About MOGL
MOGL is the AI-powered NIL and athlete-influencer platform that helps brands and agents reach their target audience with scaled and measurable athlete influencer campaigns. The platform automates discovery, contracting, reporting, and analytics.
We empower athletes to monetize their influence and help brands achieve ROI through authentic, data-driven collaborations at scale.
Backed by leading institutional investors and sports marketing executives, MOGL is changing the ways in which brands can leverage the influence of athletes to reach their target audiences while delivering AI-powered solutions with revolutionary speed, scale, and precision.
The company’s work has been featured in Forbes, CNBC, ESPN, Sports Illustrated, AdAge, Business Insider, Digiday, Sportico, and The Sports Business Journal, among others. The company’s founders have been recognized as part of Forbes 30 under 30, Sports Business Journal 30 under 30, and were victorious at the 2022 SXSW Pitch competition.
Role Overview
As Director of Customer Success, you will own the end-to-end customer lifecycle for brands and agents—from onboarding through adoption, expansion, renewal, and advocacy.
You’ll also oversee athlete campaign fulfillment, ensuring that recruited athletes provide exceptional quality deliverables with a high completion rate and drive campaign ROI. You’ll create and update Hubspot workflows to ensure as much of your CS playbook is automated as possible.
This is a hands-on leadership role where you’ll work directly with athletes and brands to execute campaigns, build the foundation of a high-performing Customer Success division, operationalize customer health, create playbooks, and partner cross-functionally to deliver scalable, repeatable success in the athlete influencer marketing ecosystem.
You will manage the Athlete Relations and Customer Support teams while executing your Customer Success function as a Super-Individual Contributor (IC).
Key Responsibilities
Customer Retention & Growth- Expertly manage and maintain Deliverable Completion Percentage (DCP) targets
- Deliver on Net Revenue Retention (NRR) and Paid Subscriber Retention (PSR) targets.
- Accurately forecast renewals and expansions.
- Lead QBRs that tie measurable outcomes to ROI and identify upsell opportunities.
Customer Success Leadership- Define what it means to be a Customer Success Manager at MOGL.
- Build an elite onboarding experience for brands and agents.
- Establish weekly pipeline and health reviews, along with a clear escalation process.
Lifecycle Operations- Overhaul existing customer health scoring system that blends usage, spend, support, and sentiment based on best practices.
- Define RAG (Red/Amber/Green) actions and SLAs.
- Standardize onboarding processes with a 14-day time-to-first-value target.
Campaign Success- Partner with Sales, Marketing, and Product teams to scope campaigns, remove blockers, and ensure compliance.
- Drive campaign fulfillment and optimize for athlete deliverable completion while communicating regularly to the customer and meeting to discuss results and expansion
Automation & Tooling- Leverage ChatGPT to make redundant tasks and followups more efficient
- Build workflows and automations in:
- HubSpot (onboarding, renewals, risk alerts)
- Slack (/remind workflows, escalation channels)
- Google Drive (customer folders, ROI templates, QBR materials)
- Ensure all NCAA Compliance Rules and FTC Regulations are followed.
- Establish Voice of Customer program, capture and relay insights to Product and Data teams to shape roadmap decisions.
Reporting & Insights- Take existing approach and overhaul it for best practices.
- Maintain weekly dashboards covering DCP, NRR, PSR, activation, adoption, and churn.
- Track SLA adherence, campaign performance, and customer satisfaction.
- Present insights cross-functionally to improve retention and product alignment.
Qualifications
- 6–10+ years of Customer Success or Account Management experience at a B2B SaaS, advertising agency, marketplace, martech, or ad-tech company.
- Proven success in managing influencer campaigns, ensuring renewals and expansions, and delivering ROI-positive client outcomes.
- Expertise building CS playbooks, health scoring, and lifecycle processes.
- Proficiency with HubSpot, Slack automation, and Zapier, plus basic BI tools (Sheets, Metabase, SQL a plus).
- Domain expertise in influencer marketing, sports, or NIL strongly preferred.
- Exceptional executive communication and project management skills.
Preferred Experience (Nice-to-Haves)
- Experience in creator or influencer marketplaces/agencies, or ad-tech ecosystems.
- Built or scaled a Customer Success org from Series A–C.
- Experience automating a CRM platform.
- Background bridging Customer Success and Solutions Architecture.
Why Join MOGL- Be part of the category leader in AI-powered influencer marketing innovation.
- Collaborate with an elite, fast-moving team driving measurable ROI for brands activating in the revolutionary “NIL” landscape - the fastest growing vertical in sports marketing.
- Work closely with athletes to help them monetize their influence and create meaningful opportunities and collaborate with leading brands throughout the country.
Compensation
You will be compensated with a competitive base salary, paid twice each month. Additionally, equity in the company will be awarded upon hire with a standard 4 year vesting schedule with one year cliff. Discretionary bonuses are also available at the conclusion of the company’s fiscal year.
This job description is not intended to be all-inclusive, as this position will also perform other reasonably related business duties as assigned by immediate supervisor or other management as required.
