Director, Customer Success - Sports at GumGum

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Sports teams sell hundreds of millions of dollars in sponsorships every year, with brands investing upwards of tens of millions across the globe. In a world driven by analytics, there is more scrutiny than ever as to where every dollar is spent and what represents a good return-on-investment.

GumGum Sports is an AI-powered Sponsorship Measurement Platform (SMP) that analyzes the earned media value that brands generate from their sponsorships across broadcast TV, social media and streaming platforms. Leveraging computer vision technology, we provide the most comprehensive, automated, and accurate measurement software to value sponsorships. Sports teams can provide a 360º view of how their sponsors get value across every digital medium, and sponsors can measure who drives their highest return on investment.
The Director of Customer Success is responsible for developing strategies and practices that will enable our customers to understand the possibilities of the GumGum Sports platform and how to leverage it to maximize their return on investment of sponsorship investments.  As the leader of the Customer Success department, you will elevate a group of Account Managers in developing the onboarding and training practices to ensure that clients successfully launch and ultimately leverage their sponsorship valuation data. 

This position will lead the engagement, success, retention and growth of GumGum Sports’ customers. You and your team will be the voice of the customer while connecting with every function in the organization. You will understand the realities of our customer’s business and innovate on the best way for GumGum Sports to become an integral and impactful part of our clients’  businesses.

Traditionally you will manage a geographically dispersed team based in our Santa Monica, New York, Chicago and London offices. Currently, the team is working remotely from home, as is consistent across GumGum. 

Responsibilities

Team Leadership & Management

  • Develop and lead a team of passionate product enthusiasts, trusted advisors, and customer advocates
  • Attract, develop, and retain top talent
  • Create and maintain a continuous training program, both for new hires and ongoing professional development, for every member of the team

Customer Loyalty Development

  • Ensure that Account Managers understand our customers' objectives in leveraging the GumGum Sports product and, are identifying and partnering with ‘customer champions’ to ensure a successful integration throughout the organization
  • Identify and develop proactive solutions for increasing user adoption
  • Ensure the Customer Success team evangelizes product improvements to customers through proactive outreach, webinars and other promotional strategies

Customer Care, Growth & Retention

  • Serve as the point of escalation for any complex or intricate customer issues or troubleshooting
  • Manage customer escalations from your direct reports, and follow a methodical escalation process to executive management
  • Define and optimize the life cycle for our customers including processes and touchpoints from implementation to renewal

Voice of the Customer Across GumGum Sports

  • Monitor and report on the progress and ‘health’ of all customers across the organization
  • Partner and collaborate with Sales leadership to develop an account engagement strategy that harmonizes the Customer Success team’s focus on account health, with the focus of the sales team on increasing account revenue
  • Synthesize customer feedback and identify key opportunities based upon Enterprise needs to influence product strategy and direction
  • Collaborate effectively with cross-functional partners (Product, Marketing, Engineering, Operations) to drive success for our Customers and GumGum Sports

Metrics & Reporting

  • Analyze and understand customer churn and work to implement solutions to remedy
  • Deliver regional targets and key metrics through operational excellence

Education

  • Bachelor's Degree or equivalent experience required

Experience

  • 7+ years of experience in Customer Success or related roles including 5+ years in customer facing leadership roles ideally within a B2B SAAS organization.  Demonstrated achievement in leading and managing SAAS customer success and/or account management teams and customer relationships 
  • Experience developing and driving customer success and account management practices, processes and structures that deliver on business outcomes across a global organization
  • It is a plus if you have developed relationships with key Sports industry decision makers 

Skills

  • Thrive in a customer setting, actively seeking out opportunities to network and connect with customers 
  • Proactive, with ability to self-direct through multiple concurrent projects
  • High sense of urgency, driven with ability to understand and prioritize initiatives
  • Ability to build trust quickly, navigate difficult conversations comfortably, and maintain strong customer relationships
  • Strong verbal, interpersonal and written communication skills; comfortable presenting to executive teams and key stakeholders.
  • Leadership skills and the ability to provide daily coaching and feedback to direct reports
  • A proven track record of aligning team members, processes, and systems to drive customer loyalty
  • A focus on outcomes with the strong ability  to drive team goals to align with company goals
  • Experience implementing and using a Customer Success software tool a plus

