Customer Success Manager - US & Canada

Location: Remote — candidates must be based in the United States or Canada and available to work US Eastern Time hours 
Reporting to: Customer Success Lead / CRO 
Customer focus: North American sports and media organisations, 

About Storyteller 

Storyteller helps sports organisations, media companies and content-driven brands engage their audiences through Stories and vertical video across their own apps and websites. 

Our platform brings together content, technology and audience engagement, helping customers publish more effectively, build stronger relationships with their audiences and create new commercial opportunities. 

The Role 

We’re looking for a resourceful Customer Success Manager who takes ownership, solves problems and helps customers get lasting value from our products. 

You’ll own a portfolio of North American accounts, understand what each customer wants to achieve and help their teams use Storyteller effectively. You’ll lead customer conversations, handle everyday questions, investigate issues and coordinate specialist support when needed. 

You’ll also build relationships across each account, identify opportunities for broader adoption and take ownership of straightforward renewals with support where needed. Account Executives own upsell opportunities and the associated sales process. 

AI is part of how we work. You’ll need to learn our tools and workflows quickly, use them to improve your work and take responsibility for checking the accuracy of what you produce. 

Interest in sport and familiarity with the US sports landscape are essential. You should understand how seasons, live events, fan expectations and commercial commitments shape our customers’ priorities. 

What You’ll Do 

Own customer relationships and outcomes 

• Become the day-to-day owner for your accounts, with a clear understanding of their goals, workflows, season calendars and measures of success. 
• Run useful, well-prepared customer conversations with clear actions and follow-through. 
• Maintain an accurate view of account health, adoption, risks and upcoming priorities. 
• Keep customers informed and close the loop on commitments. 

Drive adoption and value 

• Help customers use Storyteller consistently across their apps, websites and content workflows. 
• Use product usage and engagement data to identify barriers and recommend practical improvements. 
• Spot underused capabilities and workflow gaps before they become renewal risks. 
• Help customers plan around season launches, playoffs, tournaments, rivalry games and major campaigns. 
• Connect product activity to outcomes that matter to each customer. 

Handle questions and solve problems 

• Answer everyday product questions and investigate customer issues using the available context, documentation and product tools. 
• Resolve what you can and involve Support, Delivery, Product or Engineering when specialist input is needed. 
• Give colleagues a clear explanation of the customer’s need, the evidence, the impact and the next action required. 
• Retain ownership of customer communication while others work on the resolution. 
• Judge urgency carefully, taking account of customer impact, deadlines and the sporting calendar. 

Develop accounts and support growth 

• Map the users, champions, decision-makers and budget owners within each account. 
• Build relationships beyond the main contact and identify gaps in stakeholder coverage. 
• Recognise additional teams, use cases or products that could help customers achieve their goals. 
• Develop those opportunities enough to give the Account Executive a useful handover. 
• Prepare renewals early and manage straightforward renewals, escalating commercial complexity where needed. 

Work effectively with AI and the wider team 

• Quickly become effective in our AI-enabled workflows for account preparation, research, communication and coordination. 
• Check important claims against reliable sources and product evidence before using them with customers. 
• Take initiative, form a view and propose sensible next steps when a request is unclear. 
• Keep account information, actions and decisions accurate and accessible to colleagues. 
• Apply feedback and improve how you work as our products and processes evolve. 

What We’re Looking For 

• Experience in Customer Success, account management, client services, partnerships or another relevant customer-facing role. 
• Strong ownership and reliable follow-through, with examples of moving work forward independently. 
• Practical problem-solving ability and sound judgment about when to act, investigate or involve others. 
• Clear, confident customer communication, including the ability to explain issues simply and manage expectations. 
• Interest in sport and familiarity with the US professional and college sports landscape. 
• The ability to understand how sporting calendars, content priorities and fan behaviour affect customer needs. 
• Comfort using AI tools and the ability to learn new products and workflows quickly. 
• Commercial awareness: an understanding of customer value, renewal risk and opportunities for growth. 
• Organisation and prioritisation skills that allow you to balance incoming questions with proactive account work. 
• A collaborative approach and willingness to apply feedback. 

Experience That Would Be Valuable 

• Working with B2B software or technology products. 
• Supporting sports, media, entertainment, video, content or digital publishing teams. 
• Working with content management systems, analytics or connected publishing workflows. 
• Managing straightforward renewals or identifying expansion opportunities alongside a sales team. 

You do not need to have held a particular job title, carried a sales quota or worked in the sports industry to demonstrate the capabilities we need. 

What Success Looks Like 

In your first 90 days 

• You understand our products, customer base and ways of working. 
• You use our AI workflows effectively and check the accuracy of your work. 
• You run customer calls independently, with clear preparation and follow-through. 
• You have a useful view of adoption, stakeholder relationships, risks and upcoming priorities across your accounts. 
• You handle routine customer questions and coordinate more complex issues with clear context. 
• You identify early opportunities to improve adoption and customer value. 

Over 6–12 months 

• Customers use Storyteller more consistently around the moments that matter to them. 
• Your accounts have clear plans, stronger stakeholder relationships and fewer unresolved actions. 
• Renewal preparation happens early, with straightforward renewals handled reliably. 
• Account Executives receive well-developed opportunities grounded in customer needs. 
• Customers and colleagues trust your judgment, accuracy and follow-through. 

Why Join Storyteller 

• Work with ambitious sports and media organisations across North America. 
• Help customers use modern video and content products around moments fans care about. 
• Join a small team where your decisions and contributions are visible. 
• Build your account strategy and commercial skills while owning customer relationships. 
• Work with evolving products and practical AI tools that improve how the team operates. 

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