Customer Success Manager, Apac

2 months ago

Cremorne, Australia TradableBits Media Inc. Full time

**Customer Success Manager, APAC**

**Drive Fan Engagement for Global Entertainment Brands**

**Richmond, Melbourne - $75,000 - $80,000 + variable + super (depending on experience)**

**Are you customer obsessed with a passion for sports and music? Join Tradable Bits and help revolutionise fan engagement for the world's largest sports and entertainment brands**

**ABOUT US**

Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences unlocking 1st and zero-party data. Our SaaS platform is the secret weapon behind the digital success of the AFL, NBA, NFL, Live Nation, Fuzzy Entertainment and more. Our cutting-edge platform turns fan data into marketing gold, and we're expanding our Melbourne-based APAC team.

**ABOUT YOU**

You have a strong background in digital marketing and/or customer success, ideally in the sports and entertainment sector. A relationship builder at heart, you're confident engaging with diverse stakeholders and thrive in dynamic environments. With a solutions-focused mindset, you're creative, organised, and adaptable. You take pride in solving problems and are willing to be hands-on to ensure success. Your proactive, empathetic approach helps drive impactful customer outcomes and lasting partnerships.

**THE ROLE AND WHAT YOU’LL DO**

This hybrid role is based in our Melbourne office, in the tech hub of Richmond, with occasional on-site visits to customers across the APAC region.

**YOUR RESPONSIBILITIES WILL INCLUDE**
- Own the customer journey: Oversee the entire post-sales lifecycle—from onboarding to renewal with your assigned book of business.
- Drive platform adoption: Ensure customers maximize value through feature utilization and campaign execution.
- Build relationships: Become a trusted advisor, developing strong ties across diverse stakeholders.
- Deliver measurable success: Help clients achieve fan engagement goals and ensure ongoing platform success.

**WHAT YOU’LL DO**

Customer Onboarding & Adoption:

- Oversee onboarding and account plumbing/setup; guiding customers through the process to ensure seamless platform adoption across multiple departments.
- Provide product training and support, ensuring comprehensive use of features for maximum value.

Customer Relationship Management:

- Build and nurture relationships with key stakeholders at all levels, maintaining continuous engagement throughout the customer lifecycle.
- Understand our customers business goals and translate them into effective strategy and data-backed reports that can be shared with stakeholders
- Collaborate on campaign ideation, providing creative solutions aligned with the customer’s digital strategy.
- Become a trusted advisor for customers, consistently showcasing the value of our tools.

Strategic Business Reviews & Advocacy:

- Lead business reviews, sharing insights, product optimisation recommendations and updates, and industry trends.
- Act as the internal advocate for customers, translating their needs into actionable solutions for our teams.
- Identify risk, upsell, and expansion opportunities and work with internal stakeholders to present solutions.

Project Management & Industry Expertise:

- Manage custom development projects for customers, documenting project scope, ensuring alignment with client objectives and timely delivery.
- Develop a thorough understanding of industry trends, best practices and business goals with a focus on how fan marketing drives business value and ROI.
- These often include multiple stakeholders, where you’ll be confident managing relationships and knowing when to push or pull.

Renewals & Growth:

- Engage and retain customers by driving renewals, expansion, and continuous success.
- Lead business reviews, presenting creative ideas and thought leadership on how to improve the customer’s strategy with our technology solutions and professional service offerings.
- Contribute to product roadmap discussions, aligning customer feedback with future product developments.

**MUST HAVE SKILLS/QUALIFICATIONS**
- 2+ years of experience in Customer Success, Account Management, or Digital Marketing.
- Excellent communication and presentation skills; able to simplify complex ideas for any audience.
- Experience leading digital strategy, with confidence in making recommendations.
- Industry knowledge or experience within Sports OR Music/Entertainment such as a sports club, league, vendor or partner (ticketing, technology platform, marketing, promoter, agency). We are looking for someone with EITHER:

- Sports Expertise: Deep understanding of the APAC sports landscape is a must. We're seeking someone passionate about the game—whether it’s AFL, NRL, NBL, Netball, Rugby, Soccer, Tennis, or Baseball.
- Music & Entertainment Expertise: A strong knowledge of the Australian music scene, a love for live music events and festivals. Knowledge of the ticketing industry is a bonus.
- Bachelor's degree in c

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