Customer Success Manager (NOW CLOSED FOR APPLICATIONS)

Customer Success Manager (NOW CLOSED FOR APPLICATIONS) 29th August, 2025

We are looking for a Customer Success Manager to join our incredible team.

• Salary: Starting from £37k (depending on experience)
• Application Deadline: NOW CLOSED FOR APPLICATIONS
• Location: Sheffield, UK (on-site)

How to apply:

Simply send your CV and covering letter to explaining why you would be a good fit for the role.

STRICTLY NO AGENCIES.

Role Description: Our Success: Your Mission

This role will see you play an important part in the growth of the business as a member of the Customer Success Team (CST). Reporting to the Head of Customer Success, you will work closely with our customers (otherwise known as the "Sport:80 Community") to ensure they are making the most out of our suite of products, including our flagship system 'Sport:80 Platform'. You will also ensure that our high standards of customer service are maintained and that the voice of each and every customer is heard across the business.

Role and responsibilities

Being a member of the Customer Success Team, you will take on a proactive role in the company. You will engage with our community of customers on a daily basis to ensure they are maximising their relationship with us and are making the most out of our technology. 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

• Lead the MPC responsibilities for key Tier 1 clients, coordinating with wider team members to ensure strong, effective relationship management between Sport:80 and the client.
• Promote product adoption and engagement to maximise the value clients gain from our Platform.
• Strengthen client retention and growth by leveraging integrations with our partner products and services.

Reporting to the Head of Customer Success, you will also be responsible for:

• Continually build knowledge of the Sport:80 Platform, its functional capabilities and architecture, as well as other systems within our suite of products
• Continually build knowledge in the back-end of the platform (Config) to have the ability to make changes on a clients domain
• Maintain and continue to enhance the content within the 'Sport:80 Knowledge Base'
• Form excellent working relationships with each of our customers and gain an in-depth knowledge of their organisations
• Support the delivery of customer training through webinar, 1-2-1 sessions (remote & in-person) and written content.
• Log and report customer comments and feedback to ensure they are included in regular team meetings ('scrums')
• Support the Product Team with development requests, feedback and concepts provided by our customers/community members
• Support the Marketing Team in the generation of content contributing to client-focused communications
• Become a Sport:80 'Champion' by developing an extensive understanding of our company and our purpose
• Support customers via telephone/video calls and the company's online support desk
• Work closely with customers to understand requirements, develop User Acceptance Criteria and configure (where possible) new functions
• Support the Head of Customer with maintaining our internal processes and keeping client spaces up-to-date
• Weekly, Monthly, Quarterly, and Yearly analysis of support statistics (Zendesk) and writing key comments for the team

We are looking for an individual with the following background, skills and characteristics:

• Confident and can contribute to our positive and supportive atmosphere
• Excellent communication skills, both verbal and written, including high standards of literacy
• Excellent attention to detail
• Excellent organisation and problem-solving skills, including time management & the ability to work to deadlines and prioritise workloads
• Ability to work methodically, accurately and under pressure
• Self-motivated with a professional, positive and customer-focused work ethic
• Strong aptitude for seeing tasks or projects through to completion
• Willingness and ability to work flexibly to meet the demands of the role
• Confidence to challenge and question processes to provide business improvements
• Ability to receive feedback and to learn from constructive feedback to improve self-development
• A self-starter who is equally good working independently and as part of a team
• An interest in sport and a basic understanding of the sports industry
• Have a full and clean driving licence and a valid passport
• Educated to degree level is preferable, but not essential

It would also be a bonus if you had:

• Experience in project management or possessing a project management certification is highly desirable e.g. PRINCE2
• Experience in using cloud-based support desk software e.g. Zendesk
• Experience using Atlassian's suite of products (Jira and Confluence)
• Previous experience working in a customer success role
• Previous experience working in a small to medium-sized business
• An active interest in technology, including knowledge of SaaS products

UAC (User Acceptance Criteria) is documentation that clearly outlines functional requirements. The documentation is created by Sport:80 through consultation with the customer. No work is scheduled until the 'UAC' is signed off both internally and externally.