Provider Success Manager

The Opportunity

UTR Sports is seeking a proactive, results-driven Provider Success Manager to manage and grow relationships with existing providers, clubs, and academies across the East Region worldwide. As the Provider Success Manager, you will be responsible for ensuring client satisfaction, retention, and the expansion of UTR Sports' presence by helping partners grow their events and maximize their use of UTR Sports' platforms.

This role will be key in driving individual revenue targets, renewals, and overall client success within your region.

You will collaborate closely with the East Regional Manager and the International Director, and other key stakeholders to support their goals, ensuring that UTR Sports' innovative solutions, including the UTR rating systems for tennis and pickleball, provide ongoing value and drive success for their organizations. This role reports directly to the East Regional Manager. 

What We Are Looking For

We are seeking an energetic bilingual (English and Chinese) and relationship-focused professional based in Australia who excels in managing and nurturing client relationships. The ideal candidate will have experience in account management, customer success, or provider services and a proven track record of hitting revenue and retention goals.

You will be expected to work with a portfolio of clients to support their growth and success, while also achieving individual revenue and renewal KPIs.

Key Responsibilities:

Client Relationship Management

• Manage and grow the relationship with Tennis Australia in the clubs and academies space.
• Manage and grow relationships with a defined set of providers, clubs, and academies within your assigned region.
• Serve as the primary point of contact for clients, ensuring they are maximizing the value of UTR Sports' platforms and tools.
• Drive client engagement by helping providers grow their events, improve operations, and achieve their own success metrics.
• Foster long-term partnerships through excellent communication, proactive support, and ongoing client education.

Growth & Revenue Generation

• Achieve individual revenue targets by ensuring account renewals and identifying opportunities for growth through upsells and cross-sells.
• Develop strategies to expand business within existing accounts, focusing on growing participation in UTR Sports-supported events.
• Ensure the successful execution of event strategies and promotions in collaboration with your clients to boost participation and revenue.
• Regularly assess client needs and provide tailored solutions that drive revenue growth.

Client Retention & Satisfaction

• Work closely with clients to ensure a high level of satisfaction and success using UTR Sports’ products.
• Track and monitor key performance indicators (KPIs) related to client satisfaction, retention, renewals, and account growth.
• Develop and implement plans to address any challenges or risks related to account retention.
• Continuously assess market trends, competitor activity, and consumer/player behaviors  to inform strategic decisions to prevent provider churn and ensure a positive player experience.
• Act as a trusted consultant to clients, offering guidance on optimizing their use of UTR Sports' tools to meet their goals.

KPI & Performance Management

• Consistently meet or exceed revenue and renewal targets, as well as other KPIs related to client satisfaction and account growth.
• Monitor and report on account health, renewal likelihood, and potential growth opportunities.
• Regularly communicate client feedback and insights to internal teams to ensure UTR Sports' products and services continue to meet client needs.

Collaboration & Process Improvement

• Collaborate with other UTR Sports teams, including sales, marketing, and customer success, to ensure clients receive a seamless and consistent experience.
• Identify areas for process improvement and contribute to the development of strategies that enhance efficiency and service quality.
• Utilize internal tools and CRM systems to manage client interactions, track progress, and provide reports on key client and account metrics.

First Year Specific Projects

• Strengthen the relationship with TA throughout the implementation of the colored ball, tennis time-based, and pickleball initiatives in clubs.
• Build and own the end-to-end customer journey, from AE handoff through full onboarding and long-term success, in close collaboration with regional leadership and international stakeholders.
• Redesign and streamline the onboarding experience to improve efficiency, consistency, and time-to-value for new providers.
• Optimize the current role and operational processes by automating HubSpot workflows, implementing scalable email sequences, and developing self-serve resources such as video tutorials and documentation, leveraging AI where appropriate
• Launch and manage a recurring series of weekly training webinars designed to help providers become best-in-class tennis and pickleball event organizers within their local markets.
• Develop and share quarterly data-driven insights and case studies from successful events to strengthen client engagement and reinforce best practices.
• Launch and own strategic initiatives (own-and-operated events) to expand UTR’s international footprint and long-term impact, with a primary focus on the high-performance junior pathway to college and professional tennis.
• In collaboration with the East Regional Manager, research the top tennis federations in the East region and develop strategies to onboard them with UTR.

Experience & Qualifications

• 2+ years of experience in account management, customer success, or provider services, preferably within the sports or technology industries.
• Proven ability to manage a portfolio of clients, driving satisfaction, retention, and revenue growth.
• Strong understanding of client success metrics, including retention, renewal rates, and account expansion.
• Excellent interpersonal and communication skills, with the ability to build strong relationships with a wide range of stakeholders.
• Results-oriented and highly motivated, with a track record of meeting or exceeding revenue targets.
• Proficiency in CRM systems (preferred: HubSpot) and customer success tools, with a strong focus on data-driven decision-making.
• Advanced proficiency in Google Sheets / Excel, with the ability to build reports and dashboards from scratch using large datasets.
• Fluency in English
• Fluency in Chinese is a nice to have, not requirement (written and spoken).
• Knowledge of the sports industry, particularly tennis or pickleball, is a plus.
• Ability to travel occasionally within your assigned region to meet with clients and attend events.
• Residing in Australia
• Experience with organized tennis
• Experience with UTR tools and technologies, including the UTR TMS, and hands-on involvement in running tennis or pickleball events is a strong plus

• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home

Compensation:

A competitive base salary range of $45,000 - $50,000 (plus bonuses), with the final offer contingent on various factors, including experience, skills, and organizational needs. Please note that this range has not been adjusted for geographic location differentials.

We are an equal opportunity employer and we value diversity. We are committed to an inclusive environment. All candidates will be considered on the basis of qualifications, merit and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.