Head of Product Success (North America, GTM)

Description

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. Our Product Success org has grown faster than any team in the company, largely through acquisition, and the mandate for this function is meaningfully more complex than even a couple years ago. We've shifted from an implementation-heavy function to one built around retention, renewal, and expansion revenue.

At Teamworks, Product Success owns the implementation, servicing, renewal, and growth of each product within an organization we serve, while Customer Success owns that organization’s account-level relationship across all of its products. Given the breadth of our suite (20+ products) in North America, our GTM model runs both functions as partners, each under its own leadership, working together to serve the customer and drive revenue.

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, reporting to senior GTM leadership and partnering closely with Product, Customer Success, and Sales. You’ll have significant latitude to define the strategy, build the operating model, and establish the capabilities, metrics, and commercial motions needed to drive measurable business impact, including accelerated adoption, NPS, cross-sell, and expansion. You’ll also play a critical role in developing the next generation of leaders within the part of our business experiencing the greatest pace of change and customer exposure.

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

• What You Must Bring
• 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
• Even Better If
• 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
• Why This Role
• This is a chance to build the modern Product Success function at the fastest-growing company in sports technology - with the executive visibility and latitude to shape strategy.. You'll lead a large, hands-on, customer-facing team through a period of real growth and consolidation, with direct influence on retention and expansion outcomes and on how Teamworks serves the professional, collegiate, and Olympic organizations that depend on our platform.
• This role is not eligible for sponsorship at this time.
• Please submit your application through this posting only. We're unable to review applications or resumes sent via email, LinkedIn, or other channels.
• About Teamworks
• We're the Operating System for Sports, powering 7,000+ organizations worldwide, from collegiate programs to every major pro league. Founded in 2006, we've evolved from a messaging tool for college football into the leading sports tech platform, with 600+ global teammates building the future of sports tech. Our solutions span Personnel, Coaching, Performance, Operations, and Intelligence - helping teams recruit smarter, train better, stay compliant, and win.