Be the person who makes sure every new club goes live smoothly — and grow into a lot more along the way.
PodPlay is changing how modern sports venues run, and we're signing new clubs fast. When a deal closes, a dozen things have to come together — the customer, the hardware, the software setup, the team — and someone has to make sure they actually do. That someone is you. You'll be the calm center that keeps everything on track: clear on what was promised, on who's doing what, and on what happens next.
It's a true mix of project management and customer success — lots of internal and external coordination, a warm point of contact for new customers, and a steady hand on the process behind the scenes. You won't do everything yourself; your job is to make sure the right people do the right things at the right time, and that nothing falls through the cracks. You'll own the onboarding plan from signed SOW through go-live — making sure every open item is routed to the right workstream, tracked through completion, and reflected in the customer's launch plan.
This is a high-ownership role with real outcomes from day one. You'll work across the whole company, help customers go live, and have an unusual amount of room to grow as we scale — into program management, customer success leadership, operations, and beyond. We'd much rather hire for the person than the résumé.
This is mostly about who you are. Get these right and we can teach you the rest.
- Relentlessly organized. You keep a dozen things moving at once without dropping any of them — and it bothers you when something slips.
- Hungry and self-starting. You want to do great work, take on more, and grow fast. You don't wait to be told what's next.
- A natural figure-it-out-er. When you hit something you've never done, you dig in, ask good questions, and find the answer instead of getting stuck.
- A genuinely great communicator. Warm, clear, and professional — the kind of person customers look forward to hearing from and teammates trust to keep them in the loop.
- Friendly and steady under pressure. You bring good energy to fast-moving situations and make everyone around you feel taken care of.
- Tech-forward. You're excited by software, comfortable picking up new tools, and love using AI and good systems to work smarter — not harder.
- Detail-obsessed but big-picture aware. You sweat the small stuff while never losing sight of what actually matters to the customer.
If you're nodding along to most of this, we want to hear from you — even if your background doesn't look exactly like a "typical" fit.
Here's the kind of thing you'll own. Don't worry if you haven't done all of it before — we care far more about how you think and how you work than about checking every box.
Keep the trains running on time
- Own the formal Sales → Onboarding handoff: receive a structured brief from Sales at deal close, confirm all account details, and formally kick off the implementation process within 24 hours.
- Carry the sales context forward — understanding what was discussed, what was promised, and what matters most to each customer — so downstream teams never have to rediscover it.
- Own the formal Onboarding → CS handoff: document account status, configuration, open items, and any commitments made before transferring a live club to the CS team. Nothing gets handed off without a complete record.
- Run a recurring internal pipeline call — keeping Sales, CS, hardware, and Operations aligned on every active onboarding. You own this meeting, the agenda, and the follow-through.
- Maintain the source of truth for each onboarding: a live, accurate onboarding pipeline where key customer, commercial, software, hardware, timeline, and launch-readiness details are regularly validated and kept up to date.
Implementation coordination
- Be the first point of contact once a deal closes — reach out immediately, set expectations, and get the process moving.
- Coordinate across hardware, CS, sales, billing, and operations so no handoff is ambiguous and no action item is orphaned.
- Close the loop on cross-functional action items — confirming that the right workstream has accepted ownership, understands the deadline, and completes the task before it impacts go-live.
- Set customer expectations clearly: what forms are needed, what calls are happening, who handles what, and what comes next.
- Route technical questions to the right owner rather than personally resolving every configuration detail.
Customer experience
- Run structured kickoff calls, implementation check-ins, and go-live confirmations with new clubs.
- Be fluent in core features — Reservations, Events, Memberships, Coaching, Replays — so you can answer common questions on the spot.
- Know when to escalate and who to bring in for deeper technical questions.
Post-launch follow-through
- Check in with clubs after go-live to confirm everything is working and surface any early issues before they become problems.
- Hand off cleanly to the CS team once the club is stable and self-sufficient, with a complete record of configuration and any open items.
Build systems that scale
- Turn what you learn into repeatable playbooks, checklists, and templates so each launch is smoother than the last.
- Lean on AI and modern tools to move faster — drafting updates, summarizing calls, tracking work — and help us figure out where they make us better.
- Spot the things that don't scale and propose better ways of doing them. As we grow, the process you build becomes how the whole company onboards.
We mean it when we say experience matters less than the qualities above. These are nice to have — not boxes you must tick:
- Some experience coordinating people, projects, or customers — internships, a first job, running things at school or in a side hustle all count.
- A habit of tracking work in systems and tools rather than in your head.
- Comfort learning a technical product and explaining it simply to non-technical people.
- Familiarity with CRM, project-management, or AI tools — or the eagerness to pick them up fast.
- A degree is welcome but absolutely not required. We care about how you think, not where (or whether) you studied.