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Director of Customer Success - Competitive

Lincoln, NE

At Hudl, we build great teams. We hire the best of the best to ensure you’re working with people you can constantly learn from. You’re trusted to get your work done your way while testing the limits of what’s possible and what’s next. We work hard to provide a culture where everyone feels supported, and our employees feel it—their votes helped us become one of Newsweek's Top 100 Global Most Loved Workplaces.  

We think of ourselves as the team behind the team, supporting the lifelong impact sports can have: the lessons in teamwork and dedication; the influence of inspiring coaches; and the opportunities to reach new heights. That’s why we help teams from all over the world see their game differently. Our products make it easier for coaches and athletes at any level to capture video, analyze data, share highlights and more.

Ready to join us?

Your Role

We are seeking a high-energy, strategically-minded, and empathetic Director of Customer Success to lead and scale our CS team focused on the High School, Fan and Youth Club segments. You’ll be responsible for defining, developing, and implementing our end-to-end Customer Success program. Your focus will be on providing the best customer experience possible, driving quantifiable value for our customers, and leading your teams to secure revenue retention and growth.

In this role, you’ll:

  • Own the retention strategy. You'll develop, optimize, and direct a world-class Customer Success Program focused on driving portfolio engagement, minimizing logo churn (Gross Revenue Retention), and finding opportunities for expansion (Net Revenue Retention).
  • Lead and scale the team. You’ll recruit, mentor, and lead a high-performing team of Customer Success Managers and their Leads/Managers, fostering a culture of empathy, accountability, and high performance.
  • Be the voice of the customer. You'll serve as the executive "voice of the customer" by collaborating with Product to influence the roadmap, with Sales and Support to ensure smooth handoffs, and with Marketing to identify advocacy opportunities.
  • Improve our processes. You’ll redefine, supervise, and ensure adoption of key processes, including the Sales-to-CSM-to-Support handoff, customer onboarding, and customer Quarterly Business Reviews (QBRs).

Our priority is to hire someone for this role who lives near our office in Lincoln or Omaha, Nebraska, or is open to relocating to either of these cities. We do ask our sales leadership to be in the office a majority of the week. 

Must-Haves

  • An experienced leader. You have 5+ years of progressive leadership experience in Customer Success, Account Management, or a related role within a SaaS or high-growth technology company, including 3+ years of leading and scaling teams of managers or individual contributors.
  • Commercially-minded. You have demonstrable business acumen and a proven track record of owning and achieving revenue targets, specifically Net Revenue Retention and Gross Revenue Retention.
  • Data-driven. You are highly skilled in interpreting product usage data, customer sentiment (like NPS and CSAT), and financial reporting to drive strategic action.
  • An influential communicator. You can seamlessly shift from troubleshooting an issue with an end-user to presenting a comprehensive retention forecast to senior leadership, with a proven ability to win trust, influence senior stakeholders, and drive organizational change.
  • Sports industry knowledge. You have a deep understanding of the high school or youth club sports industry landscape, perhaps as a former coach, athletic director, or sports tech professional.

Nice-to-Haves

  • Domain empathy. You can instantly understand the goals and constraints of end-users, like coaches or athletic directors, and speak credibly about their challenges.
  • Strategic & Commercial Acumen. You don't just solve problems; you design scalable processes that prevent them, and you view every customer relationship through a financial lens.
  • Change Leadership. Proven ability to drive internal organizational change and influence external customer behavior to maximize product adoption.

Our Role

  • Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
  • Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas. 
  • Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
  • Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech stack and hardware to do your best work.
  • Support your mental and physical health. We care about our employees’ wellbeing. Our Employee Assistance Program, employee resource groups and fitness partner Peerfit have you covered.
  • Cover your medical insurance. We have multiple plans to pick from to ensure you’ll have the coverage you (and your dependents) want, including vision, dental, fertility healthcare and family forming benefits.
  • Contribute to your 401(K). Yep, that’s free money. We’ll match up to 4% of your own contribution.

Compensation

The base salary range and on-target earnings (OTE) for this role are displayed below. Typically, the total compensation will fall within the middle of the OTE band.

Our compensation decisions are based on an individual's experience, skills and education in line with our internal pay equity practices.

Final compensation will depend on your performance against quotas outlined in your Individual Sales Plan (ISP) upon hire.

Base Salary Range

$120,000 - $150,000 USD

On-Target Earnings

$200,000 - $250,000 USD

Inclusion at Hudl 

Hudl is an equal opportunity employer. Through our actions, behaviors and attitude, we’ll create an environment where everyone, no matter their differences, feels like they belong. 

We offer resources to ensure our employees feel safe bringing their authentic selves to work, including employee resource groups and communities. But we recognize there’s ongoing work to be done, which is why we track our efforts and commitments in annual inclusion reports. 

We also know imposter syndrome is real and the confidence gap can get in the way of meeting spectacular candidates. Please don’t hesitate to apply—we’d love to hear from you.

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We'd like to know how well we're doing to ensure diversity, equity and inclusion in our recruitment processes. To help us reach this goal, we'd appreciate if you'd take our diversity questionnaire. Your voluntary choice to complete it will create a separate, confidential record of your name, where you learned about the role you applied for, and information about protected characteristics (UK: the Equity Act 2010).

This information will be automatically removed from your profile prior to reviewing your application. Your data is kept strictly confidential and won't be used as a part of the selection process. We'll only use it to measure our recruitment activity and to make reasonable adjustments for disabled employees.

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Hudl 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. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

The Regulation (EU) 2016/679 and the applicable national data processing regulations  (together, the “Applicable Legislation”) for candidates applying to the positions in the EU  give rights to individuals in respect of personal data held about them by others and as directed by the above Applicable Legislation Hudl provides you the following information:

  1. Hudl Privacy Policy can be found at https://www.hudl.com/privacy .
  2. Hudl and its affiliates act as data controllers in relation to the personal data Hudl collects in connection with its recruiting and hiring processes, as well as with data subprocessors engaged by Hudl to help manage those processes.  Hudl’s headquarters and its sub processes are located in the USA. If you are located outside of the USA, your personal data will be transferred to the USA once you submit it through our careers site.
  3. Diversity information is defined by the DPA as “sensitive”.  The information you give will be held on both manual and electronic systems by Hudl.
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