Customer Success Manager - US & Canada

About this role

Location: Remote - East Coast time zone required
Reporting to: Customer Success Lead / CRO
Scope: Core North America accounts, including professional sports teams and Division I athletics departments

About Storyteller
Storyteller is a SaaS platform that helps media companies, sports organisations, and content-driven brands engage their audiences through modern, short-form experiences across their owned and operated platforms.

Trusted by some of the most recognised organisations in global media and sport, Storyteller sits at the intersection of content, technology, and audience engagement, helping teams move faster, work smarter, and build deeper relationships with their audiences.

The Role

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,
and growth.
What You’ll Do:

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

Who This Role Is For
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

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