Personal Attributes

  • Ability to act as an evangelist for the product in market, capturing the hearts and minds of influential decision makers 
  • A passion to solve market problems using technology
  • Ability to collaborate and communicate effectively
  • Comfortable with ambiguity and being agile in order to change direction as priorities move rapidly
  • Ability to catch the vision and direction of the product and pragmatically execute to deliver results
  • Integrity and emotional intelligence: will need to create relationships with and influence a wide range of internal teams, always acting with the best interest of the company in mind, and handling sensitive/confidential information
  • High EQ and excellent interpersonal skills

Benefits & Perks

  • Competitive health, vision and dental benefits
  • Healthcare and dependent care FSA
  • Stock incentive program 
  • Paid parental leave
  • Discounted Pet Health Program
  • Flexible time off and work schedule
  • Commuter perks
  • Stocked kitchen 
  • Dog-friendly HQ office - we love our fur babies!
  • Incredible work/life balance with a collaborative and friendly work space
  • GumGum Gives Back volunteering opportunities

Career & Development Focus 

  • Ongoing learning and development for education opportunities such as webinars, books, classes, relevant conferences and events
  • Opportunities to pursue business related side projects and yearly Hackathon
  • Highly encouraged to contribute to open source software, including our own open source software
  • Environment of learning from peers, including meetups, presentations and blog posts
  • Opportunity to work with cutting edge technology
  • Life Skills sessions - geared towards the whole life/ health / person
  • Leadership Bites Dinner Series - connecting current and future GumGum leaders over great food and meaningful conversation
  • Women of GumGum - a community of women across our global organization aimed at empowering one another

*Please note that we are not currently accepting candidates from recruiting agencies or 3rd parties.* 

____________________________________________________________

WE INVITE YOU TO LEARN MORE ABOUT GUMGUM!

Our Values…

Be Thoughtful 

We listen to understand different perspectives, show everyone respect, and relentlessly seek solutions for our clients (internal and external).

Have Agility

We are quick, nimble, and change direction gracefully, while maintaining control.

Show Grit

We bring energy and perseverance to everything we do.


Our Team… 

At GumGum, we innovate. Our two divisions, Advertising and Sports, are powered by expansive, sophisticated AI-driven marketing and analytics solutions. Our vision is clear: We want to use our proprietary technology to solve the hard problems across the media industry. As a company, we celebrate kindness, resilience, the courage to think outside the box and the importance of having fun. All of our internal operations and decisions are undertaken with complete transparency, with a highly accessible executive, leadership team. For GumGummers, we believe in providing all the necessary tools, resources and guidance needed for them to excel. And, they do excel. 


Our Tech…

GumGum is constantly evolving to be at the forefront of computer vision and machine learning advancements. With nearly 10 years experience, we use our proprietary image recognition technology to deliver highly engaging, contextually relevant ad experiences across premium publishers all over the world. 


Our Products & Services…

Our Advertising business serves contextual marketing messages in line with content users are actively engaged with. 

Our Sports business helps marketers and rights holders understand the full media value of their sponsorship investments across broadcast and social media. And we deliver on brand safety by leveraging our AI to detect unsafe text and imagery, allowing us to deliver ads in brand safe, contextually relevant environments.


Our Hackathons…

What’s a Hackathon? We’re glad you asked. Our employees split into teams and spend 48 hours ‘hacking’ together before presenting their ideas to our executive team. It’s a chance for anyone within our company to showcase the visions they want to bring to fruition.


Our Culture…

GumGum recently earned LA’s Best Places to Work Award 2020 and Inc. Magazine’s Best Places to work in 2020, and it’s no surprise why. With company-sponsored social hours, annual holiday celebrations and on-site gatherings, GumGummers enjoy a fun, creative and collaborative workplace. We provide ourselves on our strong track record of giving employees the autonomy and support they need to succeed.  

Oh, and doggies…

We love our dogs so much, we even have an Instagram dedicated to them! Follow us: @dogsofgumgum

In Addition...

