Client Success Manager

The Client Success Manager manages the end-to-end lifecycle of client relationships, ensuring the successful adoption of the company's technology and services. The role works closely with clients to establish best practices, identify opportunities for growth, and provide guidance on maximising the effectiveness of technology and services offerings. It collaborates cross-functionally with teams such as Solutions, Business Development, Marketing and Product to drive account growth and client satisfaction.

• Manage and guide clients throughout the entire lifecycle, from initial onboarding to renewal, including overseeing onboarding processes to ensure smooth product adoption and timely service delivery.
• Develop strong, long-term relationships with key stakeholders and ensure high satisfaction with software and services.
• Monitor account health, identifying and mitigating risks to client retention.
• Partner with the Client Success Director to understand evolving client needs and identify growth opportunities.
• Collaborate with Product and Engineering teams to communicate client feedback and prioritise feature requests or issues.
• Work with the marketing team to identify client success stories and create case studies or testimonials.
• Drive client renewals and reduce churn by ensuring clients see continuous value, and identify and act on cross-selling and upselling opportunities for additional services or features.
• Help forecast and meet revenue growth targets for assigned accounts.
• Regularly track, report, and communicate account health and progress using metrics such as product usage, engagement levels, and renewal potential, and conduct business planning meetings with clients to evaluate success and identify future objectives.
• Ensure clients fully utilise technology and services to meet their business goals, promote and implement best practices, and offer expert advice on optimising use of technology and services.
• Provide proactive support and strategic guidance to clients, driving long-term value and satisfaction, and serve as a trusted advisor by advocating for client needs and ensuring goals align with solutions.

• 3-5 years of experience in an account management or client relationship role.
• Experience working in sports, entertainment, or a related industry.
• Proven success in managing client accounts, building strong relationships, and driving customer satisfaction by understanding client needs.
• Ability to manage and execute complex projects.
• Excellent communication and interpersonal skills, with the ability to build strong relationships at all levels of an organisation.
• Analytical mindset with the ability to use data to drive decisions and showcase the value of solutions.
• Strong problem-solving skills with the ability to navigate complex customer challenges.
• Detail-oriented with strong organisational skills and ability to manage multiple accounts simultaneously.
• Comfortable with frequent travel (up to 25%), including overnight stays.
• Proven experience in utilising Microsoft Dynamics and Salesforce CRM platforms.
• Proven expertise in using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) to enhance productivity, create detailed reports, and deliver compelling presentations.

• Knowledge of SaaS solutions and enterprise software products is highly preferred.
• Experience with the KORE intelligence platform is a plus.

• Open to candidates located on the U.S. West Coast, Southwest region and Central regions.

Two Circles is a sports and entertainment marketing business that grows audiences and revenues by knowing fans best. It works with clients to help them understand and influence what their fans are doing, including how fans spend their money, the events they attend, the channels they respond to, and the content they watch. Its platforms and services are trusted by over 1,000 clients globally, including the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike and Amazon.