Customer Success Manager, APAC

Customer Success Manager, APAC

WHO WE ARE

Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences. Our SaaS platform is used by the leaders in Sports, Music & Entertainment to engage, collect and activate fan data so they can market smarter.

Based in Richmond, Melbourne, our APAC business has built its reputation across Australia,  New Zealand and Asia founded on strong partnerships and a service mentality. We work with industry leaders in the sports, music & entertainment space including the AFL, Netball Australia, Fuzzy Entertainment,  UMG  and more. Our headquarters are in Vancouver, Canada where partners include teams from the NBA, NHL, NFL and MLB, alongside Live Nation, and many more. 

This role is based in Melbourne, Victoria  (Richmond) and will require attendance at our office full time initially.

WHO YOU ARE

You have a strong background in data and analytics, digital marketing and/or customer success, ideally in the sports or entertainment sector. An operations expert at heart, you're confident engaging with diverse stakeholders, building relationships  and thrive in dynamic environments. With a structured and analytical mindset, you're organized, methodical and adaptable. You take pride in solving problems and are willing to be hands-on to ensure success. Your proactive, empathetic approach helps drive impactful customer outcomes and lasting partnerships.

THE ROLE AND WHAT YOU’LL DO

As a Customer Success Manager, you will collaborate with our sports & entertainment partners on market leading  data-led digital marketing solutions. We're seeking someone who is solutions-focused,  curious, passionate about emerging technologies, and experienced in fostering client relationships. Your role involves listening,  engaging, and understanding to ensure customer retention  and growth. We have an enviable track record working alongside our customers to help them achieve their business goals through our technology. This position requires on-site work with customers in Australia , involving occasional travel.

WHAT YOU’LL DO

• Customer Relationship Management:
  • Build and nurture relationships with customer stakeholders, ensuring ongoing adoption of platform features and maintaining regular engagement throughout the customer lifecycle.
  • Collaborate on campaign ideas and digital strategies, offering creative and effective solutions tailored to our platform.
  • Establish productive and trusted relationships with key stakeholders and guiding them as a trusted advisor 
• Nurture Customer Feedback + Customer Advocacy:
  • Conduct Strategic Business Reviews to uncover insights and share product updates and market insights within your portfolio.
  • Act as the internal customer advocate, translating customer requirements into actionable tasks for Tradable Bits product development.
  • Identify risks, upsell opportunities, and collaborate with internal stakeholders to present effective solutions.
• Project Management and Industry Expertise:
  • Project manage custom development work for clients, documenting project scope and ensuring deadlines are met.
  • Help execute on Professional Services sold to partners including workshops, campaign building and custom reporting
  • Develop a deep understanding of industry trends, best practices, and business goals, focusing on how fan marketing drives business value and ROI.
• Customer Onboarding and Adoption:
  • Oversee the plumbing and set up of new customer accounts from start to finish 
  • Guide customers through the setup and training process on Tradable Bits, ensuring comprehensive awareness and utilization of all features to maximize value and facilitate seamless adoption experiences.
• Business Reviews and Renewals:
  • Conduct Business Reviews with customers, providing thought leadership on how to improve their strategy using our technology solutions.
  • Manage partner renewals and contribute to the Tradable Bits product roadmap and growth plans by collaborating with Product and Marketing teams.
  • Identify opportunities for expansion/upsell with your book of business in collaboration with the Inside Sales team

MUST HAVE SKILLS AND EXPERIENCE

• Experience working at a professional sports club or league is highly regarded 
• Organized, detail-oriented and able to manage multiple projects while still meeting deadlines
• A doer. You are proactive, drive towards results and suggest actionable solutions
• Expert-level communication and presentation skills (speaking, reading, writing)
• Personable, approachable, and a keen sense of humour - Major team-player mentality
• Excellent problem-solving and troubleshooting skills
• Professionalism, reliability and tact: able to work with everyone from c-level executives to day-to-day users
• Confidence, tact and entrepreneur-level independence
• Independent problem solver: able to tackle difficult issues and troubleshoot with little guidance/support
• Creativity, curiosity, and a drive for innovation
• Familiarity with Slack, Google Suite, JIRA/Open Project, Asana, Canva, Adobe Suite etc

QUALIFICATIONS 

• Diploma or Bachelors Degree in Communications, Business, Marketing, Sports Marketing or related field(s)
• 1-4 years experience in customer success/customer support, digital marketing, agency, account management, and/or business development ideally in SAAS or tech.
• Experience with digital marketing for business, digital advertising and social media management is a bonus. 
• Keen interest or work experience in Sports or entertainment will be an asset

WORK PERKS

• Modern and fun innovation-focused working environment at our convenient Richmond location, immediately next door to Richmond Station or trams. Dogs welcomed!
• Lead operational excellence and take ownership over your projects/accounts.
• Work on innovative tech and bring your ideas to life. Make a difference.
• Expansion and learning in every direction — new places, teammates, and knowledge.
• Opportunity to connect with domestic sports leaders as well as a global customer base in the sports industry, including NBA, NHL, NFL, MLB, and others.
  

Please apply with your CV and a brief cover letter showcasing your personality and why you’re interested in this role. Please note that applications without a cover letter will not be considered; we’re looking forward to reading your own words!