Client Success Manager

Fortress US is seeking a Client Success Manager to join its Client Success Team, reporting directly to the Senior Director of Client Strategy. The Client Success Manager will be assigned a portfolio of select clients across North America and serve as their primary point of contact at Fortress US.

The Client Success Manager is responsible for managing the day-to-day client relationship while delivering a high level of service throughout the client lifecycle. Key responsibilities include end-to-end communication regarding client projects and requests, oversight of the overall service experience, conducting business strategy and goal setting sessions, ensuring contracted services are delivered, and actively monitoring project progress. The Client Success Manager will conduct virtual meetings with each client on a weekly or bi-weekly basis, in addition to annual on-site meetings focused on business strategy, performance, and future client goals.

This role requires a strong sense of ownership and accountability for assigned clients, projects, and requests. The Client Success Manager will be responsible for managing requests while maintaining excellent communication with both internal teams and external stakeholders. Identifying potential roadblocks, escalating issues appropriately, and ensuring all parties remain informed throughout requests are critical to the success of this role. The Client Success Manager will work closely with internal development teams to maintain project momentum, manage priorities, and ensure client expectations and deadlines are consistently met.

Strong documentation and record-keeping are essential to this role. The Client Success Manager will be responsible for accurately documenting client communications, project requirements, requests, decisions, and next steps to ensure information is clear and accessible across internal teams. Project requests should provide sufficient detail and context for stakeholders to easily understand the scope, requirements, priorities, and current status of each initiative. The Client Success Manager is also expected to maintain thorough, organized records and provide timely updates as projects, requests, and client needs evolve.

Client education and ongoing product training are also key components of this role. The Client Success Manager will be responsible for ensuring assigned clients have a strong understanding of Fortress US products, services, and functionality and are equipped to use them effectively. As products and features are updates or evolve, the Client Success Manager will proactively communicate relevant changes, provide additional training and education as needed, and help clients understand how new or enhanced functionality can support their business objectives.

The ideal candidate for this job is a natural problem-solver with a proven ability of being able to develop and maintain strong, professional client relationships. Successful candidates will demonstrate a positive and professional attitude and be a team player, while exhibiting integrity, reliability, and commitment to exceptional service. The role requires a strong sense of urgency and the ability to effectively manage multiple priorities at once in a fast-paced environment.

This is an excellent opportunity for a highly motivated, proactive self-starter to join a fast-paced and rapidly growing sports technology company!

This position will be based in our Orlando, Florida office. If you do not already reside in the Orlando area, you must be willing to relocate. Travel up to 25% of the time will be expected.

For the first 90 days, this role will be required to work fully onsite for onboarding and training. After the initial 90-day period, the role will transition to a hybrid work schedule..

About Fortress US

Fortress US is part of the global Fortress group that provides fan engagement technology to more than 160 sports teams, leagues, properties and entertainment venues across the world. We provide technology that facilitates access control, loyalty program administration and mobile payments.

We are a dynamic and nimble company with a family vibe. While we work hard, we also get the opportunity to be part of and attend lots of cool sports and entertainment events.

We also offer competitive benefits including:

- Health Insurance with complimentary employee-only coverage options and generous contributions toward dependent coverage

- Dental Insurance

- Vision Insurance

- Employer-paid Life Insurance, AD&D and LTD coverage

- 401(k) with a generous match

- Generous PTO

- Paid family and medical leave

Essential Duties and Responsibilities of the Job*

• Serve as the primary day-to-day contact for an assigned portfolio of Fortress US clients across North America
• Manage client relationships throughout the full service lifecycle, ensuring a consistent, responsive, and professional client experience
• Manage client projects, requests, and issues from initial submission through completion
• Partner closely with internal development teams to communicate client needs, establish priorities, track progress, and ensure client expectations and deadlines are met
• Lead weekly or bi-weekly client meetings to review active projects, outstanding requests, service updates, and upcoming initiatives
• Maintain comprehensive documentation of client communications, project requirements, action items, and status updates to provide internal teams with clear understanding of scope and expectations
• Ensure contracted products and services are being delivered effectively and identify opportunities to address service gaps or evolving client needs
• Maintain a strong understanding of assigned client businesses, objectives, and use of Fortress US products and services to support long-term client success
• Represent Fortress US professionally during client meetings, presentations, strategic discussions, and other client-facing engagements

· Occasional evening or weekend work may be necessary

• Perform other duties and responsibilities as assigned to support the Client Success team and the broader business objectives

*In addition to what is described above, the Client Success Manager may be assigned other duties and responsibilities.

Qualifications

• A bachelor’s degree in a communications or business management-related subject
• 3+ years of experience in client success, account management, project management, customer success, or a related client-facing role
• Excellent verbal communication, presentation, and public speaking skills with demonstrated confidence leading meetings, business reviews, and strategic discussions both internally and with external stakeholders
• Proven ability to build, maintain, and strengthen professional client relationships
• Excellent written communication and documentation skills
• Provide ongoing client education and product training to ensure clients understand and effectively utilize Fortress US products and services
• Strong organizational and project management skills with demonstrated ability to manage multiple clients, projects, and deadlines simultaneously
• Detail-oriented with the ability to maintain accuracy while working in a fast-paced, deadline driven environment
• Ability to prioritize competing requests and respond to client needs with an appropriate sense of urgency
• Professional, dependable, and solutions-oriented approach to client service
• Ability to travel periodically for annual client meetings, strategy sessions, and other company or client needs
• Experience within sports, live events, or a related industry is preferred but not required
• CRM experience is preferred but not required (i.e., SalesForce, Microsoft Dynamics, and Hub Spot, etc.)

Physical Requirements

• Frequent communication both verbal and written, using computers, devices, and phones.
• Regular interaction with staff, management, clients, external consultants, and similar stakeholders.
• Frequent standing, sitting, and moving within the workplace.
• Use vision and hearing to identify, observe, and assess.
• Heavy daily use of personal computer and phones to complete essential job functions.
• May drive a vehicle if needed.
• Occasionally lifts and moves material or objects weighing less than 20 lbs.

Fortress US, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.