About GumGum

Careers at GumGum

GumGum Women in Tech Panel - Living a Balanced Life

Women of GumGum Around the World

Innovators in Esports Content

Sponsorship Targeting with Visual Intelligence

GumGum Sports - Sizzle Reel - 2019 (EMEA)

GumGum - LinkedIn 

GumGum Advertising

GumGum Sports

Forbes


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • CaffeFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • MySQLDatabases
    • LookerDatabases
    • Google AnalyticsAnalytics
    • HotijarAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • Figma Blender Cinema 4DDesign
    • After EffectsDesign
    • SketchDesign
    • Tumult HypeDesign
    • Adobe XDDesign
    • FigmaDesign
    • BlenderDesign
    • Cinema 4DDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
    • SplashCRM
    • CerosCRM
    • MarketoLead Gen
    • PardotLead Gen

Location

Our company is in a trendy area with plenty of bars and restaurants. Plus, the office is easy to get to with various train and bus stops near the area

An Insider's view of GumGum

What are some social events your company does?

The event of the year is our annual company-wide Hackathon. People across the entire organization, from technology to sales, come together for 3 days filled with innovation, collaboration, and incredible food! It's an awesome opportunity to work with people you don't normally interact with.

Lane Schechter

Product Manager

What projects are you most excited about?

I mostly get excited when I face a new challenge; whether it's solving a unique design problem, learning a new tool, or supporting other teams by bringing new solutions to the table. I also really enjoy working with my teammates as everyone has a unique set of skills and the collaborative effort really pays off when finalizing a product or campaign

Vanessa Sanoja

Director, Graphic Services

What makes someone successful on your team?

We empower our engineers to take ownership of their projects, and we give them the autonomy to choose how to solve problems, suggest improvements or changes, and explore new approaches. Taking this initiative, along with having a collaborative mindset to working with their teammates and helping them learn and grow, are traits that lead to success.

Michele Larson

Director of Engineering, Advertising Apps

How do you make yourself accessible to the rest of the team?

A team isn’t truly a team unless everyone involved is open to new ideas, approaches and feedback—including the leadership group. And I believe a successful company is when leadership clearly articulates their values to the employees with the hope that they share these values and beliefs. Keeping open dialogue throughout the company is essential.

Phil Schraeder

CEO

What's the biggest problem your team is solving?

Sponsorships are often a large part of a Sport Team’s revenue. Our team is developing machine learning models to help Teams and Sponsors measure the impact of their sponsorships by analyzing sponsorship exposures on social media and broadcast footage. Currently, we’re focused on automating the model training process using AutoML tools.

Matthew Greenberg

Computer Vision Scientist

What are GumGum Perks + Benefits

GumGum Benefits Overview

Benefits should work as hard as you do. We offer comprehensive employee benefits, so you’re ready for anything.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Over the years, we have pilot tested various unconscious bias training vendors and rolled out to wider teams . We will continue to provide more training in 2021.
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We launched " Stride" - our company council committee to share learnings, give updates and provide feedback to the company regarding initiatives and discussions around diversity, inclusion and equity.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
GumGum provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
GumGum offers a commuter subsidiary for employees who chose to opt out of their free parking pass.
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
We love our dogs in the office!
Recreational Clubs
We have various leagues from soccer, softball, and our newest addition - surfing!
Relocation Assistance
Fitness Subsidies
GumGum reimburses up to $50/month for any health and fitness activities.
Home Office Stipend for Remote Employees
GumGum offers $50/month home office stipend during Covid.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
GumGum offers a tuition contribution plan of at least $50/month via Goodly. Employees who have been with GumGum 4+ years can opt in for a contribution plan of $200/month.
Diversity Program
Lunch and learns
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Life Skills for Gummies is a program that was was launched by our PeopleOps team as a learning series focused around everyday life skills! Our CEO actually pitched this program as he wanted to offer courses to Gummers that help with everyday life (outside of the workplace). Topics range from money management to nutrition, meditation, buying a home, stocks & investments, urban gardening, etc. This program has seen extreme success and we are constantly surveying employees to offer classes that resonate with them!

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