Customer Success Manager

Hudl; Sydney; On-site; AUD 56,000 - 77,000; Full time

Job summary

Hudl, a leader in sports technology, seeks a Customer Success Manager to foster relationships within the basketball and cricket markets across Oceania. The CSM will enhance customer satisfaction, drive ROI, and support schools and organizations in maximizing their subscriptions. This hybrid role offers a supportive culture, career growth opportunities, and a strong focus on work-life balance.

Benefits

Flexible vacation time

Company-wide holidays

Remote work options

Professional development resources

Employee Assistance Program

Qualifications

• You’ve held a client-facing role, preferably at a technology company.
• Presentation skills are key in this role.
• You’re a self-starter and are able to take initiative to solve problems.

Responsibilities

• Develop strong customer relationships across a group of accounts.
• Demonstrate the products, educate customers, and carry out engagement activities.
• Work toward quarterly and yearly renewal targets.

Skills

Client-facing experience

Project management

Communication skills

Relationship building

Technology-savvy

Tools

Salesforce

Job description

At Hudl, we build great teams. We hire the best of the best to ensure you’re working with people you can constantly learn from. You’re trusted to get your work done your way while testing the limits of what’s possible and what’s next. We work hard to provide a culture where everyone feels supported, and our employees feel it—their votes helped us become one of Newsweek's Top 100 Global Most Loved Workplaces .

We think of ourselves as the team behind the team, supporting the lifelong impact sports can have: the lessons in teamwork and dedication; the influence of inspiring coaches; and the opportunities to reach new heights. That’s why we help teams from all over the world see their game differently. Our products make it easier for coaches and athletes at any level to capture video, analyze data, share highlights and more.

Ready to join us?

Your Role

We’re looking for a Customer Success Manager to join our team and look after our basketball market (pro to community), national and state level cricket, universities in Oceania, and secondary schools across New Zealand. Our CSMs look to ensure schools and organizations get the maximum benefit and higher ROI out of their subscription.

In this role, you’ll:

• Develop strong customer relationships. You’ll maximize satisfaction across a group of accounts and become a trusted partner for your customers.
• Be involved in all aspects of support and account management. You’ll demonstrate the products, educate customers and carry out a range of engagement and commercial activities.
• Work toward goals. Throughout the year, CSMs work toward the achievement of quarterly and yearly renewal targets. You’ll run meetings to understand client needs and identify opportunities for upselling additional services.

This role requires three days in the office per week, so we're currently considering candidates who live within a commuting distance of our office in Sydney, Australia.

Must-Haves

• Experienced. You’ve held a client-facing role, preferably at a technology company.
• Excellent communicator. Presentation skills are key in this role.
• Technology-savvy. We don’t expect you to build an API, but you should understand what an API is and be able to pitch that to clients.
• A relationship builder. In order to drive expansion and renew customers, relationships are key.
• Travel. You’re happy to hit the road and visit customers on a consistent basis, as frequently as monthly trips.
• Project management skills. You’ll be working with multiple stakeholders both internally and externally. Being able to multitask is essential.

Nice-to-Haves

• Sports background. If you’ve been active in the sports industry, that’s a big plus.
• Salesforce experience. Previous knowledge of this software would be an asset, but not required.
• Proactive. You enjoy going the extra mile to help a customer. Seeking out ways to help them improve their product experience is a step you like to take.
• Analytical. You’re comfortable looking through metrics that showcase user behavior and engagement.
• Autonomous. You’re a self-starter and are able to take initiative to solve problems.

Our Role

• Champion work-life harmony . We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy . We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas.
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed . We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech you need to do your best work.
• Support your wellbeing. Depending on location, we offer medical and retirement benefits for employees—but no matter where you’re located, we have resources like our Employee Assistance Program and employee resource groups to support your mental health.

Compensation

The base salary range and on-target earnings (OTE) for this role are displayed below. Typically, the total compensation will fall within the middle of the OTE band.

Our compensation decisions are based on an individual's experience, skills and education in line with our internal pay equity practices.

Final compensation will depend on your performance against quotas outlined in your Individual Sales Plan (ISP) upon hire.

Base Salary Range

$56,000 - $77,000 AUD

On-Target Earnings

$80,000 - $110,000 AUD

Inclusion at Hudl

Hudl is an equal opportunity employer. Through our actions, behaviors and attitude, we’ll create an environment where everyone, no matter their differences, feels like they belong.

We offer resources to ensure our employees feel safe bringing their authentic selves to work, including employee resource groups and communities . But we recognize there’s ongoing work to be done, which is why we track our efforts and commitments in annual inclusion reports .

We also know imposter syndrome is real and the confidence gap can get in the way of meeting spectacular candidates. Please don’t hesitate to apply—we’d love to hear from you.

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We'd like to know how well we're doing to ensure diversity, equity and inclusion in our recruitment processes. To help us reach this goal, we'd appreciate if you'd take our diversity questionnaire. Your voluntary choice to complete it will create a separate, confidential record of your name, where you learned about the role you applied for, and information about protected characteristics (UK: the Equity Act 2010).

This information will be automatically removed from your profile prior to reviewing your application. Your data is kept strictly confidential and won't be used as a part of the selection process. We'll only use it to measure our recruitment activity and to make reasonable adjustments for disabled employees.

U.S. Equal Opportunity Employment Information (Comp letion is voluntary)

Individuals seeking employment at Hudl are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary . Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

The Regulation (EU) 2016/679 and the applicable national data processing regulations (together, the “ Applicable Legislation ”) for candidates applying to the positions in the EU give rights to individuals in respect of personal data held about them by others and as directed by the above Applicable Legislation Hudl provides you the following information:

• Hudl and its affiliates act as data controllers in relation to the personal data Hudl collects in connection with its recruiting and hiring processes, as well as with data subprocessors engaged by Hudl to help manage those processes. Hudl’s headquarters and its sub processes are located in the USA. If you are located outside of the USA, your personal data will be transferred to the USA once you submit it through our careers site.
• Diversity information is defined by the DPA as “sensitive”. The information you give will be held on both manual and electronic systems by Hudl.