The Customer Success Manager will manage relationships with sports and entertainment venues, ensuring successful deployment and ongoing support for kiosk operations, while proactively monitoring account health and readiness for events.
About Mashgin
Mashgin powers the world's best checkout experience for over 40 million users. Customers just place their items on our kiosks and our AI rings up their entire order in less than a second. With Mashgin, lines are now optional.
Mashgin's technology powers over 1 billion transactions at your favorite locations, including over half of all US professional sports teams, 4,000 convenience stores, major airports, universities, and more.
We’re not just building cutting-edge AI—we’re creating real-world impact and unforgettable experiences. Backed by a well-funded Series B, we’re also one of the rare AI startups that’s already profitable.
Our secret? A culture of extreme ownership, autonomy, and customer obsession. At Mashgin, we are building something extraordinary by challenging conventional wisdom. We’ve thrown out the old rules to focus on what truly matters: creating a kickass product that makes people say, 'Wow'. We don’t care about short-term wins; we build systems that stand the test of time. If you thrive in a culture of excellence without compromise and want to see your work have an immediate, remarkable impact, you’re in the right place.
Position Summary
The Customer Success Manager for Sports & Entertainment owns the venue relationship from go-live through renewal. Your accounts are stadiums, arenas, and event centers — high-volume, high-visibility, and unforgiving when something goes wrong on game day. You know your accounts cold, monitor them on a cadence, and show up to every client conversation with data and a reason.
You understand the rhythm of a sports season. You know that a broken kiosk during a playoff game is not a support ticket — it’s a crisis. And you’re already watching before anyone has to call you.
What We Value:
- Impact: You will own significant responsibility and have total ownership over your work. We stay lean and efficient, so your work directly impacts the product we ship every day.
- Simplicity: Complexity is a waste of time here—we take pride in building things that just work.
- Hard Work: Forget the glamorous research papers. We prioritize the hard work it takes to achieve real-world clarity and accuracy. You will innovate relentlessly to push the boundaries of what’s possible in visual automation.
- Humility: No task is beneath you. Whether it's high-level architecture or grunt work to fix a bug, we check our egos at the door and get real work done.
- Ruthless Prioritization: If everything is on fire, nothing is. You will be expected to prioritize ruthlessly, cutting through distractions to focus on the most impactful product improvements.
- Customer Innovation: We are customer-centric, not customer-pleasing. You won’t bend to every client demand; you will let innovation drive the product forward to solve the real problems our users face.
- Efficiency: Meetings suck. We keep them short and only use them for alignment, giving you your time back to focus on real work.
What you'll own
- 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
Minimum Qualifications
- 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%
Preferred Qualifications
- 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
What We Offer
- An opportunity to work on a small, multidisciplinary team with the potential to break new ground in many different industries
- Excellent health, dental and vision insurance for you and your dependents
- 401k plan
- Flexible PTO policy
- Competitive salary in a small, rapidly scaling company
Mashgin is proud to be an equal opportunity employer. Individuals seeking employment at Mashgin are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.
Notice on fraudulent jobs
We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by bad actors, claiming to represent Mashgin. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for "start up costs" or "equipment"), or seek to collect sensitive personal or banking information from job seekers. These job postings and offers are not authorized by Mashgin, and Mashgin is not responsible for fraudulent offers or requests for personal information or payments. Mashgin will never ask for any financial commitment or contribution from a candidate at any stage of the recruitment process. Candidates who have questions about the validity of Mashgin job postings or offers should consult the job postings on our mashgin.com career site. If you think you've been scammed, please reference this site for more information.
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