Director of Client Success

At Hookit, we help brands maximize their sponsorship investments while empowering athletes, teams, leagues, and federations to prove and increase their value to sponsors. We are growing our team to support our meteoric growth in the new media, data-driven and insight focused sports sponsorship analytics space - an industry and approach we pioneered nearly five years ago.

This year, more than $147B will be invested globally in sports sponsorship and related marketing activation. In years past, the value of sports sponsorship was broadly estimated based on assumptive, impression-based measurement of traditional media channels like television, print, and radio. With the massive growth and shift to social and digital media, these modern channels demand modern methods to track engagement and sponsorship value with real-time, verified data and insights.

Hookit developed the first, most trusted standard in the global marketplace that effectively measures $5B per month of previously unknown sponsorship value that brands receive from athletes, teams, leagues, venues, and events in social and digital media. Now actively tracking nearly 500,000 sports entities across the largest social and digital media platforms, Hookit has become a must-have tool for digitally-focused, forward-thinking companies who use Hookit’s platform to drive increased ROI on their sponsorships.

Overview:

If you are motivated, energetic & dynamic and love data, you might be a fit for our Client Success team. The role will manage a team of 5 and includes responsibility for all Client Success activities including onboarding, customer service, advocacy and retention, as well as outcomes including renewals and up-sell. The CSM team turns Client Success into a profit center that is a driving force for company growth. The role requires proven experience in driving success for enterprise accounts and an intense appreciation for amazing data insights.

Job Responsibilities:

Drive Customer Success Outcomes:

• Manage and mentor a team of 5 Client Success Managers
• Optimize Customer Journey and delight customers
• Grow revenue on current customers through up-sell and cross-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Ensure a seamless process with Sales and CS for enterprise clients
• Ensure effective, efficient and transparent onboardings
• Build long-term relationships with high-level clients
• Mitigate Churn
• Produce and deliver PDF and Dashboard reporting for existing and new clients
• Work with sales and project managers to identify client needs and tailor reporting accordingly
• Educate clients on the Hookit platform capabilities and functionality
• Present reporting and findings with expert insights on how to maximize sponsorship value by utilizing Hookit data
• Support sales team by producing vertical dedicated dashboards as tools during the demo process
• Manage day to day communication during the implementation stage with clients. Assist clients with answering questions and support in their particular use case scenarios
• Support development team with UI feedback

Manage Customer Success Activities:

• Customer Support
• Renewals
• Up-sell and cross-sell
• Customer advocacy
• Drive customer referrals
• Collaboration with product team for improvements

Required Skills/Experience:

• 3+ years experience working with high-level accounts
• Experience managing small teams
• Data Analysis Skills (Data Nerds!)
• Expert understanding of SaaS Platforms
• Experience in Sports and/or Sponsorships is a plus
• Highly analytical, process-oriented and executing mindset
• Data-driven
• Excellent communication and people skills
• Strong empathy for customers and passion for revenue and growth
• Demonstrated desire for continuous learning and improvement
• Excellent negotiation skills
• Flexibility to schedule calls based on customer availability
• Ability to travel when necessary (post-COVID)

Our Story:

Hookit began as SponsorHouse, a game-changing service to connect amateur athletes with sponsors online.  Athletes & founders Scott Tilton and RJ Kraus developed a platform that connected hundreds of thousands of athletes with millions of deals, gathering mountains of data in the process. And, as the data grew, so did the story it was starting to tell...

Today, we are a fast growing team of 45 sports and technology experts widely recognized for solving our customer’s needs with innovative, reliable and easy to use tools.

Based on the coast in San Diego, California, our culture is rooted in ensuring our team is happy with the work they are doing, where they are doing it and who they are doing it with. We want Hookit to be the best, most fulfilling job everyone on our team has ever had.