Customer Success Manager

Fastbreak AI is a rapidly growing leader in sports operations software. Our products power scheduling for professional leagues like the NBA, MLS, and NHL, as well as many of the largest youth and amateur sports organizations.

We’re growing quickly and hiring Customer Success teammates to manage post-sale relationships. Our customers are youth sports organizers running tournaments, clubs, and leagues. You'll lead onboarding, manage day-to-day communication, and support live events. You're the partner customers rely on when it matters.

This is an execution role. You'll run the Customer Success playbook with consistency and use what you learn in the field to help improve it over time.

What You’ll Do

Manage the Customer Lifecycle

• Execute onboarding from kickoff through first live event using defined playbooks
• Serve as the primary point of contact for the account from sales handoff through renewal
• Run regular check-ins to ensure adoption and surface risks early
• Identify expansion opportunities and hand them off or support conversion
• Maintain strong, consistent relationships across your accounts

Support Live Events

• Act as front-line responder for event-day issues, including schedules, payments, and operations
• Participate in a weekend on-call rotation and be available when customers are live
• Communicate clearly under pressure and drive issues to resolution
• Capture issues and patterns to improve future performance

Deliver Consistent Success

• Follow and reinforce Customer Success processes, SLAs, and communication standards
• Contribute feedback to improve playbooks, tooling, and workflows
• Maintain Help Center content and support self-service adoption
• Partner with Product, Engineering, and Finance to resolve issues and keep accounts accurate
• Keep customers engaged, informed and happy

Requirements

You Are a Great Candidate If

• You love sports
• You’re customer-focused and steady under pressure.
• You take ownership and communicate clearly
• You’re a strong executor. You follow process, stay organized, and deliver consistently
• Operationally reliable. You manage multiple customers and deadlines without dropping details. You show up on time and with all of your attention.
• You’re comfortable in a fast-moving environment where priorities can shift quickly
• You’re available for live events, including nights and weekends as part of an on-call or weekend shift rotation.
• You’re friendly, personable, extroverted and love to help.

Required

• 3+ years in Customer Success, Account Management, Implementation, or Support
• Experience managing onboarding and customer relationships in SaaS
• Experience supporting renewals or retention efforts
• Comfort in high-pressure, real-time environments such as events, payments, or scheduling
• Strong written and verbal communication skills
• Willingness to be on-call, including nights and weekends

Bonus

• A BA / BS degree is preferred
• Experience with youth sports, ticketing, an d/or event operations
• Familiarity with scheduling systems or payment platforms
• Experience supporting multi-product environments

Location

• This is an in-office position
• You’re based in (or are planning to relocate to) Charlotte, NC, and excited to work in person.
• Relocation assistance available
• Some travel is required. 5%

Benefits

• Competitive base salary.
• Company stock options.

• Health, dental, and vision insurance to keep you covered.
• 401(k) with employer match.
• The opportunity to shape the future of a rapidly growing company that loves sports.
• More about careers at Fastbreak AI.

If this sounds like you, please apply! This is an immediate opening.

NOTE:

Applicants must be legally authorized to work in the USA. We are unable to sponsor or take over sponsorship of an employment visa at this time.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.