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Director of Customer Success (APAC)

WSC Sports

WSC Sports

Customer Service, Sales & Business Development
Israel
Posted on Oct 28, 2024

Director of Customer Success (APAC)

  • Account Management
  • Israel

Description

WSC Sports, the pioneer in AI-powered sports content technology, empowers their clients world-wide to connect with their fans through AI-tailored sports content experiences. WSC Sports’ platform automates the creation, management and distribution of content, enabling sports rights holders to expand reach, grow fan bases, and unlock revenue opportunities across digital platforms.

Why WSC Sports:

You’ll work in an awesome environment alongside some of the most innovative people in the industry, using cutting-edge technologies and tools (video editing, Gen AI, data, etc.). At WSC Sports, you have the opportunity to directly influence the products and tools used by our clients, including sports giants such as the NBA, Bundesliga, LaLiga, ESPN – and that’s just the beginning of what WSC Sports has to offer! Join us and be a part of the best team in tech as we Fuel the Fandom worldwide.

We are looking for a top-notch Customer Success director for our office in Tel Aviv. This role is critical to the success of our sophisticated product and client satisfaction. It’s for someone who understands the ins and outs of complex technologies, has excellent customer management skills, and, most importantly, is a true leader.

The Customer Success director will provide coaching and mentorship to an existing team of team leads and Customer Success Managers, as well as working directly with some of our largest and most strategic enterprise customers throughout the entire customer lifecycle.

What you’ll do:

  • Manage, mentor, and lead a team of CSMs, who are managing a portfolio of dozens of clients with a focus on increasing usage and expansions
  • Guide your managers to work with their CSMs on executing the company and department strategy in the most efficient way possible
  • Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells, and other opportunities
  • Build best practices methodologies to make sure your CSMs can be a trusted customer's consultant
  • Work in collaborating with our Sales/bizev, Product, Development, Marketing and Sales teams
  • Create a positive team culture and participate in team development including hiring, onboarding, career development and performance management
  • Extract value matter data from a complex database, BI tools and reports
  • Empower your team to better Identify upsell opportunities, leveraging and discussing them directly with the customer

Requirements

What you’ll need:

  • 3+ years experience in leading Customer Success or Account Management teams
  • At least 5 years SaaS CSM or Account Management experience for B2B organizations
  • Interest in sports, watching and talking sports on a daily basis
  • People manager at heart - you love mentoring, leading and contributing to the professional development of those around you
  • The ability to partner with customers in developing their strategic direction
  • Ability to understand complex products and technologies, and explain them simply
  • A desire to work in a fast-paced startup environment
  • Willingness to frequently travel domestically and abroad

Bonus Points:

  • Experience in the sports industry and social media
  • Team leads management
  • Media streaming familiarity
  • Experience working closely with customers in Australia, Japan, China