The Customer Success Specialist will manage SMB client portfolios, driving product adoption and retention, advocating for customer needs, and resolving issues.
Launched in 2018, SponsorUnited is the leading global sports and entertainment intelligence platform, delivering actionable data and insights to build stronger marketing partnerships. We provide unrivaled knowledge across the sponsorship and media landscape so our clients can make impactful decisions that drive business
The Role: 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.
- 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.
- 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.
Top Skills
Planhat
Salesforce
Sponsorunited Platform
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