Customer Success Manager (CSM)

Department: Operations

Division: Customer Success

Reports To: Manager, Customer Success

SponsorCX is a fast-growing SaaS company revolutionizing how sponsorships are managed. Our platform helps properties and sponsors streamline their workflow—from pitch to payment—cutting out spreadsheets and outdated tools. We have customers who are household names across the nation and world.

Why Work at SponsorCX?

• We are an innovation engine with a proprietary platform that is changing the industry.
• We are customer-centric and center everything around the needs of our customers.
• The platform is used by some of the most notable brands and teams in the country.
• We've raised multiple rounds of funding, and are well-financed for future growth.
• Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded, and careers are developed.
• Who thrives at SponsorCX? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

Role Summary

The Customer Success Manager (CSM) is responsible for driving customer outcomes, retention, and growth across a portfolio of accounts. This role owns the customer relationship post-sale and ensures customers successfully adopt and realize value from the platform.

CSMs operate with strong ownership, proactively guide customers, and collaborate cross-functionally to deliver a high-quality customer experience. This role balances responsiveness with strategic thinking to support both immediate needs and long-term success.

Key Responsibilities

• Manage a portfolio of customer accounts across onboarding, adoption, and renewal
• Own customer outcomes, ensuring successful use of the platform
• Guide customers on best practices and strategies for sponsorship management
• Lead onboarding and training to ensure effective product adoption
• Identify and address risks to customer satisfaction, retention, or usage
• Collaborate with Product and Engineering to communicate customer feedback and needs
• Partner with Sales on renewals, upsell opportunities, and account growth
• Provide high-quality, responsive customer support and issue resolution
• Communicate regularly with customers and internal stakeholders on progress and needs

Core Competencies

• Customer relationship management
• Communication and presentation skills
• Problem-solving and solution orientation
• Ownership and accountability
• Collaboration across teams
• Ability to manage multiple priorities

Qualifications / Experience

• Minimum two years of experience in customer success, account management, or related roles
• Bachelor’s degree, or equivalent experience
• Experience working with SaaS products and customers
• Strong communication and organizational skills
• Ability to manage multiple accounts and priorities
• Experience with onboarding, training, or customer engagement

At SponsorCX, culture isn’t a poster on the wall — it’s how we operate. We hire people who lead with integrity, move with urgency, embrace accountability, continuously improve, and help make the team around them better. Our six core values guide everything we do: Mutual Trust and Respect, Speed and Efficiency, Honesty and Integrity, Continuous Improvement and Innovation, Accountability, and Inspire Each Other.

Compensation, Benefits, and Perks

• Competitive compensation
• Majority of medical and dental insurance paid
• Unlimited PTO with a leadership team that encourages taking time off and using PTO to recharge
• 14 paid holidays, including one week off at the end of the year
• Paid maternity and parental leave
• Hybrid work schedule
• Stocked kitchen, company activities, etc.

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.

Applicants only - No 3rd party agency candidates.