Customer Success Manager II (DI Collegiate, North America)

About the role

We're hiring a Customer Success Manager II (DI Collegiate, North America) to own a portfolio of Division I athletic department relationships and drive retention, adoption, and growth across their Teamworks investment. I'm Michelle Rapp, Director of Customer Success at Teamworks. Our D1 Collegiate Customer Success team is growing, and we're adding this role to continue ensuring customers extract maximum value from their Teamworks investment. In this role, you'll own the post-implementation customer lifecycle, driving retention and identifying expansion opportunities for assigned customers. You'll manage the full customer relationship across our product suite while drawing upon your deep expertise as a Teamworks Champion, becoming the go-to partner for the athletic department stakeholders who depend on it day to day. You'll build strategic relationships with athletic department staff and senior athletic department leadership who rely on your expertise to drive their success. This is a chance to join a growing Customer Success team at the center of sports tech, supporting some of the most respected programs in Division I athletics. You'll own real relationships from day one, with the room to grow your portfolio's strategic value as you build trust across every level of a customer's organization, from day-to-day users to senior administrators. If you're someone who proactively spots opportunities rather than waiting to be told, and who can move fluidly between the details and the big picture, you'll thrive here.

Responsibilities

• Own a portfolio of D1 school accounts as the primary Teamworks partner and strategic advisor
• Drive retention and expansion by monitoring product usage and building renewal and cross-sell strategies
• Build relationships across athletic department stakeholders, from day-to-day users to senior administrators, and map key decision-makers at each account
• Lead business reviews and strategic planning sessions that connect product value to customer goals
• Partner closely with Product Success Managers and Sales to coordinate on shared account initiatives
• Proactively identify usage gaps and address underutilization before it becomes a renewal risk

Requirements

• 5+ years of experience working in a Division I collegiate athletics department — this role requires the credibility and context that comes from having worked at a D1 athletic department
• Hands-on experience with Teamworks Operations products (i.e. Hub, Compliance & Recruiting) with the ability to speak credibly about its value to athletic department stakeholders
• Experience leading strategic initiatives, such as rolling out new processes or driving operational improvements
• Strong cross-functional collaboration experience, coordinating with internal teams and external stakeholders to drive shared initiatives forward
• Elite communication and interpersonal abilities, including comfort presenting to senior