Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing and growing a portfolio of core UK and European accounts within the professional sports and media sectors with an accent on driving product adoption and account health. Focus on translating engagement data into actionable recommendations and identifying commercial expansion opportunities.

Location: Fully remote working from anywhere in the UK

Company

A high-growth B2B SaaS platform that allows companies to integrate Stories into their own platforms, serving leading global brands primarily in the sports industry.

What you will do

• Own and grow a portfolio of core UK and Europe customer accounts across professional sports teams, leagues, and governing bodies.
• Build strong relationships with stakeholders across digital, content, marketing, and commercial departments.
• Drive product adoption by translating usage and engagement data into clear, outcome-led recommendations.
• Identify expansion opportunities within existing accounts and surface commercial signals to the Sales team.
• Coordinate with delivery, support, and product teams to ensure customer needs are met and feedback is integrated.
• Maintain visibility on account health, manage renewal risks, and track upcoming key sporting moments.

Requirements

• Experience in Customer Success, account management, client services, or partnerships.
• Background working with sports, media, entertainment, content, or digital fan engagement teams.
• Ability to build trust and communicate confidently with various stakeholders.
• Strong organizational skills and ability to remain calm in a fast-moving, evolving environment.
• Must be based in the UK.

Culture & Benefits

• 33 days’ holiday and paid training to further professional skills.
• High-end hardware (macOS or Windows) and up to £700 budget for home office equipment.
• £750 budget every two years for a mobile phone and covered monthly contract.
• Employer-matched workplace pension scheme.
• Team outings, monthly meets, and access to the Cycle to Work scheme.

Hiring process

• Online Video Interview with recorded responses to set questions.
• Interview with the CRO.
• Technical/Practical Task.
• Final Interview with the CRO.