Overview
Customer Success & Solutions Manager Jobs in New York City Metropolitan Area at FanIQ
Title: Customer Success & Solutions Manager
Company: FanIQ
Location: New York City Metropolitan Area
About FanIQ
FanIQ is transforming paid social advertising for sports, live entertainment, venues, festivals, attractions, and premium experiences.
Our AI-powered platform, FanIQ One, combines campaign planning, audience intelligence, creative playbooks, campaign execution, optimization, and revenue reporting into one solution that helps organizations launch better campaigns faster while measuring real business outcomes.
Today, more than 100 sports teams, venues, festivals, and live entertainment organizations use FanIQ to power their paid social advertising. Through partnerships with 10+ leading ticketing platforms, FanIQ connects paid media directly with ticketing, CRM, and marketing workflows, giving customers a seamless way to launch campaigns, measure revenue, and optimize performance.
Position Overview
The Customer Success & Solutions Manager is the bridge between customers, Product, and Sales. You’ll help prospects understand how FanIQ One fits into their organization, lead successful implementations, drive customer adoption, and ensure customers realize measurable value from the platform.
You’ll also play an important role in shaping the product by bringing customer feedback directly to our Product and Engineering teams.
Company is based in New York, but remote work if OK. 20% travel for in-person partner and prospect meetings.
Compensation opportunity is $100k+, along with equity participation.
ResponsibilitiesCustomer Success & Onboarding
- Lead customer onboarding from kickoff through successful launch.
- Configure customer accounts, users, and integrations.
- Train customers on FanIQ One workflows, playbooks, and best practices.
- Conduct regular business reviews focused on adoption, performance, and ROI.
- Drive adoption of new platform features and AI capabilities.
- Identify expansion opportunities across additional venues, teams, properties, and business lines.
- Build long-term customer relationships that drive retention and advocacy.
Sales Partnership & Solutions Consulting
- Partner with Account Executives throughout the sales process on strategic opportunities.
- Participate in discovery meetings and product demonstrations.
- Answer product, implementation, integration, and workflow questions.
- Develop customized onboarding and 90-day success plans.
- Support pilot programs and proof-of-concept deployments.
- Help remove implementation concerns that may delay purchasing decisions.
- Ensure a seamless transition from signed agreement through onboarding.
Product Partnership
- Serve as the voice of the customer for Product and Engineering.
- Gather and prioritize customer feedback and feature requests.
- Test new product features before release.
- Help improve onboarding, usability, documentation, and customer education.
- Contribute ideas that improve adoption and customer outcomes.
QualificationsRequired
- 3–7 years of experience in Customer Success, Solutions Consulting, SaaS Implementation, Account Management, or a similar customer-facing role.
- Experience onboarding and supporting SaaS customers.
- Excellent communication, presentation, and project management skills.
- Strong problem-solving abilities and a customer-first mindset.
- Comfortable working in a fast-paced startup environment.
Preferred
- Experience in sports, live entertainment, ticketing, venues, festivals, or digital marketing.
- Familiarity with paid social platforms including Meta, TikTok, Google, LinkedIn, or Snapchat.
- Experience supporting software sales and marketing technology integrations.
What Success Looks Like
During your first year, you will:
- Successfully onboard new customers and reduce time-to-value.
- Increase customer adoption across FanIQ One.
- Become a trusted advisor to customers and the Sales team.
- Improve customer retention and expansion.
- Help increase sales conversion through product expertise.
- Build scalable onboarding and training programs.
- Deliver customer insights that shape the FanIQ One roadmap.
Key Performance Indicators
- Customer onboarding completion
- Time to first campaign launch
- Time-to-value
- Platform adoption and feature utilization
- Customer retention and expansion revenue
- Sales conversion on supported opportunities
- Pilot-to-paid conversion rate
- Customer satisfaction
- Product feedback incorporated into the roadmap
Why Join FanIQ?
You’ll join an early-stage, high-growth company helping redefine how sports and live entertainment organizations use AI to drive measurable revenue.
This is a unique opportunity to work across Customer Success, Product, and Sales while partnering with many of the most innovative teams, venues, promoters, and festivals in the industry. Your work will directly influence customer success, product direction, and the future growth of FanIQ One.
