WHO WE ARE

Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences. Our SaaS platform is used by the leaders in Sports, Music & Entertainment to engage, collect and activate fan data so they can market smarter.

Based in Richmond, Melbourne, our APAC business has built its reputation across Australia and New Zealand over the past four years, founded on strong partnerships and a service mentality. We work with industry leaders in the sports, music & entertainment space including the AFL, NRL, NBL, Netball and more. Our headquarters are in Vancouver, Canada where partners include teams from the NBA, NHL, NFL, and MLB, alongside Live Nation, BMG  and many more. 

This role is based in Melbourne, Victoria  (Richmond) and will require some attendance at our office, with occasional on-site visits to customers across the APAC region.

WHO YOU ARE

You have a strong background in digital marketing and/or customer success, ideally in the sports or 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

As a Customer Success Manager,  you'll collaborate with leading sports organisations on cutting-edge digital marketing campaigns, ensuring they harness the full power of their data and our platform. We're seeking candidates who are confident relationship builders, creative thinkers, and passionate about emerging tech in sports and entertainment 

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..
• Confidently navigate and demo the Tradable Bits platform; keeping yourself informed of all the new features.
• Facilitate training and strategy sessions to partners, ensuring comprehensive awareness and utilization of all features to maximize value and facilitate seamless adoption experiences

Customer Relationship Management:

• Build and nurture relationships with customer stakeholders, ensuring ongoing adoption of platform features and maintaining regular 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 ideas and digital strategies, offering creative and effective solutions tailored to our platform.
• Establish productive and trusted relationships with key stakeholders and guiding them as a trusted advisor 

Nurture Customer Feedback + Customer Advocacy:

• Conduct Strategic Business Reviews to uncover insights and share product updates and market insights within your portfolio.
• Act as the internal customer advocate, translating customer requirements into actionable tasks for Tradable Bits product development.
• Identify risk, upsell, and expansion opportunities and work with internal stakeholders to present solutions.

Project Management & Industry Expertise:

• Project manage custom development work for sports partners, documenting project scope and ensuring deadlines are met.
• Help execute on Professional Services sold to partners including workshops, campaign building and custom reporting
• Develop a deep understanding of industry trends, best practices, and business goals, focusing on how fan marketing drives business value and ROI.

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 the Sports industry such as  a sports club, league, vendor or partner (ticketing, technology platform, marketing, promoter, agency). We're seeking someone passionate about the game - whether it’s AFL, NRL, NBL, Netball, Rugby, Soccer, Tennis, or Baseball.
• Bachelor's degree in communications, business, marketing, sports management, or related fields.
• Organised with strong project management skills; able to manage multiple projects and deadlines.
• Confident relationship-builder with the ability to engage senior stakeholders and drive outcomes.
• Data-driven, with problem-solving skills, focused on delivering customer success.
• Creative, curious, and proactive - always pushing boundaries to innovate.

BONUS SKILLS/QUALIFICATIONS

• Previous experience working in a startup or hyper-growth environment.
• Experience with social media and digital marketing for business (this isn’t a role on the social tools, but having previous experience and exposure in the digital marketing space is an asset).
• Familiarity with Slack, Google Suite, Open Project  or other project management tools
• Familiarity or experience with some form of CRM software (Hub Spot, Salesforce, Microsoft Dynamics, Kore, etc) 
• Personable, approachable, and a keen sense of humour

WORK PERKS

• Creative freedom and ownership over your projects/accounts.
• Work on innovative tech and bring your ideas to life.
• Expansion in every direction - new places, teammates, and knowledge.
• Fun working environment at our central Richmond location, near public transport.
• Opportunity to connect with a global customer base in the sports industry, including NBA, NHL, NFL, MLB, and others.

Please apply with CV and cover letter addressing why you’re a great fit for the role. Applications without a cover letter will not be considered.