Customer Success Specialist (CSS)

Customer Success Specialist (CSS) We are seeking a Customer Success Specialist (CSS) to oversee a dedicated portfolio of Small-Medium Business (SMB) clients. This individual will act as the partner, advisor, and voice of the customer guiding the clients through the full lifecycle while ensuring long-term account health, adoption, and retention. The ideal candidate brings a consultative mindset, customer centricity, focus, and the ability to influence both clients and internal teams. Key Responsibilities Dedicated Portfolio Management: Own overall success, client implementation and re-emplementation, product adoption, training, product demos, account health and retention across assigned book. Relationship Management: Build and sustain trusted partnerships with users and decision-makers, driving adoption and retention. Sponsorship Advisory: Act as a consultative partner by sharing best practices, sponsorship trends, and data-driven insights Platform Engagement: Drive meaningful usage of the SponsorUnited platform Voice of the Customer: Advocate for clients internally, translating customer feedback and insights into actionable inputs. Health & Risk Management: Conduct regular account health checks. Anticipate churn risks by analyzing engagement data, following playbooks, and driving proactive engagement strategies. Expansion Enablement: Identify upsell and cross-sell opportunities, working closely with account management, Sales and CS leadership to expand client commitments. Documentation: Maintain accurate client records in PlanHat and Salesforce. Issue Resolution: Serve as the primary point of contact, troubleshooting problems and escalating complex issues. Qualifications 2-3+ years of experience in Customer Success or other customer-supporting roles, ideally within SaaS, sports, sponsorship, or media. Experience with or working knowledge of the SponsorUnited platform is a strong plus. Analytical, proactive, customer-centric mindset. Demonstrated success managing large client portfolios with measurable outcomes in adoption, retention, and expansion. Excellent communicator with strong presentation, relationship-building, and influencing skills. Displaying a consultative, problem-solving approach. Data-driven with ability to analyze engagement metrics and develop retention strategy Experience leading cross-functional collaboration to elevate customer outcomes. Why SponsorUnited Opportunity to shape the future of sponsorship intelligence within a high-growth SaaS company. Direct impact on the success and strategy for a dedicated portfolio of SMB clients. Collaborative, innovative culture where your expertise and voice drive business outcomes. Opportunity to further your career in a customer-centric role.

Created: 2026-03-04