Customer Success Manager, Sportsbook

Overview

By bringing together next‑gen technology and the finest live data available, Genius Sports is enabling a new era of sports for fans worldwide, delivering experiences that are more immersive, interactive and personalised than ever before.

Role Summary

The successful candidate will demonstrate a hybrid skill set, combining a strong commercial acumen with a passion for the ongoing customer experience at Genius Sports. The candidate will understand our products and services in detail and speak credibly with industry experts. They will also immerse themselves within the sports betting industry and understand all technological and regulatory developments. The role involves managing the ongoing customer lifecycle for allotted customers, ensuring they are engaged and satisfied with our products and services. Throughout the contract term the candidate will identify and execute upsell and cross‑sell opportunities, with the ultimate goal of ensuring a successful renewal – collaborating with Senior Managers, the Head of Client Growth & the Global Commercial Director to do so.

Main Responsibilities

• Lead the contract renewal process for your customers to ensure we’re retaining business and exceeding aggressive growth targets.
• Identify and execute upsell / cross‑sell opportunities for Genius Sports’ portfolio of services with existing customers and ensure the speedy closure of deals.
• Ensure customer contractual requirements are understood, delivered and any related issues are dealt with and resolved effectively and promptly.
• Liaise with trading and support teams to monitor any issues that arise, identifying and escalating important issues, as necessary.
• Lead and / or contribute to key Customer Success projects as directed by Senior Managers, the Head of Client Growth and Commercial Director.
• Monitor customer performance against SLAs while reporting findings to the business via KPI reports.
• Use analytical skills to identify and solve complex problems, liaising with the customer, the operations team and all other areas of the business worldwide.
• Develop deep understanding of the clients' organisations and build strong relationships with contacts in their business.
• Responsible for formalising, maintaining and analysing regular client feedback systems and providing meaningful recommendations for improvement to relevant internal stakeholders.
• Own the management of customer and contract data within the CRM system, ensuring accuracy in revenue forecasting and delivering clear, impactful reports to the wider business.

What You’ll Bring

Benefits & Culture

As well as a competitive salary and range of benefits, we’re committed to supporting employee wellbeing and helping you grow your skills, experience and career. We enjoy an office‑first culture and maximise opportunities to collaborate, connect and learn together. One team, being brave, driving change. We strive to create an inclusive working environment, where everyone feels a sense of belonging and the ability to make a difference.

Let us know when you apply if you need any assistance during the recruiting process due to a disability.

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