Director of Client Success

ASM Global; City of Rochester (NY); Remote; USD 100,000 - 150,000; Full time

Job summary

A leading company in venue management seeks a Director of Client Success to oversee client onboarding and drive revenue growth. This critical role demands strong leadership in managing high-value client relationships and executing sales strategies to boost performance across property partnerships.

Benefits

Generous benefits package including medical, dental, and vision insurance

Paid vacation and 401k plan

Qualifications

• 8–10+ years of experience in client success or sales strategy.
• Proven revenue growth in client relationships.
• Experience in the sports, entertainment, or hospitality industry.

Responsibilities

• Lead onboarding and strategic launch of new property partnerships.
• Drive revenue growth and manage client engagement.
• Design sales tools and implement campaigns.

Skills

Analytical skills

Project management

Communication skills

Sales strategy

Education

Bachelor’s degree in Business, Marketing, Sports Management

Master’s degree

Tools

Sales enablement tools

Job description

POSITION: Director of Client Success

REPORTS TO: Vice President, Strategy

FLSA STATUS: Salaried, Exempt

LEGENDS & ASM GLOBAL

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering an end-to-end solution across all areas of venue operations and revenue generation for many of the world’s most iconic brands and venues.

Legends brings a 360-degree, data-driven approach across planning, sales, partnerships, hospitality, and merchandise, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 400+ arenas, stadiums, convention/exhibition centers, and performing arts venues globally.

Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment? Join us to make legends happen!

THE ROLE

The Director of Client Success will lead the onboarding and strategic launch of new property partnerships, ensuring a seamless transition and strong early performance. This role is responsible for developing sales tools, managing waitlist and deposit campaigns, and driving significant revenue growth across the portfolio. As a subject matter expert, the Director will also establish best practices to support long-term client success and optimize conversion outcomes.

Essential Duties And Responsibilities

• Lead the onboarding process for new property clients (e.g., Browns, Valencia, USC, Bears), ensuring a seamless transition and successful program launches.
• Serve as the primary point of contact during early client engagement, aligning internal teams and stakeholders on strategy and execution.
• Drive revenue growth across the client portfolio, supporting the conversion of over $450M in Certificate of Interest (COI) value, contributing to $15.6M in EBITDA.
• Design and implement sales enablement tools and resources tailored to each property to support early sales success.
• Lead the strategic development and execution of waitlist and deposit campaigns to build qualified pipelines prior to official sales launches.
• Act as a subject matter expert in client success and revenue optimization, delivering best practices and playbooks across campaigns.
• Collaborate cross-functionally with internal teams (Sales, Marketing, Operations) to ensure alignment with client objectives and timelines.
• Monitor key performance indicators to evaluate success of onboarding and campaign efforts, and adjust strategies as needed.
• Cultivate strong client relationships, maintaining trust and transparency through regular communication and strategic guidance.
• Identify opportunities for ongoing client growth, upselling, and expansion based on client goals and performance metrics.
  
  

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with all Legends & ASM policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

• Bachelor’s degree in Business, Marketing, Sports Management, or a related field (Master’s degree is a plus).
• 8–10+ years of progressive experience in client success, sales strategy, or business operations, preferably within the sports, entertainment, or hospitality industry.
• Proven track record of driving revenue growth, managing high-value client relationships, and leading large-scale onboarding or sales campaigns.
• Experience launching new business initiatives or properties and working cross-functionally with sales, marketing, and executive leadership.
• Strong analytical, project management, and communication skills required.
  
  

Skills And Abilities

• Ability to develop and implement revenue-driving strategies across multiple client portfolios.
• Skilled at building and maintaining strong relationships with high-profile clients and internal stakeholders.
• Expertise in creating effective sales tools, training materials, and onboarding strategies to drive conversions.
• Strong organizational skills with the ability to manage multiple high-impact initiatives simultaneously.
• Comfortable using data to track performance, identify trends, and optimize campaign outcomes.
• Proven experience leading cross-functional teams and influencing without direct authority.
• Exceptional written and verbal communication skills; confident presenting to senior leadership and clients.
• Thrives in a fast-paced, evolving environment with shifting priorities and deadlines.
• Deep understanding of sales cycles, customer success best practices, and the sports/entertainment landscape.
  
  

Compensation

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

Location: Remote - East Coast

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE:

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Legends & ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.