Director of Customer Success

About MOGL

MOGL is the

AI-powered NIL and athlete-influencer platform

that helps brands and agents reach their target audience with scaled and measurable athlete influencer campaigns. The platform automates

discovery, contracting, reporting, and analytics

.

We empower athletes to monetize their influence and help brands achieve ROI through authentic, data-driven collaborations at scale.

Backed by leading institutional investors and sports marketing executives, MOGL is changing the ways in which brands can leverage the influence of athletes to reach their target audiences while delivering AI-powered solutions with revolutionary speed, scale, and precision. 

The company’s work has been featured in Forbes, CNBC, ESPN, Sports Illustrated, AdAge, Business Insider, Digiday, Sportico, and The Sports Business Journal, among others. The company’s founders have been recognized as part of Forbes 30 under 30, Sports Business Journal 30 under 30, and were victorious at the 2022 SXSW Pitch competition. 

Role Overview

As

Director of Customer Success

, you will own the

end-to-end customer lifecycle

for brands and agents—from onboarding through adoption, expansion, renewal, and advocacy.

You’ll also oversee

athlete campaign fulfillment

, ensuring that recruited athletes provide exceptional quality deliverables with a high completion rate and drive campaign ROI. You’ll create and update Hubspot workflows to ensure as much of your CS playbook is automated as possible.   

This is a

hands-on leadership role

where you’ll work directly with athletes and brands to execute campaigns, build the foundation of a high-performing Customer Success division, operationalize customer health, create playbooks, and partner cross-functionally to deliver scalable, repeatable success in the athlete influencer marketing ecosystem. 

You will

manage

the Athlete Relations and Customer Support teams while executing your Customer Success function as a

Super-Individual Contributor (IC)

. 

Key Responsibilities

Customer Retention & Growth

• Expertly manage and maintain

Deliverable Completion Percentage (DCP)

targets

• Deliver on

Net Revenue Retention (NRR)

and

Paid Subscriber Retention (PSR)

targets.

• Accurately

forecast renewals and expansions

.

• Lead

QBRs

that tie measurable outcomes to ROI and identify upsell opportunities.

Customer Success Leadership

• Define what it means to be a

Customer Success Manager at MOGL

.

• Build an elite

onboarding experience

for brands and agents.

• Establish

weekly pipeline and health reviews

, along with a clear

escalation process

.

Lifecycle Operations

• Overhaul existing

customer health scoring system

that blends usage, spend, support, and sentiment based on best practices.

• Define

RAG (Red/Amber/Green)

actions and SLAs.

• Standardize

onboarding processes

with a

14-day time-to-first-value

target.

Campaign Success

• Partner with

Sales, Marketing, and Product

teams to scope campaigns, remove blockers, and ensure compliance.

• Drive

campaign fulfillment

and optimize for athlete deliverable completion while communicating regularly to the customer and meeting to discuss results and expansion

Automation & Tooling

• Leverage

ChatGPT

to make redundant tasks and followups more efficient

• Build workflows and automations in:
• HubSpot

(onboarding, renewals, risk alerts)

• Slack

(/remind workflows, escalation channels)

• Google Drive

(customer folders, ROI templates, QBR materials)

• Ensure all

NCAA Compliance

Rules and

FTC Regulations

are followed.

• Establish

Voice of Customer

program, capture and relay

insights

to Product and Data teams to shape roadmap decisions.

Reporting & Insights

• Take existing approach and

overhaul

it for best practices.

• Maintain

weekly dashboards

covering DCP, NRR, PSR,  activation, adoption, and churn.

• Track

SLA adherence

, campaign performance, and customer satisfaction.

• Present insights cross-functionally to improve retention and product alignment.

Qualifications

• 6–10+ years

of Customer Success or Account Management experience at a

B2B SaaS, advertising agency, marketplace, martech, or ad-tech

company.

• Proven success in managing influencer campaigns, ensuring

renewals and expansions

, and delivering ROI-positive client outcomes.

• Expertise building

CS playbooks

, health scoring, and lifecycle processes.

• Proficiency with

HubSpot, Slack automation, and Zapier

, plus basic BI tools (Sheets, Metabase, SQL a plus).

• Domain expertise

in influencer marketing, sports, or NIL strongly preferred.

• Exceptional

executive communication

and

project management

skills.

Preferred Experience (Nice-to-Haves)

• Experience in

creator or influencer marketplaces/agencies

, or

ad-tech ecosystems

.

• Built or scaled a

Customer Success org

from Series A–C.

• Experience automating a

CRM platform

.

• Background bridging

Customer Success

and

Solutions Architecture

.

Why Join MOGL

• Be part of the

category leader

in AI-powered influencer marketing innovation.

• Collaborate with an elite, fast-moving team driving

measurable ROI

for brands activating in the revolutionary “NIL” landscape - the fastest growing vertical in sports marketing.

• Work closely with athletes to help them

monetize their influence

and create meaningful opportunities and collaborate with leading brands throughout the country.

Compensation

You will be compensated with a competitive base salary, paid twice each month. Additionally, equity in the company will be awarded upon hire with a standard 4 year vesting schedule with one year cliff. Discretionary bonuses are also available at the conclusion of the company’s fiscal year. 

This job description is not intended to be all-inclusive, as this position will also perform other reasonably related business duties as assigned by immediate supervisor or other management as required.