Customer Success Manager

The Client Services team sits at the heart of this purpose. Bringing together our Customer Success and Delivery functions under one roof, the team is responsible for the full client lifecycle - from onboarding new organisations onto the Sport:80 Platform, through to the ongoing management, growth and optimisation of those relationships over time.If you are passionate about sport, technology, and delivering outstanding client experiences, this is the team for you.

As a Customer Success Manager, you will play an important part in the growth of Sport:80 as a member of the Client Services team. Reporting to the Head of Customer Success, you will work closely with our community of clients to ensure they are making the most out of the Sport:80 Platform and our wider suite of products.

You will maintain high standards of client service and ensure the voice of every customer is heard across the business. This is NOT just a remote support role - it is an opportunity to take ownership of and progress within an important area of our business.

Key Responsibilities Core Responsibilities

• Serve as the primary point of support for a portfolio of clients through the Sport:80 ticket desk - ensuring queries are responded to promptly, resolved effectively, and that every client feels heard and valued
• Own the day-to-day relationship with a portfolio of clients - acting as their primary point of contact, building deep knowledge of their organisation, and proactively ensuring they get the most from the Sport:80 Platform
• Provide direct support to the Delivery function as part of new client onboards and client projects - working alongside Project Delivery Managers to ensure a smooth transition from implementation through to ongoing success
• Develop knowledge of the platform back-end (Config) to make changes on a client's domain where required
• Work closely with clients to understand requirements and contribute to the development of User Acceptance Criteria (UAC)

Supplementary Responsibilities

• Continually build knowledge of the Sport:80 Platform, its functional capabilities and architecture, as well as other products within our suite
• Support the delivery of client training through webinars, one-to-one sessions (remote and in-person) and written content
• Log and report client feedback to ensure it is captured and represented in internal team meetings
• Support the Product team with development requests, feedback and concepts provided by clients
• Support the Marketing team with client-focused content and communications
• Maintain and contribute to the Sport:80 Knowledge Base
• Support the Head of Customer Success with maintaining internal processes and keeping client records up-to-date
• Contribute to regular analysis of support statistics and team reporting
• Work in line with the Customer Success Playbook, following agreed processes and contributing feedback to help improve it over time

Skills & Experience

• Some experience in a customer success, account management or client-facing role - or a strong desire to work in this area
• Excellent communication skills, both written and verbal, with high standards of literacy
• Strong organisational skills with excellent attention to detail
• Ability to manage multiple tasks simultaneously and work well under pressure
• Self-motivated with a professional, positive and client-focused work ethic
• A proactive approach to personal development and a willingness to learn
• Confidence to challenge and question processes to drive improvements
• An active interest in technology, including knowledge of SaaS products
• An interest in sport and understanding of the sports industry
• A full and clean driving licence and valid passport
• Educated to degree level is preferable, but not essential
• Experience using or similar project management and CRM platforms
• Experience using cloud-based support desk software (e.g. Zendesk)
• Experience using Atlassian products (Jira, Confluence)

Competency Framework Competency (and What It Looks Like)

• Client Focus - Builds genuine, trusted relationships with clients; proactively identifies and addresses their needs before being asked.
• Communication - Communicates clearly and confidently - written and verbal - adapting style to the audience, whether a client, colleague, or senior stakeholder.
• Ownership - Takes full responsibility for their portfolio; doesn't wait to be chased and follows through on every commitment.
• Platform Knowledge - Invests in understanding the Sport:80 platform deeply - not just features, but how clients use it and why it matters to them.
• Collaboration - Works effectively across internal teams; shares knowledge freely and supports colleagues to deliver great outcomes for clients.
• Continuous Improvement - Actively looks for ways to improve processes, documentation, and client experiences - and acts on what they find.
• Adaptability - Manages competing demands with calm and structure; adjusts priorities when needed without losing momentum.

How We Work

We are a close-knit team that moves quickly and cares deeply about the quality of what we produce.

These are the principles we expect everyone at Sport:80 to embody:

• Be proactive - don't wait to be told something needs doing. If you see it, own it.
• Communicate clearly and early - especially when something isn't going to plan.
• Treat our clients like partners - their success is our success.
• Be honest about what you know and don't know - no one expects you to have all the answers, but we do expect you to seek them out.
• Embrace the tools available to you - including AI - to work smarter and deliver better outcomes.
• Document your work. Verbal agreements and tribal knowledge are not sufficient in a growing team.
• Contribute to making Sport:80 better - share ideas, flag what isn't working, and take ownership of improvement.

This job description will be reviewed periodically and may be updated to reflect changes in business priorities or team structure. Any material changes will be discussed with the post-holder in advance.

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