Requirements and responsibilities
About MashginMashgin powers the world's best checkout experience for over 40 million users. Customers just place their items on our kiosks and our AI rings up their entire order in less than a second. With Mashgin, lines are now optional.Mashgin's technology powers over 1 billion transactions at your favorite locations, including over half of all US professional sports teams, 4,000 convenience stores, major airports, universities, and more.We’re not just building cutting-edge AI—we’re creating real-world impact and unforgettable experiences. Backed by a well-funded Series B, we’re also one of the rare AI startups that’s already profitable.Our secret? A culture of extreme ownership, autonomy, and customer obsession. At Mashgin, we are building something extraordinary by challenging conventional wisdom. We’ve thrown out the old rules to focus on what truly matters: creating a kickass product that makes people say, 'Wow'. We don’t care about short-term wins; we build systems that stand the test of time. If you thrive in a culture of excellence without compromise and want to see your work have an immediate, remarkable impact, you’re in the right place.Position SummaryThe Customer Success Manager for Sports & Entertainment owns the venue relationship from go-live through renewal. Your accounts are stadiums, arenas, and event centers — high-volume, high-visibility, and unforgiving when something goes wrong on game day. You know your accounts cold, monitor them on a cadence, and show up to every client conversation with data and a reason.You understand the rhythm of a sports season. You know that a broken kiosk during a playoff game is not a support ticket — it’s a crisis. And you’re already watching before anyone has to call you.What We Value:Impact: You will own significant responsibility and have total ownership over your work. We stay lean and efficient, so your work directly impacts the product we ship every day.Simplicity: Complexity is a waste of time here—we take pride in building things that just work.Hard Work: Forget the glamorous research papers. We prioritize the hard work it takes to achieve real-world clarity and accuracy. You will innovate relentlessly to push the boundaries of what’s possible in visual automation.Humility: No task is beneath you. Whether it's high-level architecture or grunt work to fix a bug, we check our egos at the door and get real work done.Ruthless Prioritization: If everything is on fire, nothing is. You will be expected to prioritize ruthlessly, cutting through distractions to focus on the most impactful product improvements.Customer Innovation: We are customer-centric, not customer-pleasing. You won’t bend to every client demand; you will let innovation drive the product forward to solve the real problems our users face.Efficiency: Meetings suck. We keep them short and only use them for alignment, giving you your time back to focus on real work.What you'll ownVenue-level relationships at stadiums, arenas, and event centers post go-liveA structured 60–90 day hypercare window for every new site after deploymentProactive monitoring of account health, kiosk uptime, transaction volume, and renewal windows across your bookEvent-day readiness — you know what’s happening at your venues before, during, and after high-traffic eventsRenewal forecasting and churn risk identification in partnership with Finance and SalesEscalation ownership for critical issues, especially during live events, end-to-endAccount documentation kept current enough that anyone inside Mashgin can get up to speed without asking youData and narrative support for Sales-led QBRs — you build the story, Sales delivers itMinimum Qualifications5+ years in Customer Success, account management, or a post-sale relationship roleExperience managing accounts in a hardware or SaaS environmentAbility to translate operational data into clear business narrativesProactive by default — you flag risk early and come with a recommended path forwardStrong documentation habits — your accounts live in the system, not in your headComfortable working cross-functionally across Sales, Finance, Operations, and EngineeringComfortable with travel, up to 50%Preferred QualificationsExperience working with sports or entertainment venues in a technology, operations, or service capacityFamiliarity with venue POS systems, concessions technology, or food service operations in a live event environmentExperience working with foodservice operatorsWhat We OfferAn opportunity to work on a small, multidisciplinary team with the potential to break new ground in many different industriesExcellent health, dental and vision insurance for you and your dependents401k planFlexible PTO policyCompetitive salary in a small, rapidly scaling company$95,000 - $130,000 a year
Optionally, you can add more information later (benefits, pre-screening questions, etc.)