Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Senior Director leading CRM and Ecosystem Operations for Fanatics. Driving lifecycle marketing and promotional operations across the Fanatics App and broader ecosystem.
Responsibilities
- Lead the strategy, systems, and execution engine that drives lifecycle marketing, promotional operations, and free-to-play engagement across the Fanatics App
- Own the operating model that powers communication with fans and translates live sports moments into daily engagement and revenue
- Lead a multi-disciplinary team spanning CRM, campaign operations, and game/content operations
- Define and lead lifecycle marketing strategy across email, push, in-app, and emerging channels
- Build scalable segmentation and personalization frameworks leveraging ecosystem data
- Drive activation, engagement, monetization, and retention programs
- Establish a robust testing and experimentation roadmap
- Improve retention curves and fan lifetime value
- Build and scale the end-to-end operating model for ecosystem campaigns
- Ensure flawless execution of promotions across Commerce, Betting, Loyalty, and Free-to-Play
- Oversee daily contest operations aligned to the sports calendar
- Work with teams to curate a centralized marketing and content calendar across the Ecosystem
Requirements
- 10 plus years in CRM, Lifecycle Marketing, Growth, or Marketing Operations
- 5 plus years leading high-performing teams
- Deep expertise in CRM platforms and multi-channel execution
- Strong analytical fluency (segmentation, experimentation, LTV analysis)
- Experience operating in high-velocity, live-content or sports environments preferred
- Track record of building scalable operating systems, not just campaigns
- Clear communicator comfortable influencing senior stakeholders
- Passion for sports, gaming, or fan-driven products is strongly preferred.
Benefits
- Medical
- Dental
- Vision
- 401K
- Paid time off
- GymPass
- Pet Insurance
- Family Care Benefits
- Free Shipt deliveries
- $700 home office setup allowance
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