Customer Success Manager - US & Canada

Location: Remote - East Coast time zone required
Reporting to: Customer Success Lead / CRO
Scope: Core North America accounts, including professional sports teams and Division I athletics departments

About Storyteller

Storyteller is a SaaS platform that helps media companies, sports organisations, and content-driven brands engage their audiences through modern, short-form experiences across their owned and operated platforms.

Trusted by some of the most recognised organisations in global media and sport, Storyteller sits at the intersection of content, technology, and audience engagement, helping teams move faster, work smarter, and build deeper relationships with their audiences.

The Role

We're hiring a Customer Success Manager to own and grow a portfolio of core North America accounts across professional sports teams and Division I athletics departments.

This role is a strong fit for someone earlier in their Customer Success career who has the judgment, organisation, and curiosity to work with sports and media customers where content calendars, live moments, fan engagement, and commercial pressure all matter.

You will be the day-to-day customer owner for your accounts, helping teams get value from Storyteller , driving adoption, spotting risk early, and identifying opportunities for customers to expand how they use our products over time.

This is not a frontline support or implementation role. You will coordinate closely with delivery,
support, sales, and product, but your focus is customer outcomes, account health, adoption,
and growth.
What You’ll Do:

Account Ownership (Player)

- Own a portfolio of core North America customer accounts

- Build strong working relationships with digital, content, marketing, fan engagement, sponsorship, and athletics stakeholders

- Understand each customer's goals, season calendar, workflows, and measures of success

- Run regular customer check-ins that are useful, structured, and outcome-led

- Maintain clear visibility on account health, risks, next steps, and opportunities

Adoption and Value

- Help customers adopt Storyteller effectively across their apps, websites, and content workflows

- Translate product usage and engagement data into clear recommendations

- Spot under-used features, low adoption, or workflow gaps before they become renewal risks

- Help customers plan around key moments such as season launch, playoffs, tournaments, rivalry games, and major campaigns

- Share best practices across teams without relying on generic playbooks

Commercial Contribution

- Identify expansion opportunities within existing accounts

- Understand where Storyteller and our wider suite of new products could support broader customer goals

- Surface commercial signals to Sales with useful context and customer insight

- Support renewal preparation by keeping account status, value, risks, and stakeholder context clear

- Develop confidence in commercial conversations without needing to fully own the sales process

Internal Coordination

- Coordinate with delivery and support teams to make sure customer needs are handled cleanly

- Bring product feedback back to the business with enough context to be useful

- Keep internal account notes, actions, and risks accurate and current

- Escalate issues with judgment, urgency, and a clear view of customer impact

- Help improve repeatable CS processes as the team scales

What Success Looks Like
First 90 days

- Clear understanding of Storyteller , our customer base, and the North America sports landscape

- Smooth transition of assigned accounts with strong customer confidence

- Accurate view of account health, adoption, risks, and upcoming key moments

- Running customer calls independently with clear structure and follow-through

- Early identification of accounts with adoption gaps or expansion potential

6–12 months

- Strong retention and account health across the core account portfolio

- Customers using Storyteller mor