Customer Success Manager II (DI Collegiate, North America)

The Customer Success Manager II role at Teamworks focuses on owning a portfolio of Division I athletic department relationships to drive retention, adoption, and growth across their Teamworks investment. This position is based in North America.

Michelle Rapp, Director of Customer Success at Teamworks, is leading this hiring effort. The D1 Collegiate Customer Success team is expanding, and this role is designed to ensure customers maximize their Teamworks investment.

In this role, you will:

• Own the post-implementation customer lifecycle, driving retention and identifying expansion opportunities for assigned customers.
• Manage the full customer relationship across the product suite, acting as the primary Teamworks partner and strategic advisor for assigned D1 school accounts.
• Build strategic relationships with athletic department staff and senior leadership, relying on your expertise to drive their success.

The Role

• Own a portfolio of D1 school accounts as the primary Teamworks partner and strategic advisor.
• Drive retention and expansion by monitoring product usage and building renewal and cross-sell strategies.
• Build relationships across athletic department stakeholders, from day-to-day users to senior administrators, and map key decision-makers at each account.
• Lead business reviews and strategic planning sessions that connect product value to customer goals.
• Partner closely with Product Success Managers and Sales to coordinate on shared account initiatives.
• Proactively identify usage gaps and address underutilization before it becomes a renewal risk.

What I'm Looking For

What You Must Bring

• At least 5+ years of experience working in a Division I collegiate athletics department.
• Hands-on experience with Teamworks Operations products (e.g., Hub, Compliance, Recruiting) and the ability to speak credibly about its value to athletic department stakeholders.
• Experience leading strategic initiatives, such as rolling out new processes or driving operational improvements.
• Strong cross-functional collaboration experience, coordinating with internal teams and external stakeholders to drive shared initiatives.
• Elite communication and interpersonal abilities, including comfort presenting to senior leadership and navigating high-touch customer relationships.

Even Better If

• Prior customer success, account management, or SaaS experience demonstrating understanding of recurring revenue business models.
• Experience in senior athletic department positions (e.g., Associate AD, Operations, Administration, Compliance) that provided exposure to strategic decision-making.
• Familiarity with value delivery frameworks and client retention best practices in technology or SaaS environments.

Why This Role

This role offers the opportunity to join a growing Customer Success team at the center of sports tech, supporting some of the most respected programs in Division I athletics. You will own real relationships from day one, with the potential to grow your portfolio's strategic value as you build trust across every level of a customer's organization.

If you are someone who proactively spots opportunities rather than waiting to be told, and who can move fluidly between the details and the big picture, you will thrive here.