Head of Product Success (North America, GTM)

We're hiring a Head of Product Success (North America) to define what our Product Success function looks like at Teamworks going forward and build the operating model to prove it out at scale. Reporting to Mark Morris, SVP and GM for North America, this newly created role is designed to evolve Product Success from a service delivery function into a strategic growth engine for the business. You'll lead a team of 5–7 leaders within a broader Product Success organization of 80+ people across North America.

Responsibilities

Define and own the strategic standard for what it means to be a Product Success Manager at Teamworks today - including the competencies, career path, and performance bar for the function; Own customer onboarding and value delivery, delivering delight, ensuring the team has the tools and know-how to train customers and help them extract value quickly and consistently throughout their customer journey; Own product health/pulse strategy end-to-end, building the framework, ownership model, and cadence so account health is visible, and current across every product, without needing to be chased; Own product usage analytics strategy, consolidating usage data across our full portfolio into a single source of truth that informs retention, expansion, and executive-level forecasting; Own Net New ARR/GRR outcomes for North America Sport, partnering closely with CS and Sales leaders across Collegiate, Pro, and Enterprise markets so renewal risk and expansion opportunity are surfaced proactively and reflected in forecast conversations with leadership; Build the talent bench for the function - coaching PSMs into future leaders and instilling a data-driven, accountable operating culture that can scale as the org continues to grow through acquisition; Serve as the Product Success voice in cross-functional planning with Product and Product Marketing, ensuring the team, and the broader org, is positioned ahead of every feature rollout and enhancement, not reacting to it

Requirements

10+ years in a SaaS GTM leadership capacity; 5+ years leading a post-sale customer success function with direct accountability for retention and expansion revenue outcomes (Net New ARR/GRR); Experience operating at scale within a $100M+ revenue organization, including exposure to executive-level reporting and forecasting; A genuinely data-driven track record of building or maturing a data-driven operating model for account health and team performance - not just using one someone else built; Demonstrated ability to influence peer executives and align cross-functional priorities without direct authority; Comfort operating in a remote-first leadership role with monthly travel

Nice to have

You've built and scaled a product health/pulse process from the ground up, including the executive reporting layer on top of it; You've partnered directly with Product and Product Marketing at the leadership level on rollout readiness and adoption; You bring genuine revenue ownership - quota, upsell, or cross-sell accountability - not just a supporting role in expansion motion; You've developed an inherent understanding of the sports market from current or past experience