Client Success Manager

Benefits

• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance

Batbox is a sports entertainment company dedicated to growing baseball and sports through the development of innovative technology and experiential concepts. By blending cutting‑edge technology, immersive venues, and scalable revenue models, Batbox is redefining how people engage with the game. Our growth strategy includes expanding our reach beyond our venues through simulator sales and building partnerships across the Americas.

We are looking for a Customer Success Manager to build and lead Batbox’s customer success function from the ground up. Reporting directly to the Chief Product & Innovation Officer, this role blends strategic leadership with hands‑on execution. You will design the customer journey, build scalable onboarding and adoption frameworks, and directly manage key operator relationships while laying the foundation for a future team.

This is a high‑impact, builder role suited for someone who thrives in fast‑paced, high‑growth environments and is excited to shape how customers experience and succeed with Batbox technology. Batbox is headquartered in Dallas, Texas.
We’re open to U.S.

-based remote work for the right person.

• Customer Success Foundations: Build Batbox’s end‑to‑end Customer Success operating model from the ground up. Establish the full customer journey, onboarding architecture, engagement cadence, segmentation and tiering, success playbooks, health scoring frameworks, and scalable systems. Create the documentation, standards, and processes that will become the foundation of a future Customer Success organization.
• Customer Relationship Ownership: Directly manage a portfolio of customers, acting as the senior relationship owner. Provide high‑level guidance, insights, and strategic recommendations to maximize simulator usage, adoption, performance, and revenue results. Serve as the primary customer advocate with Product, Tech, Support, BD, and Operations.
• Handoff & Onboarding: Lead the entire post‑sale lifecycle, including structured handoff from BD, kickoff, onboarding, install readiness, training, and go‑live support. Build repeatable, scalable onboarding frameworks and operator documentation that will support future team members as the business grows.
• Adoption & Operator Success: Develop strategic Success Plans and adoption roadmaps tailored to each customer segment and tier. Monitor account health using data‑driven indicators, proactively identify risks, and ensure customers realize meaningful value. Lead structured check‑ins and quarterly business reviews with high‑value accounts and build scalable adoption programs for broader customer segments. Document recurring themes, and refine escalation and support processes.
• Issue Resolution & Escalation: Serve as the senior point of contact for customer issues. Triage escalations, coordinate resolutions with Product and Tech teams, and identify patterns that require systemic fixes. Build clear escalation paths, communication protocols, and expectations for future CS staff.
• Customer Insights & Roadmap Influence: Translate customer experiences, usage patterns, and feedback into actionable insights that influence Product roadmap priorities. Build structured feedback loops, operator insights reporting, and feature adoption analysis. Act as a strategic partner to the CPIO and Product team in shaping improvements and new capabilities.
• Retention, Renewal & Expansion: Build ROI narratives, value stories, and data‑backed evidence that supports long‑term customer loyalty and platform success.
• Tools, Systems & Data: Evaluate, select, and implement customer‑facing tools including CRM workflows, dashboards, ticketing systems, analytics, and success platforms. Define reporting standards for customer health and usage metrics. Build internal documentation, systems, and data structures that enable scale and future team growth.

• 3–5+ years in Customer Success, Partner Success, Account Management, or Technical Enablement within software, SaaS, or sportstech. Experience in a startup or…