Director of Customer Success & Revenue Growth (Equity)

Fastbreak AI; Charlotte (NC); Vor Ort; USD 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Stock options

Health insurance

Dental & Vision insurance

401(k) with employer match

Relocation assistance

In-office role

Zusammenfassung

Fastbreak AI is hiring a Director of Customer Success to own and scale the post-sale customer engine across onboarding, support, retention and expansion. This leader will build the systems and workflows that drive consistent outcomes and revenue growth, including an on-call support model for live events.

The role reports to the Chief Operating Officer and will grow into a team responsible for delivering reliable, high-value customer experiences in fast-paced sports operations software.

Qualifikationen

• 7+ years in Customer Success, Account Management, Implementation, or Support.
• 2+ years leading a customer success function.
• Experience owning retention, NRR, or expansion revenue targets.
• Proven track record in building or scaling a post-sale function, including lifecycle and expansion strategy.
• Experience in high-pressure, real-time environments such as events, payments, or scheduling.
• Strong partnership with Product and Engineering to influence roadmap decisions.
• Excellent written communication across customer-facing and executive contexts.
• Willingness to participate in an on-call rotation, including nights and weekends.

Aufgaben

• Build the Post-Sale Customer Engine from onboarding through retention, renewal, and expansion.
• Design AI-driven workflows and systems to scale delivery.
• Define customer health, usage signals, and risk indicators for proactive engagement.
• Create structured motions for upgrades and cross-sell tied to product usage.
• Turn customer outcomes into revenue through renewals, upsell, and multi-product adoption.
• Develop advocacy programs that generate referrals, case studies, and repeat business.
• Lead onboarding from kickoff through first live event and standardize repeatable playbooks.

Kenntnisse

Customer Success

Account Management

Implementation

Support

Leadership

On-call

Tools

CRM systems

Help Center

Ticketing system

Jobbeschreibung

Fastbreak AI is hiring a Director of Customer Success to own and scale the post-sale customer engine across onboarding, support, retention and expansion. This leader will build the systems and workflows that drive consistent outcomes and revenue growth, including an on-call support model for live events.

The role reports to the Chief Operating Officer and will grow into a team responsible for delivering reliable, high-value customer experiences in fast-paced sports operations software.