TECHNICAL CUSTOMER SUCCESS MANAGER

ABOUT THIS ROLE

Before the lights go out… before the big move is called... before the race is won…

There’s data. 
There’s technology. 
There's trust.

As a Technical Customer Success Manager at PACETEQ, you'll be the strategic partner to the world's most demanding teams, leagues, and rights holders - ensuring they don't just use our software, but master it, depend on it, and win with it. 

You'll own the full customer lifecycle from onboarding to renewal, running Quarterly Business Reviews (QBRs), driving product adoption, orchestrating complex technical rollouts, and turning insights from the field, track, and pitch into product evolution. 

This isn't a support role. This is customer success at the sharp end - where every configuration counts, every training session matters, and every renewal reflects the value you've delivered. 

You're joining at a pivotal moment: as AI breaks into every level of sport and redefines the competitive edge. Your work will directly influence how teams perform, how decisions are made, and how organizations connect with their data. 

If you thrive on building deep technical relationships, love translating customer goals into measurable outcomes, and want to work with the best teams across motorsport, cycling, athletics, and beyond - this is your role.

WHAT YOU’LL BE DOING

As the customer is at the center of everything we do, this role sits within the Commercial department and reports to the VP Commercial, while working in close collaboration with Customer Support, Product, Sales, and Engineering teams. 

• Own the Customer Journey - Lead end-to-end onboarding and implementation for new customers, designing tailored training programs and success plans with clear KPIs and measurable ROI targets. 
• Drive Product Adoption & Value Realization - Proactively monitor usage metrics, run regular health checks, and champion best practices to turn casual users into power users and advocates. 
• Lead Quarterly Business Reviews (QBRs) - Plan and facilitate strategic QBRs with technical and commercial stakeholders to demonstrate ROI, align on roadmap priorities, and identify expansion opportunities. 
• Orchestrate Complex Rollouts - Manage multi-phase deployments for large teams and organizations, acting as the technical quarterback during critical windows to ensure zero downtime and seamless integration. 
• Be the Voice of the Customer - Channel customer feedback and feature requests directly into the product roadmap, participating in design and testing to ensure we solve real problems for real teams. 
• Build Long-Term Partnerships - Own retention and renewals, nurture expansion opportunities, and serve as the trusted advisor to technical leaders and decision-makers.

WHAT YOU BRING

Technical Foundation 

• 7-10 years experience in Customer Success, Solutions Engineering, Technical Account Management, or Implementation Consulting - ideally in SaaS, B2B, or high-tech environments.
• Strong understanding of data platforms, APIs, cloud infrastructure, and integration workflows (you don't need to code, but you need to speak the language).
• Comfortable navigating complex technical environments and translating technical jargon into business outcomes.
• Customer Success Expertise - Proventrack recordof driving adoption, retention, and expansion in technical or enterprise B2B accounts, with experience running QBRs, success planning, onboarding, and acting on adoption metrics (usage dashboards, health scores, churn indicators, NPS).
• Relationship Builder - Exceptional communication and presentation skills with high EQ and a consultative mindset - you listen first, diagnose thoroughly, and build trusted relationships on-site at events, competitions, and customer HQs (travel required).
• Sports or High-Performance Environment Experience (preferred) - Background in professional sports, motorsport, or mission-critical technical operations is a big plus - you're calm under pressure and thrive in time-critical, high-stakes environments.
• Proactive & Strategic - High accountability and ownership with strong organizational skills, an adaptable mindset, and comfort with flexible hours and occasional weekend work during competition seasons and major events.

WHAT WE OFFER

At PACETEQ, performance starts with people. We reward talent, celebrate collaboration, and create space for you to do your best work while enjoying the journey.

Here’s what you can expect:

Professional & Personal Development

• On-track and on-site events for personal and professional growth (yes, you'll work at competitions and behind the scenes with elite teams).
• The chance to shape the future of professional sports software used by the world's best teams.
• Trainings, certifications & access to cutting-edge AI and data technologies.
• Career growth tracks in Customer Success Leadership, or Commercial Operations.

Work How You Perform Best

• Flexible working model: remote, hybrid, or on-site in Germany/UK
• No micromanagement – full trust, real accountability
• Setup support for your home office or remote gear

Mobility & Sustainability Benefits (Germany)

• We pay for your Deutschlandticket
• Subsidy for bike, e-scooter or leasing model
• Contributions to your bAV (betriebliche Altersvorsorge)

Wellbeing & Everyday Life

• Fruit, Snacks and drinks stocked weekly (Leinefelde-Worbis HQ / Germany)
• Subsidized Gym and fitness studio 

Culture & Connection

• Regular team events
• Fun, high-trust atmosphere where people stay curious, humble, and brave

Job Security & Respect

• We believe in long-term high performance, not hire & fire
• Join us with a secure, full-time, permanent contract
• A future-proof role in a growing international sports tech company

Compensation & Coverage

• Competitive salary based on experience
• 30 days paid vacation + bank holidays

READY TO JOIN THE FAST LANE? APPLY NOW.

We will ask you to:

• Complete the questionnaire
• Send us your CV
• Send us your Cover Letter

PACETEQ welcomes diverse backgrounds, viewpoints, and experiences.

We value potential over perfection. If the role inspires you, apply - even if you don’t tick every box.

www.paceteq.com