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Head of Customer Success (Youth Soccer) Fussbally Denver, CO Job Details Full-time $60,000 - $70,000 a year 3 hours ago Benefits Paid time off Flexible schedule Qualifications Customer communication Team training Customer relationship management Sports Empathy Strategic communications Account management Full Job Description About Fussbally Fussbally is one of Colorado's fastest-growing youth soccer organizations, serving hundreds of families across the Denver metro area through technical training, competitive leagues, camps, and player development programs. Our mission is to help children build confidence, athleticism, soccer skills, and a love for the game in a positive, high-quality environment. About the Role The Head of Customer Success is Fussbally's relationship with its families. This person is the first call when a parent has a question, a concern, or a problem. This is the person recommending where a player should train, what level they belong in, and what program comes next. When something goes wrong, this role owns it, resolves it, and follows up until the family is taken care of. This role requires high emotional intelligence, advanced strategic communication skills, and the ability to operate as the central point of connection between parents, players, coaches, and leadership. The ideal candidate does not just communicate pleasantly. They communicate effectively across a wide range of personality types, communication styles, and situations. Whether the conversation is with a frustrated parent, a coach who needs context on a player, or leadership on a developing trend, this person delivers the right message to the right audience in the right way. The position is primarily office-based (approximately 35 to 45 hours per week), with 10 to 15 hours per week spent on-site at training sessions, leagues, camps, and events. Field presence is essential for building direct relationships with families, players, and coaches. Leadership-track team members at Fussbally typically work 50+ hours per week. Core Responsibilities Retention & Family Engagement Drive season renewals and future registrations by ensuring families experience consistent value throughout their time at Fussbally. Retention should be the natural result of the experience, not a separate effort. Track and improve family retention rates, renewal percentages, and overall satisfaction metrics Identify patterns in family feedback and flag emerging issues before they become reasons families leave Follow up with families who disengage, decline to renew, or express frustration. Understand the root cause and take action. Build the kind of long-term family relationships that keep players in the program for years Family Communication & Problem Resolution Serve as the primary point of contact for Fussbally families. The person parents know, trust, and reach out to first. Receive and resolve parent complaints and concerns with professionalism, empathy, and complete follow-through. Every issue receives a resolution, not just a response. Navigate sensitive conversations including leveling decisions, player fit, billing issues, and coach concerns with directness and care Communicate schedule changes, program updates, and important information clearly and promptly Conduct proactive check-ins and feedback conversations throughout the season, not only when something goes wrong Player Placement & Family Guidance Own player placement within Fussbally's level-based training system, evaluating where new players belong and recommending level changes as they develop Guide families into the right programs, groups, leagues, and camps based on each player's age, skill level, and goals Help families understand the Fussbally development pathway and what comes next for their player League & Schedule Coordination Manage the family-facing side of league operations: ensuring teams have enough players each week, communicating schedules, and coordinating substitutes Work with coaching staff on player feedback, group fit, and any family-related issues that affect training or game day Support game-day logistics as they relate to the family and player experience Success Metrics This role will be evaluated on: Family retention rates and season-over-season renewal percentages Speed and quality of complaint resolution Family satisfaction scores and Net Promoter Score (NPS) Player placement accuracy and parent confidence in the leveling process Proactive identification and resolution of experience issues before they escalate Depth of family engagement across programs, leagues, and seasons Ideal Candidate Profile The ideal candidate for this role: Demonstrates high emotional intelligence. Reads people and situations quickly and adjusts approach accordingly. Is a strategic communicator who delivers the right message to the right audience regardless of personality type, communication style, or emotional state. This role is the bridge between families, coaches, and leadership, and requires the ability to make every side feel heard, supported, and informed. Takes full ownership of problems and follows through to completion without needing to be managed Is deeply organized and capable of managing competing priorities without letting details fall through Remains calm and solutions-oriented in high-pressure or emotionally charged situations Has a genuine interest in youth development, sports, and the impact this work has on children and families Thrives in fast-paced, high-growth environments where processes are still being built Preferred Experience Customer success, account management, or client relationship experience Experience navigating difficult conversations and de-escalating conflict Youth sports, coaching, or education background Experience working directly with families and children Comfort with technology and ability to learn new systems quickly Compensation & Benefits $60,000 to $70,000 base salary Performance-based bonus opportunities Full-time W-2 employment Paid time off Direct mentorship from company leadership Growth Opportunity This is not a job to fill. It is a role to build. The Head of Customer Success will define how Fussbally manages family relationships at scale. The immediate work is hands on: owning every family interaction, building the processes, and setting the standard. As Fussbally continues to grow and expand into new locations and programs, this role grows with it. The person who builds this function and proves it works will be the person who hires and manages the next person to replicate it in a new market, and the next one after that. The long-term trajectory is from individual contributor to department leader, managing a team that runs the family experience across all of Fussbally. For the right person, this is an opportunity to build something from the ground up and grow into an executive-level position as the organization scales.

Work Location:

In person, Denver metro area

Pay:

$60,000.00 - $70,000.00 per year

Benefits:

Flexible schedule Paid time off Application Question(s): At Fussbally, players are grouped by skill level, not age, so where a child gets placed can be a sensitive topic for families. A parent strongly disagrees with a leveling decision made for their child - walk us through how you'd handle that conversation. Tell us about a time a problem landed on your desk that wasn't technically your responsibility. What did you do?

Work Location:

In person