Customer Success Manager II - College Basketball

Hudl is looking for a Customer Success Manager to join its sales team with a focus on customer renewals at the NCAA Division I level. The role works with schools and conferences across the United States, dealing directly with basketball coaches, athletic directors and commissioners within an assigned territory, alongside one Account Executive. The Customer Success Manager looks after a portfolio of clients, providing the maximum benefit to customers while ensuring the company a high return on their subscription.

• Develop strong customer relationships and maximise satisfaction across a group of accounts, becoming a trusted partner for customers.
• Demonstrate products and educate customers as part of all aspects of support and account management.
• Carry out a range of engagement and commercial activities across the account portfolio.
• Drive engagement activities that lead to the following year's renewals.
• Work towards the achievement of quarterly and yearly revenue and engagement targets.
• Run meetings to understand client needs and identify opportunities for upselling additional services.
• Hold effective business reviews with customers.
• Support customers with unique product issues.
• Advise customers on workflow best practices and identify expansion opportunities.
• Collaborate with the Account Executive in the territory.

• Previous experience in a client-facing role, preferably in a technology company.
• Experience working with basketball coaches at the NCAA Division I and/or professional sports level.
• Experience with Hudl products.
• Mastery of Hudl's Pro Suite for basketball, acting as a product and workflow expert who understands the why behind an elite basketball workflow and can drive Hudl's value across multiple departments within an elite organisation.
• Strong communication skills, with the ability to communicate easily with internal and external stakeholders and handle tough conversations.
• Time management skills, including balancing multiple responsibilities such as holding effective business reviews with customers, supporting customers with unique product issues, advising on workflow best practices and identifying expansion opportunities.
• A growth mindset and a willingness to keep improving.

• Sales experience, either as an Account Executive or a Customer Success Manager.
• Cross-functional experience, collaborating efficiently with internal stakeholders in customer support, product and operations on customer feedback and challenges to address improvements that benefit the wider organisation.
• A coaching and/or athletics background.
• A solution-oriented approach, with the ability to diagnose problems and find creative and effective solutions for customers.

• Time spent collaborating with other teammates in-office is an integral part of the work.
• Is open to candidates based in Lincoln or Omaha, NE.
• Requires three days per week in the Lincoln office.

• Base salary range: $42,150–$60,600 USD.
• On-target earnings (OTE): $60,000–$91,000 USD.
• Total compensation will typically fall within the middle of the OTE band; final compensation depends on performance against quotas outlined in the Individual Sales Plan (ISP) upon hire, and compensation decisions are based on an individual's experience, skills and education in line with internal pay equity practices.

• Flexibility in work life, including flexible vacation time and company-wide holidays.
• A paid sabbatical every five years to unplug and recharge.
• An open, honest culture with autonomy and trust from day one, supported by the team and the agency to try new ideas.
• Encouragement of career growth, with resources and opportunities for professional development.
• Investment in offices designed with employees in mind, plus the tech stack and hardware needed to do your best work whether in the office or working remotely.
• Medical plans tailored for employees and their families, including vision, dental and fertility benefits.
• Support through an EAP and Employee Resource Groups.
• A 401(K) contribution match of up to 4% of your own contribution.

Hudl sees itself as the team behind the team, supporting the lifelong impact sports can have, from the lessons in teamwork and dedication to the influence of inspiring coaches.