Senior Manager, Client Success

About The Role

The company, a tech-driven leader in modernizing ticketing, seeks a Senior Manager, Client Success to lead a high-performing team serving major sports and event clients (NBA, NHL, golf, horse racing, etc.). Reporting to the EVP of Clients & Partners, this leader will drive strategic initiatives, deliver exceptional client outcomes, foster excellence, and ensure strong business impact. The role involves cross-functional collaboration, travel to client events, and helping scale the organization’s operations.

Key Responsibilities

• Lead, coach, and develop a team of Client Success Managers supporting major sports and entertainment clients
• Set clear goals, drive accountability, and build a high-performance culture centered on commercial impact and ownership
• Use data and insights to track performance and proactively inform decision-making
• Partner with the EVP, Clients & Partners to shape team strategy, drive execution, and scale operations
• Scope and lead cross-functional initiatives that improve internal processes, tools, and workflows
• Ensure the team delivers measurable impact across product adoption, revenue growth, and client health
• Build strong relationships with internal and external stakeholders to foster alignment and trust
• Act as a senior escalation point, helping resolve complex issues and ensure client satisfaction
• Travel to key client meetings and industry events to represent the team and strengthen partnerships

Required Qualifications

• 8+ years of experience in customer success, account management, or strategic consulting—ideally in B2B SaaS or ticketing
• 4+ years leading and developing high-performing teams
• Proven success driving client outcomes and commercial growth
• Experience with complex product suites and business models
• Analytical mindset—ability to dissect performance data and a P&L, spot trends, and drive insights to action both internally and with clients
• Exceptional attention to detail, urgency, and follow-through
• Strategic thinker who thrives in ambiguity and can build structure from scratch
• Executive presence—ability to inspire trust and lead through influence
• Willingness to travel (~20–30%) to client meetings and industry events
• Familiarity with the sports or live entertainment industry is a strong plus

Why You'll Love This Role

• Opportunity to work with some of the biggest brands in sports and entertainment
• Chance to shape the growth and impact of a world-class CS organization
• Joining a culture that’s bold, transparent, and obsessed with doing meaningful work—no B.S. busywork allowed

Perks

• Equity stake
• Flexible work environment, allowing for a hybrid or 100% remote work arrangement
• A WFH stipend to support home office setup
• Unlimited PTO
• Up to 16 weeks of fully-paid family leave
• 401(k) matching program
• Student loan support resources
• Health, vision, dental, and life insurance
• Up to $25k towards family building and reproductive health services
• Gender-affirming care support program
• $500 per year for wellness expenses
• Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
• $120 per month to spend on tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon music

Salary Range

The salary range for this role is $165,000 - $185,000 USD plus bonus based on performance. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”