ABOUT US

Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences unlocking 1st and zero-party data. Our SaaS platform is the secret weapon behind the digital success of the AFL, NBA, NFL, Live Nation, Fuzzy Entertainment and more. Our cutting-edge platform turns fan data into marketing gold, and we're expanding our Melbourne-based APAC team.

ABOUT YOU

You have a strong background in digital marketing and/or customer success, ideally in the sports and 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, music and entertainment organisations on cutting-edge digital marketing campaigns, ensuring they harness the full power of our platform. We're seeking candidates who are confident relationship builders, creative thinkers, and passionate about emerging tech and sport and music/entertainment.

This hybrid role is based in our Melbourne office, in the tech hub of Richmond, with occasional on-site visits to customers across the APAC region.

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.
• Provide product training and support, ensuring comprehensive use of features for maximum value.

Customer Relationship Management:

• Build and nurture relationships with key stakeholders at all levels, maintaining continuous 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 ideation, providing creative solutions aligned with the customer’s digital strategy.
• Become a trusted advisor for customers, consistently showcasing the value of our tools.

Strategic Business Reviews & Advocacy:

• Lead business reviews, sharing insights, product optimisation recommendations and updates, and industry trends.
• Act as the internal advocate for customers,  translating their needs into actionable solutions for our teams.
• Identify risk, upsell, and expansion opportunities and work with internal stakeholders to present solutions.

Project Management & Industry Expertise:

• Manage custom development projects for customers, documenting project scope, ensuring alignment with client objectives and timely delivery. 
• Develop a thorough understanding of industry trends, best practices and business goals with a focus on how fan marketing drives business value and ROI.
• These often include multiple stakeholders, where you’ll be confident managing relationships and knowing when to push or pull. 

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 Sports OR Music/Entertainment such as  a sports club, league, vendor or partner (ticketing, technology platform, marketing, promoter, agency). We are looking for someone with EITHER:
  • Sports Expertise: Deep understanding of the APAC sports landscape is a must. We're seeking someone passionate about the game - whether it’s AFL, NRL, NBL, Netball, Rugby, Soccer, Tennis, or Baseball.
  • Music & Entertainment Expertise: A strong knowledge of the Australian music scene, a love for live music events and festivals. Knowledge of the ticketing industry is a bonus.
• 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 helps).
• 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

• Competitive salary and benefits, including phone allowance
• Expansion in every direction - new places, teammates, and knowledge.
• Opportunity to connect and build a network with a global customer base in the sports and entertainment industry, including NBA, NHL, NFL, MLB, and others.
• Team-oriented environment working side-by-side with industry experts