Lucra Sports

Customer Success Manager

• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Drive renewals through demonstrated business value and measurable performance
• Identify and develop upsell and expansion pathways in partnership with Sales
• Build structured account growth plans tied to adoption and engagement performance
• Ensure contract success criteria are clearly defined, measured, and communicated
• Drive product adoption, activation, and sustained engagement
• Establish structured Business Reviews tied to measurable KPIs
• Create standardized intervention frameworks for underperforming accounts
• Act as the execution bridge between Marketing strategy and partner operations
• Define and implement customer health scoring frameworks
• Build scalable Customer Success processes by segment (strategic vs standard operators)

Director of Customer Success