Customer Success Manager

Fastbreak AI is a rapidly growing leader in sports operations software. Our products power scheduling for professional leagues like the NBA, MLS, and NHL, as well as many of the largest youth and amateur sports organizations.We're growing quickly and hiring Customer Success teammates to manage post-sale relationships. Our customers are youth sports organizers running tournaments, clubs, and leagues. You'll lead onboarding, manage day-to-day communication, and support live events. You're the partner customers rely on when it matters.This is an execution role. You'll run the Customer Success playbook with consistency and use what you learn in the field to help improve it over time.What You'll DoManage the Customer LifecycleExecute onboarding from kickoff through first live event using defined playbooksServe as the primary point of contact for the account from sales handoff through renewalRun regular check-ins to ensure adoption and surface risks earlyIdentify expansion opportunities and hand them off or support conversionMaintain strong, consistent relationships across your accountsSupport Live EventsAct as front-line responder for event-day issues, including schedules, payments, and operationsParticipate in a weekend on-call rotation and be available when customers are liveCommunicate clearly under pressure and drive issues to resolutionCapture issues and patterns to improve future performanceDeliver Consistent SuccessFollow and reinforce Customer Success processes, SLAs, and communication standardsContribute feedback to improve playbooks, tooling, and workflowsMaintain Help Center content and support self-service adoptionPartner with Product, Engineering, and Finance to resolve issues and keep accounts accurateKeep customers engaged, informed and happyRequirementsYou Are a Great Candidate IfYou love sportsYou're customer-focused and steady under pressureYou take ownership and communicate clearlyYou're a strong executor. You follow process, stay organized, and deliver consistentlyOperationally reliable. You manage multiple customers and deadlines without dropping details. You show up on time and with all of your attentionYou're comfortable in a fast-moving environment where priorities can shift quicklyYou're available for live events, including nights and weekends as part of an on-call or weekend shift rotationYou're friendly, personable, extroverted and love to help. Required3+ years in Customer Success, Account Management, Implementation, or SupportExperience managing onboarding and customer relationships in SaaSExperience supporting renewals or retention effortsComfort in high-pressure, real-time environments such as events, payments, or schedulingStrong written and verbal communication skillsWillingness to be on-call, including nights and weekendsBonusA BA / BS degree is preferredExperience with youth sports, ticketing, an d/or event operationsFamiliarity with scheduling systems or payment platformsExperience supporting multi-product environmentsLocationThis is an in-office positionYou're based in (or are planning to relocate to) Charlotte, NC, and excited to work in personRelocation assistance availableSome travel is required. 5%BenefitsCompetitive base salaryCompany stock optionsHealth, dental, and vision insurance to keep you covered401(k) with employer matchThe opportunity to shape the future of a rapidly growing company that loves sportsMore about careers at Fastbreak AIIf this sounds like you, please apply! This is an immediate opening.NOTE:Applicants must be legally authorized to work in the USA. We are unable to sponsor or take over sponsorship of an employment visa at this time.We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.