Customer Success Manager
SportLogicSportLogic is a leading software company dedicated to revolutionising the racquet sports market. We provide innovative technology solutions that empower clubs, venues and coaches to manage their operations efficiently, enhance customer experiences and drive growth. We are a dynamic, customer-centric team passionate about sports and technology — driven by a mission to connect the world of racquet sports through intelligent software.
We are seeking a highly motivated Customer Success Manager to join our growing team. The primary focus of this role is simple: ensure our customers are getting maximum value from the SportLogic platform. By driving deeper software adoption — particularly the utilisation of online transactions such as court bookings, enrolments and payment processing — you will directly contribute to SportLogic's commercial growth and the long-term success of our customers
In short, the more our customers transact online through SportLogic, the more everyone wins. Your success is measured by theirs.
You will also play a supporting role in account growth, community education, and — over time — our expansion into international markets. If you are passionate about customer success, technology and racquet sports, we want to hear from you.
• Proactively engage with customers to ensure they are fully utilising all SportLogic features, with a particular focus on driving online transactions — including court bookings, enrolments and payment processing.
• Identify customers who are underutilising the platform and develop targeted engagement plans to increase their adoption and transaction volume.
• Track and report on adoption metrics and payment gateway utilisation, using data to prioritise customer outreach and measure your impact.
• Develop and maintain strong, ongoing relationships with all SportLogic customers to ensure high levels of satisfaction and retention.
• Act as the primary point of contact for customers post-onboarding, ensuring they feel supported and empowered to grow their business through the platform.
• Identify opportunities to expand customer value through add-on features such as club automation (security pin pads, smart lighting, vending machine integrations) and other premium services.
• Work with customers to implement these solutions and track the incremental revenue generated.
Work closely with the sales team to identify growth opportunities within the existing customer base, including increased usage, feature adoption and add-on services. This role is responsible for expanding customer value post-sale, rather than generating new business.
• Design and lead regular workshops, webinars and conferences to build a strong community of practice among SportLogic clients.
• Develop and manage an educational content portal including customer testimonials, use cases, how-to guides and business articles to support ongoing adoption.
As SportLogic expands into new international markets, this role will support the onboarding, adoption and growth of customers in regions such as Asia. The primary focus remains driving usage and revenue across the existing customer base, with international exposure growing over time.
• Payment gateway transaction volume
• Feature adoption rate across the customer base
• Percentage of customers actively using online transactions
• Customer retention rate
• Customer satisfaction (CSAT) / Net Promoter Score (NPS)
• Revenue generated from add-on services
• Number of education/training sessions conducted and portal engagement
We are looking for someone who brings a combination of customer success capability and a genuine understanding of how racquet sports venues operate. The ideal candidate will have:
• Proven experience in Customer Success, Account Management or a similar post-sale customer-facing role, ideally within a SaaS or technology environment.
• Prior experience as an operator, manager or coach at a tennis centre, racquet sports club or coaching academy is highly valued. This hands-on understanding of venue operations is a meaningful differentiator — though we recognise that strong candidates may come from one background or the other, and we will assess each applicant on their overall fit.
• Demonstrated ability to build strong, trusted customer relationships and drive measurable outcomes.
• A track record of increasing product adoption or transaction volume in a customer-facing role.
• Excellent written and verbal communication skills, including comfort with presenting and running workshops.
• Strong analytical mindset — comfortable using data to identify opportunities and measure progress.
• Proactive and self-directed, with the ability to manage multiple customer relationships simultaneously.
• Cultural awareness and interest in international markets is a plus, though not a prerequisite.
• Fluent in English; additional language skills relevant to Asian markets are an advantage.
• Competitive salary package with performance-based incentives tied to measurable outcomes.
• A meaningful role with direct impact on company revenue and customer success.
• A passionate, innovative and supportive team dedicated to transforming sports technology.
• Genuine opportunities for professional development and career progression.
• Potential for international travel as our global footprint grows.
• A dynamic work environment where your contributions are visible and valued.
This is a role for someone who wants to make a real difference — not just manage accounts, but genuinely help businesses grow. If you combine a love of racquet sports with a talent for building relationships and driving results, SportLogic is the place to do it.