Customer Success Manager

Rapsodo is a Sports Technology company with offices in the USA, Singapore, Turkey, and Japan. We develop sports analytics products that are data-driven, portable, and easy to use—empowering athletes at every level to measure, understand, and elevate their game. From Major League Baseball pitchers to tour-level golfers, Rapsodo technology is trusted by coaches and players around the world to drive performance.

We are innovative, focused, and growing fast. We are looking for team players who will stop at nothing to deliver meaningful impact—as part of a global, high-performing team.

As a Customer Success Manager at Rapsodo, you will be responsible for the full customer lifecycle for our Business-to-Business customers—from onboarding through to renewal. You will play a key role in ensuring successful product adoption, delivering customer value, and building trusted, long-term relationships. You will also serve as the internal voice of the customer—collaborating cross-functionally to continually enhance the customer experience.

Customer Onboarding

• Lead the onboarding of new Diamond Sports / Golf B2B customers, including implementation, training, and setup
• Ensure a smooth handover from Sales and a confident start to the customer journey

Lifecycle Management

• Proactively manage customer relationships, driving adoption, usage, and product impact
• Serve as a trusted advisor and point of contact throughout the customer’s journey

Renewals & Retention

• Own the renewal process, ensuring continued value delivery and identifying risks early
• Work to increase retention through engagement and proactive issue resolution

Customer Health & Insights

• Monitor usage, engagement, and satisfaction metrics
• Run targeted plays for at-risk customers and use insights to improve outcomes

Customer Advocacy & Feedback

• Act as the internal advocate for our customers
• Gather feedback and partner with Product and Engineering to improve usability and performance

Enablement & Education

• Deliver training sessions, webinars, and resources that help customers maximize value
• Ensure teams are set up to succeed with the tools and features available to them

Cross-Functional Collaboration

• Partner with Sales, Product, Marketing, and Support teams to ensure a seamless customer experience
• Participate in internal initiatives to improve CS programs and processes

Program Contributions

• Take ownership of ongoing initiatives such as onboarding improvements, usage campaigns, and feedback loops

Data-Driven Impact

• Track KPIs, measure engagement and retention, and use insights to drive continuous improvement

• 3–5 years of experience in a SaaS-based Customer Success or Account Management role
• Proven experience managing customer relationships, renewals, and driving adoption
• Comfortable with Customer Success platforms such as Zendesk, Gainsight, HubSpot, Salesforce, or equivalent
• Strong written and verbal communication skills
• Excellent relationship management and customer-facing presence
• Highly organized, proactive, and solution-oriented
• Comfortable working with technology products and learning new systems quickly
• Able to work across time zones and collaborate with global teams