Customer Success Manager I

Your Role

We’re looking for a Customer Success Manager I to focus on retaining and expanding our non-league and grassroots football market customers across the UK, Scandinavian and Africa. You’ll help users get the maximum benefit and higher return on investment out of their subscription.

In this role, you’ll:

• Develop strong customer relationships through maximizing product engagement. You’ll maximize satisfaction across a group of accounts and become a trusted partner for your customers.
• Be involved in all aspects of support and account management. You’ll demonstrate our products, educate customers, and carry out a range of engagement and commercial activities.
• Work toward goals. Throughout the year, CSMs work toward achieving monthly, quarterly and yearly renewal targets. You’ll run meetings to truly understand client needs, identify opportunities for time-savings/expanded capabilities through better product usage,and identify opportunities for upselling additional services.
• Work effectively and efficiently with your AE colleagues to ensure all market opportunities are capitalised on. 

Time spent collaborating with your teammates in-office will be a regular part of how you work. We’re currently considering applicants within commuting distance of our London Office. You’ll be expected to work more days in-office than remote, but will have  the freedom to coordinate your specific in-office schedule with your team. 

Must-Haves

• Experienced. You’ve held a client-facing role, preferably in a technology company and you possess a good understanding of the non-league and grassroots football market in the UK.
• Excellent communicator. Presentation skills are key in this role.
• Technology-savvy. We don’t expect you to build an application programming interface, but you should understand what an API is and be able to pitch that to clients.
• A relationship builder. Building strong relationships is key in order to drive expansion and renew customers.
• Willingness to travel. You’re happy to hit the road and visit customers on a consistent basis, as often as a few times a month.  You will be expected to be traveling up to 50% of the time.

Nice-to-Haves

• Sports background. If you’ve been active in the sports industry or played sport at any level, that’s a big plus.
• Salesforce experience. Previous knowledge of this customer relationship management system would be an asset, but it is not required.
• Proactive. You enjoy going the extra mile to help a customer. Seeking out ways to help them improve their product experience is a step you like to take.
• Analytical. You’re comfortable looking through metrics that showcase user behavior and engagement.
• Autonomous. You’re a self-starter and are able to take initiative to solve problems.
• Project management. You’ll be working with multiple stakeholders both internally and externally, so being able to multitask is essential.

Our Role

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas.
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech you need to do your best work.
• Support your wellbeing. Depending on location, we offer medical and retirement benefits for employees—but no matter where you’re located, we have resources like our Employee Assistance Program and employee resource groups to support your mental health.

Compensation