Customer Success Manager

Overview:

Stats Perform is the market leader in sports tech. We provide the richest and most trusted sports data available and are at the forefront of the latest advancements in AI and machine learning to turn this data into something magic.

We entwine our extensive back-catalogue of data in with innovative products and machine-learning to deliver insights, predictions, and super-fast data for a variety of sporting organisations worldwide, plus the biggest names in media and broadcast.

We partner with top-flight teams, leagues, coaches, betting companies, broadcasters, media outlets, gaming specialists and professional bodies to improve the overall experience for sports fans. We constantly collect the most detailed sports data to enhance a wide range of sports competitions, from tennis to soccer to basketball and more. Stats Perform is the knowledge bank behind it all.

But data and technology is only half of the package. We need great people to fuel the engine. And that's where you come in…

Stats Perform is seeking a Customer Success Manager (Horse Racing), to join the team.

As a successful Customer Success Manager for Horse Racing at Stats Perform, you will manage relationships with our strategic racing customers within Ireland and the UK. You will act as a trusted advisor to foster strong customer relationships, drive product adoption, and ensure long-term customer retention. You will develop a deep understanding of upstream tech partners, collaborating with internal product and service owners to meet customer expectations and the needs of their clients who consume the racing services we provide.

You will serve as the primary customer contact for projects related to product improvements, new features, and other initiatives. In this role, you will advocate for your customers with internal cross-functional teams, manage timeline expectations, and ensure that customer feedback is effectively integrated into the product roadmap.

With your knowledge of your customers' business needs, the racing industry, and our products, you will be responsible for ongoing engagement and proactive account management. You will partner with cross-functional teams to drive customer satisfaction and loyalty, leveraging data and insights to optimize the customer experience and promote continuous improvement across the entire customer journey.

Responsibilities:

• Own the relationship with assigned customers, focusing on increasing product adoption, supporting renewals in collaboration with the sales team, and ensuring overall customer satisfaction.
• Build and nurture relationships with key external stakeholders to drive account strategy and business growth. Partner with internal teams to share customer insights, influence the product roadmap, and ensure product enhancements align with customer needs and strategic goals.
• Conduct regular business reviews with customers to assess account health, ensuring adoption, benchmarking, and best practice alignment based on agreed KPIs.
• Ensure business readiness for major racing events and festivals within Ireland and the UK.
• Serve as the customer's advocate, ensuring their voice is represented in discussions with internal teams and that their concerns are addressed.
• Partner with internal teams to develop case studies, customer success stories, and testimonials based on client experiences.
• Work with our racing suppliers to ensure expected daily delivery of racing streaming services to our customers and their clients.

Required Qualifications:

• Bachelor's degree in business, marketing, or related field.
• Fluent in both written and spoken English.
• Horse racing enthusiast, with strong knowledge of Horse Racing and the Sports Betting industry.
• 3+ years of Customer Success, or related experience, with a proven track record of success working with enterprise-level clients.
• Strong communication skills with the ability to communicate effectively with customer and internal stakeholders, including executive leaders.
• Ability to collaborate with technical teams and assess the technical health of customer accounts.
• Experience in advocating on behalf of your customer, in an empathetic and customer-centric way.
• Experience in working cross-functionally with product, marketing, sales and support functions to deliver a seamless customer experience.
• Experience managing escalations from your customer & clients of customers, with the ability to engage and coordinate the resolution of complex issues efficiently.
• Demonstrated ability to manage time and the priorities of multiple clients simultaneously, without compromising quality.
• Ability to use data to monitor account health and identify areas for intervention.
• Experienced in the delivery of regular account performance and success reports.
• Ideally a passion for sports and desire to impact the way these sports are managed and consumed

Desired Qualifications:

• High technical aptitude, with a familiarity of data delivery methods such as XML and Restful API preferred
• Knowledge of the sports industry specifically in areas of data analytics, data in sports media or data driven team performance.
• Existing knowledge of Stats Perform's Media and Tech and Data Feeds products and how they align to customer needs and objectives.
• Additional language capabilities are seen as a positive.
• Experience in Project Management with a focus on bringing together key stakeholders across multiple teams to deliver goals against customer expectation.

Why work at Stats Perform?

Well, why not? We're a unique organization with a unique culture of care, competition and collaboration. Our 'One Team' ethos means that we take care of each other, through initiatives such as Mental Health Days Off and 'No Meeting Fridays' and of course, flexible working.

We pull together to build a better environment for all – from volunteering activities to fundraisers to participating in Employee Resource Groups. We will embrace all you have to offer at Stats Perform – your ideas, your passion, your life experiences and in return we'll give you a great place to work.

Diversity, Equity and Inclusion at Stats Perform

By joining Stats Perform, you'll be part of a team that celebrates diversity. You will be contributing to an organization that is committed to ensuring a sense of belonging and inclusivity is felt by all. We're collectively responsible for creating and maintaining an inclusive environment, and that's why our Diversity, Equity, and Inclusion goals underpin our core values. With increased diversity comes increased innovation, more creativity and ensures we're best placed to serve our clients and our communities, so we will continue to seek diversity and equity in all we do.