Customer Success Manager, Sports and Entertainment

Mashgin powers the world's best checkout experience for over 40 million users. The Customer Success Manager for Sports & Entertainment owns the venue relationship from go-live through renewal, ensuring high-volume venues operate smoothly during critical events.

Responsibilities:

• Venue-level relationships at stadiums, arenas, and event centers post go-live
• A structured 60–90 day hypercare window for every new site after deployment
• Proactive monitoring of account health, kiosk uptime, transaction volume, and renewal windows across your book
• Event-day readiness — you know what’s happening at your venues before, during, and after high-traffic events
• Renewal forecasting and churn risk identification in partnership with Finance and Sales
• Escalation ownership for critical issues, especially during live events, end-to-end
• Account documentation kept current enough that anyone inside Mashgin can get up to speed without asking you
• Data and narrative support for Sales-led QBRs — you build the story, Sales delivers it

Requirements:

• 5+ years in Customer Success, account management, or a post-sale relationship role
• Experience managing accounts in a hardware or SaaS environment
• Ability to translate operational data into clear business narratives
• Proactive by default — you flag risk early and come with a recommended path forward
• Strong documentation habits — your accounts live in the system, not in your head
• Comfortable working cross-functionally across Sales, Finance, Operations, and Engineering
• Comfortable with travel, up to 50%
• Experience working with sports or entertainment venues in a technology, operations, or service capacity
• Familiarity with venue POS systems, concessions technology, or food service operations in a live event environment
• Experience working with foodservice operators