Customer Success Manager
Remote
Why us?
🌎 Fully remote working from anywhere in the US or Canada!
✨ Exciting high growth product, relied on by leading global brands, particularly within sports
💻 Working with the latest hardware, tech stack and tools
🏋️♀️ Access to benefits
SUMMARY
We're hiring a Customer Success Manager to own and grow a portfolio of core North America accounts across professional sports teams and Division I athletics departments.
This role is a strong fit for someone earlier in their Customer Success career who has the judgment, organisation, and curiosity to work with sports and media customers where content calendars, live moments, fan engagement, and commercial pressure all matter.
You will be the day-to-day customer owner for your accounts, helping teams get value from Storyteller, driving adoption, spotting risk early, and identifying opportunities for customers to expand how they use our products over time.
This is not a frontline support or implementation role. You will coordinate closely with delivery, support, sales, and product, but your focus is customer outcomes, account health, adoption,
About us
Storyteller is a high growth B2B SaaS platform, which allows companies to integrate Stories into their owned and operated platforms. Popularized by Instagram and Snapchat, Stories are perfectly suited for boosting user engagement, audience retention, and driving advertising revenue.
Our end‑to‑end platform gives companies a best‑in‑class Stories experience in days with native iOS, Android, and Web SDKs, publishing tools, analytics, and ad support.
We work with many globally recognised clients, particularly within sport, so if you're a sporting fan this could be a great fit!
Responsibilities
Account Ownership (Player)
Own a portfolio of core North America customer accounts
Build strong working relationships with digital, content, marketing, fan engagement, sponsorship, and athletics stakeholders
Understand each customer's goals, season calendar, workflows, and measures of success
Run regular customer check-ins that are useful, structured, and outcome-led
Maintain clear visibility on account health, risks, next steps, and opportunities
Adoption and Value
Help customers adopt Storyteller effectively across their apps, websites, and content workflows
Translate product usage and engagement data into clear recommendations
Spot under-used features, low adoption, or workflow gaps before they become renewal risks
Help customers plan around key moments such as season launch, playoffs, tournaments, rivalry games, and major campaigns
Share best practices across teams without relying on generic playbooks
Commercial Contribution
Identify expansion opportunities within existing accounts
Understand where Storyteller and our wider suite of new products could support broader customer goals
Surface commercial signals to Sales with useful context and customer insight
Support renewal preparation by keeping account status, value, risks, and stakeholder context clear
Develop confidence in commercial conversations without needing to fully own the sales process
Internal Coordination
Coordinate with delivery and support teams to make sure customer needs are handled cleanly
Bring product feedback back to the business with enough context to be useful
Keep internal account notes, actions, and risks accurate and current
Escalate issues with judgment, urgency, and a clear view of customer impact
Help improve repeatable CS processes as the team scales
What Success Looks Like
First 90 days
Clear understanding of Storyteller, our customer base, and the North America sports landscape
Smooth transition of assigned accounts with strong customer confidence
Accurate view of account health, adoption, risks, and upcoming key moments
Running customer calls independently with clear structure and follow-through
Early identification of accounts with adoption gaps or expansion potential
6–12 months
Strong retention and account health across the core account portfolio
Customers using Storyteller more consistently across priority content moments
Clear contribution to expansion opportunities and renewal confidence
Better visibility and consistency across North America core accounts
Trusted internally as someone who understands customers and follows through
Qualifications
This role is a great fit if you:
Have experience in Customer Success, account management, client services, or partnerships
Have worked with sports, media, entertainment, content, digital, or fan engagement teams
Understand how live sport, content calendars, and stakeholder pressure shape customer expectations
Can build trust with customers without needing to be the most senior person in the room
Are organised, responsive, and calm when priorities move quickly
Enjoy learning products deeply enough to have useful customer conversations
Can think commercially and spot opportunities, even if you have not carried a quota
Are curious about how AI can improve your own work and customer outcomes
What Matters Most
Strong ownership and follow-through
Clear, confident customer communication
Ability to connect product usage to customer outcomes
Commercial awareness and curiosity
Comfort working with sports and media customers
Good judgment around when to solve, when to coordinate, and when to escalate
Ability to operate in a fast-moving, evolving environment
What Doesn’t Matter
Formal management titles
Carrying a hard quota personally
Rigid adherence to CS frameworks or playbooks
Experience in large, heavily structured organisations
Why Join Storyteller
Work with ambitious sports and media organisations across North America
Help teams use modern video and content products around moments fans care about
Join a small, high-trust commercial team with real ownership and visibility
Build valuable strategic account skills while owning your own portfolio
Grow with Storyteller as we expand from a single-product company into a multi-product platform business
Recruitment Process
Online Video Interview (short recorded responses to a set of questions)
Interview with Charlie (CRO
Final Interview with Charlie