Customer Success Manager II (DI Collegiate, North America)

We're hiring a Customer Success Manager II (DI Collegiate, North America) to own a portfolio of Division I athletic department relationships and drive retention, adoption, and growth across their Teamworks investment. I'm Michelle Rapp https://www.linkedin.com/in/michelle-rapp/, Director of Customer Success at Teamworks. Our D1 Collegiate Customer Success team is growing, and we're adding this role to continue ensuring customers extract maximum value from their Teamworks investment. In this role, you'll own the post-implementation customer lifecycle, driving retention and identifying expansion opportunities for assigned customers. You'll manage the full customer relationship across our product suite while drawing upon your deep expertise as a Teamworks Champion, becoming the go-to partner for the athletic department stakeholders who depend on it day to day. You'll build strategic relationships with athletic department staff and senior athletic department leadership who rely on your expertise to drive their success.   THE ROLE - Own a portfolio of D1 school accounts as the primary Teamworks partner and strategic advisor - Drive retention and expansion by monitoring product usage and building renewal and cross-sell strategies - Build relationships across athletic department stakeholders, from day-to-day users to senior administrators, and map key decision-makers at each account - Lead business reviews and strategic planning sessions that connect product value to customer goals - Partner closely with Product Success Managers and Sales to coordinate on shared account initiatives - Proactively identify usage gaps and address underutilization before it becomes a renewal risk WHAT I'M LOOKING FOR WHAT YOU MUST BRING - 5+ years of experience working in a Division I collegiate athletics department — this role requires the credibility and context that comes from having worked at a D1 athletic department - Hands-on experience with Teamworks Operations products (i.e. Hub, Compliance & Recruiting) with the ability to speak credibly about its value to athletic department stakeholders - Experience leading strategic initiatives, such as rolling out new processes or driving operational improvements - Strong cross-functional collaboration experience, coordinating with internal teams and external stakeholders to drive shared initiatives forward - Elite communication and interpersonal abilities, including comfort presenting to senior leadership and navigating high-touch customer relationships EVEN BETTER IF - Prior customer success, account management, or SaaS experience demonstrating understanding of recurring revenue business models - Experience in senior athletic department positions (Associate AD, Operations, Administration, Compliance) that provided exposure to strategic decision-making - Familiarity with value delivery frameworks and client retention best practices in technology or SaaS environments WHY THIS ROLE This is a chance to join a growing Customer Success team at the center of sports tech, supporting some of the most respected programs in Division I athletics. You'll own real relationships from day one, with the room to grow your portfolio's strategic value as you build trust across every level of a customer's organization, from day-to-day users to senior administrators. If you're someone who proactively spots opportunities rather than waiting to be told, and who can move fluidly between the details and the big picture, you'll thrive here. This role is not eligible for sponsorship at this time. To all recruitment agencies: Teamworks does not accept agency resumes. Please do not forward resumes to our jobs alias, Teamworks employees or any other organization location. Teamworks is not responsible for any fees related to unsolicited resumes. ABOUT TEAMWORKS We're the Operating System for Sports™, powering 7,000+ organizations worldwide, from collegiate programs to every major pro league. Founded in 2006, we've evolved from a messaging tool for college football into the leading sports tech platform, with 600+ global teammates building the future of sports tech. Our solutions span Personnel, Coaching, Performance, Operations, and Intelligence - helping teams recruit smarter, train better, stay compliant, and win. Teamworks is an equal opportunity employer - if you live our core values every day and are honest, hardworking, humble, committed, innovative, and an all-around exceptional person, you'll thrive at Teamworks. We are committed to building a diverse and inclusive workforce and take affirmative action to not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. This policy applies to all employment practices within our organization, including but not limited to recruiting, hiring, promotion, termination, compensation, benefits, and training. Teamworks is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email talent@teamworks.com.