Director of CSM

LSports is a leading global provider of sports data, dedicated to revolutionizing the industry through innovative solutions. We excel in sports data collection and analysis, advanced data management, and cutting-edge services like AI-based sports tips and high-quality sports visualization. As the sports data industry continues to grow, LSports remains at the forefront, delivering real-time solutions.

If you're passionate about both sports and technology and want to drive the sports-tech and data industries into the future, we invite you to join our team.

! We are looking for a highly motivated Director of Customers.

What You'll Do

Strategic & Team Leadership

• Build, lead, and coach a multi-disciplinary team (CSM, Support, and Operations).
• Create annual work plans, department budgets, and growth frameworks.
• Define OKRs and KPIs for team performance, customer outcomes, and efficiency.
• Lead weekly team meetings, one-on-ones, and development plans for team members.
• Foster a culture of ownership, agility, and customer impact.
  
  

• Serve as the primary bridge between Customers and Product, BI, Sales, and Tech teams.
• Participate in leadership meetings, providing insights, forecasts, and action plans to improve the product and customers’ satisfaction.
• Ensure the voice of the customer is reflected in product roadmaps and operational decisions.
  
  

• Develop structured workflows for onboarding, QBRs, feedback loops, and escalations.
• Own reporting in collaboration with the BI team—customer health, support trends, manual ops load, integration processes etc.
• Track and present operational and customer metrics to senior leadership.
  
  

• Design scalable onboarding processes that reduce time-to-value.
• Build customer journey playbooks aligned with revenue and retention goals.
• Ensure SLAs, incident response, and manual data update processes are executed at the highest standard.
• Identify and implement automation initiatives to reduce manual operations.
  
  

• 5+ years in managerial roles, leading teams of 6+ people in at least 2 SaaS or tech companies.
• Proven experience managing Customer Success, Customer Support, Customer Operations teams.
• Strong understanding of B2B SaaS, customer onboarding, lifecycle management, and retention.
• Experience in budget management, annual team planning, and operational forecasting.
• Track record of building, training, and scaling teams across functions.
• Highly analytical with experience using BI tools, dashboards, and CRM platforms.
• Excellent stakeholder management skills across Product, Sales, Tech, and C-Level leadership.