Customer Success Manager (Elite US)

The Elite Customer Success Managers at Hudl will look after a portfolio of clients in the professional sports industry, NCAA Division I and National Governing bodies of sports ensuring organizations get the maximum benefit and higher ROI out of their subscription, ultimately ensuring they renew for next season. 

Our CSMs develop strong customer relationships, maximize satisfaction across a group of accounts, and become trusted partners for the customer, being involved in all aspects of support and account management, demonstrating the products, educating the customers and carrying out a range of engagement and commercial activities. 

Throughout the year CSMs work towards the achievement of quarterly and yearly renewal targets running meetings to understand client needs and identify opportunities for upselling additional services. 

Our flexible work policy means you can decide where you want to work: our Lincoln HQ, our Omaha office or remotely within the majority of U.S. states (exceptions: Alaska, California, Colorado, Connecticut, Delaware, D.C., Hawaii, Maine, Montana, New Jersey, New Mexico, New York, North Dakota, Oregon, Rhode Island, Vermont and Washington).

• Experienced in a client-facing role preferably in a technology company. Experience working with coaches and buyers in the Elite sports industry is a big plus as well as experience with Hudl products (particularly Sportscode) is a plus. (Salesforce experience is a plus)
• Excellent communicator: presentation skills are key in this role
• Technology savvy: We Expect that you will easily understand our products and their market fit and be able to effectively communicate their value to clients.
• Proactive. We expect you to reach out to clients and seek out ways to improve how they work with our products. You will go the extra mile to help a customer.
• Analytical. Comfortable looking through metrics that showcase user behavior and engagement. 

• Beat expectations. Your daily efforts will revolve around connecting with current customers to exceed renewal and upsell expectations in your territory.
• Look for revenue opportunities. You’ll actively find ways to increase current customer revenue.
• Engage current users. To ensure product engagement stays high, you’ll conduct training sessions and health checkups for key accounts.
• Dig into dissatisfaction. You’ll get to the bottom of user issues and fight to keep them with Hudl.
• Focus on numbers. Keeping renewal, conversion and engagement rates high and cancellation rates low will be your number one priority,
• Implement new ideas. You have a vision and can execute on a strategy to ensure our top clients are loving Hudl and wanting more.
• Coordinate with Sales and Customer Success. You will work closely with our Account Executives and the Solutions Consultants team to evaluate client needs, build new processes, coordinate onboarding, and establish a way to monitor health scores.
• Travel. On site-visits when necessary to accommodate client needs and sales.

• 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.