach new heights. That’s why we help teams from all over the world see their game differently. Our products make it easier for coaches and athletes at any level to capture video, analyze data, share highlights and more.

Ready to join us?

Your Role

We’re looking for a Customer Success Manager to join our team and look after our basketball market (pro to community), national and state level cricket, universities in Oceania, and secondary schools across New Zealand. Our CSMs look to ensure schools and organizations get the maximum benefit and higher ROI out of their subscription.

In this role, you’ll:

• Develop strong customer relationships. You’ll maximize satisfaction across a group of accounts and become a trusted partner for your customers.
• Be involved in all aspects of support and account management. You’ll demonstrate the products, educate customers and carry out a range of engagement and commercial activities.
• Work toward goals. Throughout the year, CSMs work toward the achievement of quarterly and yearly renewal targets. You’ll run meetings to understand client needs and identify opportunities for upselling additional services.

This role requires three days in the office per week, so we're currently considering candidates who live within a commuting distance of our office in Sydney, Australia.

Must-Haves

• Experienced. You’ve held a client-facing role, preferably at a technology company.
• Excellent communicator. Presentation skills are key in this role.
• Technology-savvy. We don’t expect you to build an API, but you should understand what an API is and be able to pitch that to clients.
• A relationship builder. In order to drive expansion and renew customers, relationships are key.
• Travel. You’re happy to hit the road and visit customers on a consistent basis, as frequently as monthly trips.
• Project management skills. You’ll be working with multiple stakeholders both internally and externally. Being able to multitask is essential.

Nice-to-Haves

• Sports background. If you’ve been active in the sports industry, that’s a big plus.
• Salesforce experience. Previous knowledge of this software would be an asset, but not required.
• Proactive. You enjoy going the extra mile to help a customer. Seeking out ways to help them improve their product experience is a step you like to take.
• Analytical. You’re comfortable looking through metrics that showcase user behavior and engagement.
• Autonomous. You’re a self-starter and are able to take initiative to solve problems.

Our Role

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, 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 you need to do your best work.
• Support your wellbeing. Depending on location, we offer medical and retirement benefits for employees—but no matter where you’re located, we have resources like our Employee Assistance Program and employee resource groups to support your mental health.

Compensation

The base salary range and on-target earnings (OTE) for this role are displayed below. Typically, the total compensation will fall within the middle of the OTE band.

Our compensation decisions are based on an individual's experience, skills and education in line with our internal pay equity practices.

Final compensation will depend on your performance against quotas outlined in your Individual Sales Plan (ISP) upon hire.

Inclusion at Hudl

Hudl is an equal opportunity employer. Through our actions, behaviors and attitude, we’ll create an environment where everyone, no matter their differences, feels like they belong. We offer resources to ensure our employees feel safe bringing their authentic selves to work, including employee resource groups and communities. But we recognize there’s ongoing work to be done, which is why we track our efforts and commitments in annual inclusion reports. We also know imposter syndrome is real and the confidence gap can get in the way of meeting spectacular candidates. Please don’t hesitate to apply—we’d love to hear from you.

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Originally posted on Himalayas