Freelance Customer Success Associate / Project Manager

About Moment (momentco.ai) Moment helps sports teams, venues, leagues, and live-event businesses turn the personal calendar into a new owned engagement channel. Clients use Moment Cloud to manage moments, build calendar campaigns, and track syncs and conversion. The role We are looking for a highly organised, marketing-minded Customer Success Associate / Project Manager to help our clients turn Moment into an active part of their campaign workflow. This is not a traditional support role. You will work directly with marketing, ticketing, digital, merchandise, community, sponsorship, and premium-sales teams at sports and live-event organisations. Your job is to understand their upcoming moments, identify where calendar campaigns can add value, and make sure each activation is planned, built, approved, launched, and measured. You will act as the link between the client’s marketing calendar and the Moment team. What you will do Client success and campaign planning Build strong working relationships with client marketing and digital teams. Learn each client’s campaign workflow, priorities, channels, approval process, and commercial goals. Maintain a complete calendar of upcoming games, ticket windows, merchandise drops, theme nights, community events, hospitality campaigns, concerts, and other live moments. Identify which moments should have an earlier “Add to Calendar” campaign to build anticipation before the main campaign launches. Help clients choose the right sync date, campaign channel, incentive, and calendar-day CTA for each moment. Run weekly or biweekly campaign-planning meetings and keep actions moving between meetings. Project management Own activation timelines from concept through launch. Track campaign owners, asset deadlines, sync dates, launch dates, approvals, links, incentives, and reporting. Coordinate across client stakeholders and Moment’s product, design, engineering, and leadership teams. Make sure campaigns are configured, tested, approved, and live on time. Flag risks early and follow up consistently without waiting to be prompted. Keep client plans, meeting notes, action items, and campaign trackers accurate and current. Moment Cloud enablement Train client teams on the practical use of Moment Cloud. Review client setups and recommend ways to improve campaign execution and fan conversion. Translate client feedback into clear product requests for the Moment team. Moment’s onboarding materials specifically frame Blocks and Templates as the way calendar-entry content can be applied without manually rebuilding every event. Marketing activation Draft simple campaign concepts, CTAs, briefs, and launch plans. Recommend the right distribution channel for each moment, including email, Instagram Stories, social posts, website modules, QR codes, in-arena screens, and partner channels. Help clients structure incentives using three levels: utility: reminders, personalised packs, first-to-know alerts access: presales, early access, discounts, early registration experiential: seat upgrades, signed merchandise, lounge access, or meet-and-greets Ensure every sync campaign has a clear fan benefit and a measurable objective. Identify repeatable campaign formats that can scale across a full season rather than relying on one-off activations. Reporting and optimisation Monitor impressions, syncs, conversion rates, link performance, and downstream engagement. Prepare concise campaign recaps for clients. Compare performance by moment type, channel, CTA, and incentive. Recommend what to repeat, improve, or stop. Help build client case studies and document successful activation playbooks. What success looks like Clients have a complete, forward-looking calendar of syncable moments. Moment is incorporated into the client’s regular marketing planning process. Campaigns launch on time with clear ownership and approved assets. Clients increasingly create and distribute campaigns independently. Sync volume and conversion improve over time. High-value moments are identified early rather than after campaigns have already launched. Client stakeholders see Moment as a strategic marketing partner, not simply a calendar tool. What we are looking for 4–6 years of experience in customer success, account management, marketing operations, project management, campaign management, or a related role. Experience working with sports tech and teams, venues, leagues, entertainment companies, ticketing businesses, agencies, or other live-event organisations is strongly preferred. Strong understanding of digital marketing workflows across email, social, web, ticketing, and in-venue channels. Excellent project-management discipline and attention to detail. Confidence working directly with senior client stakeholders. Ability to turn a broad marketing objective into a clear activation plan with owners, dates, assets, and next steps. Strong written communication and the ability to produce concise briefs, emails, campaign copy, and meeting summaries. Comfortable learning a SaaS platform and explaining it clearly to non-technical users.