Note: The job is a remote job and is open to candidates in USA. FanIQ is transforming paid social advertising for sports and entertainment. The Customer Success & Solutions Manager will bridge customers, Product, and Sales, leading successful implementations and driving customer adoption to ensure measurable value from the platform.
Responsibilities
- Lead customer onboarding from kickoff through successful launch
- Configure customer accounts, users, and integrations
- Train customers on FanIQ One workflows, playbooks, and best practices
- Conduct regular business reviews focused on adoption, performance, and ROI
- Drive adoption of new platform features and AI capabilities
- Identify expansion opportunities across additional venues, teams, properties, and business lines
- Build long-term customer relationships that drive retention and advocacy
- Partner with Account Executives throughout the sales process on strategic opportunities
- Participate in discovery meetings and product demonstrations
- Answer product, implementation, integration, and workflow questions
- Develop customized onboarding and 90-day success plans
- Support pilot programs and proof-of-concept deployments
- Help remove implementation concerns that may delay purchasing decisions
- Ensure a seamless transition from signed agreement through onboarding
- Serve as the voice of the customer for Product and Engineering
- Gather and prioritize customer feedback and feature requests
- Test new product features before release
- Help improve onboarding, usability, documentation, and customer education
- Contribute ideas that improve adoption and customer outcomes
Skills
- 3–7 years of experience in Customer Success, Solutions Consulting, SaaS Implementation, Account Management, or a similar customer-facing role
- Experience onboarding and supporting SaaS customers
- Excellent communication, presentation, and project management skills
- Strong problem-solving abilities and a customer-first mindset
- Comfortable working in a fast-paced startup environment
- Experience in sports, live entertainment, ticketing, venues, festivals, or digital marketing
- Familiarity with paid social platforms including Meta, TikTok, Google, LinkedIn, or Snapchat
- Experience supporting software sales and marketing technology integrations
Benefits
- Equity participation
- Remote work if OK
- 20% travel for in-person partner and prospect meetings
Company Overview