Customer Success Manager at Rover

About Rover

Rover is seeking an enthusiastic Customer Success Manager to join us on our mission to drive the future of fan engagement by unlocking meaningful connections between teams and their fans. Our marketing cloud is purpose-built for sports, and is utilized by sports marketers at more than 60 organizations across the NFL, NBA, NHL, MLS and globally.

Our clients leverage Rover to drive successful marketing outcomes, by using fan data to build fan profile segments, delivering highly contextual and personalized notifications across mobile channels, and building marketing landing pages and app UI without needing developer support.

We’re backed by the same group that funded Shippabo, Airtable, LaunchKit and more (TenOneTen and Freestyle VC), a top U.S. accelerator as well as several prominent angel investors. In ten years of business we’ve built a solid reputation within the sports tech industry, and our next Customer Success Manager will play a key role in empowering our growing roster of clients to achieve their mobile marketing goals.

About Our Team:

We are a 100% remote company, with ~20+ team members who are punching well way above our weight. Rover is a fast-paced, self-directed, energetic environment where everyone brings their passion to work every day. We value hustle, customer obsession and people who bring a solution-oriented mentality. As a growing tech company we’re entrepreneurial in spirit, creative in our thinking, and innovative in our approach

About the Position:

As a Customer Success Manager, your role lives within the Customer Success team, reporting to the VP of Customer Success & Partnerships. You will oversee a portfolio of up to 30-35 sports teams, where your key objective is maintaining customer happiness. You’ll do so by helping clients with platform utilization and converting their marketing initiative to drive ROI. Success in this role is measured by customer retention, account growth and successful implementation of best-in-class use cases.

Harnessing your marketing automation expertise, knowledge of sports marketing content and strategic account management skills, your primary focus will be to foster a strong relationship and become a trusted advisor for your portfolio of customers. Additionally, you’ll collaborate cross-functionally with other departments to drive buy-in for a broad set of initiatives impacting ticket revenue, fan engagement, tentpole events, and driving data capture.

Your day-to-day will involve aligning around each client’s marketing goals, developing marketing plans, promoting best-in-class use cases to help them achieve their KPIs, and building reporting insights to showcase the ROI the client achieved drove from specific marketing campaigns. You will also work very closely with Rover’s Product Specialist and Design Services team to provide guidance around support tickets and service requests.

What we’d love to see in your work history:

• 1-2 years experience in a Customer Success or Account Manager role, ideally at a SaaS company or marketing agency
• Strong background in digital marketing focused on campaign execution
• Evidence of selling ideas and new features to various stakeholders
• Organized and detail oriented person who is able to manage a variety of priorities with ease
• Experience with Salesforce for managing account details, opportunities and contact records for your portfolio of customers

Some of the attributes we hope you’ll bring to the role:

• Curiosity and a self-starter attitude
• Willingness to wear multiple hats and take initiative
• Collaborative spirit by nature
• Highly effective communication and presentation skills, using tools like Zoom and Slack with both internal and external stakeholders
• Ability to juggle a variety of priorities with ease
• High degree of organization and detail orientation

A few of the reasons why you should join Rover:

• Small, dynamic teams = massive impact
• Be part of a high performing team of critical thinkers that thrive on problem-solving
• Maintain optimal work-life balance in a remote environment with flexible hours
• Extended health and dental coverage
• Topped-up maternity and parental leave
• Home office stipend
• Optional virtual social events regularly to connect with colleagues
• Annual in-person retreats with the full team
• Work alongside a team of smart, kind individuals who celebrate each other and care for each other

If you don’t have all of the attributes or particular experience we've listed above, please know that we would still love to hear from you! We understand that talent comes from many places and that skills are transferable.

If you’re eager to be a part of something big in this next chapter of your career - we’d love to hear from you. Apply now!