We're a fast-moving startup building software that powers tournaments and events for sports organizations across the country. Our customers run live, time-sensitive operations. Schedules need to be published on Friday, gates open Saturday morning, and there is no pause button. They need a partner who picks up the phone.
We are hiring a Director of Customer Success to build the customer-to-revenue engine that takes us from scrappy and heroic to scalable and predictable. You will own the full post-sale customer experience across our product lines including onboarding, adoption, retention, expansion, and the live-event safety net, and you'll design the systems, playbooks, and AI-powered workflows that let us deliver that experience at scale.
This is a player-coach role at a startup. On Monday you might be redesigning our customer health model and aligning Product on roadmap trade-offs; on Saturday you might be on the phone with a tournament director whose schedule won't publish. You should want both. Over the next 12 to 18 months you'll grow this from a function you operate yourself into a team you lead.
Responsibilities
- Design and operationalize an end-to-end customer lifecycle system covering onboarding, adoption, health monitoring, expansion, and renewal
- Build the AI-powered infrastructure that lets a small CS team punch above its weight: knowledge architecture, automated nudges, self-serve adoption flows, and intelligent escalation
- Stand up the systems and tooling foundation including CS platform, ticketing, knowledge base, and customer comms, and make pragmatic build-vs-buy calls
- Build the expansion motion by identifying upsell and cross-sell signals in product usage, designing the playbooks, and partnering with Sales and Marketing to convert them
- Build the case-study, referral, and customer-advocacy programs that turn happy customers into a growth channel
- Own onboarding strategy and execution from kickoff through first live event, with measurable improvements to time-to-first-event and time-to-value
- Partner with Sales on late-stage deals and demos where customer success expertise influences the outcome, and own the handoff into onboarding
- Serve as front-line responder and escalation owner for event-day issues including schedule publishing, payment failures, and gate-time problems, including evenings and weekends
- Stand up the on-call rotation, escalation paths, and incident-response playbooks that protect customers without burning out the team
- Partner with Product and Engineering as a peer, pressure-testing new releases against real customer scenarios before they ship and bringing structured, prioritized customer feedback into the roadmap
- Own the Help Center and self-service strategy across product lines
- Work weekly with Finance to track and reconcile billable activity and partner on pricing and packaging decisions that affect retention and expansion
Requirements
- 7+ years in Customer Success, Account Management, or Implementation, with 2+ years leading a CS, onboarding, or implementation function
- Direct experience owning and hitting an NRR or retention number for SMB and/or mid-market SaaS customers
- Built or significantly scaled a Customer Success function at a startup or growth-stage SaaS company including playbooks, health model, lifecycle stages, and expansion motion
- Proven comfort with high-pressure, real-time customer issues in event operations, payments, scheduling, or comparable live-ops environments
- Track record of partnering effectively with Product and Engineering to influence the roadmap with structured customer insight
- Strong written communication across formats including Help Center articles, customer-facing communications, post-incident summaries, and exec-level reporting
- Availability on nights and weekends as needed and willingness to own the on-call rotation
Preferred
- Background in sports tech, ticketing, event management, or live-operations software
- Hands-on experience designing or deploying AI-powered customer experiences
- Experience migrating customers across platforms
- Hands-on experience with scheduling tools and payment processing platforms
Location
- This is an in-office position
- You’re based in (or are planning to relocate to) Charlotte, NC, and excited to work in person.
- Relocation assistance available
- Some travel is required. 5%
Benefits
- Competitive base salary.
- Company stock options.
- Health, dental, and vision insurance to keep you covered.
- 401(k) with employer match.
- The opportunity to shape the future of a rapidly growing company that loves sports.