Customer Success Manager

Account Ownership (Player)

• Own a portfolio of core UK & Europe customer accounts

• Build strong working relationships with digital, content, marketing, fan engagement, sponsorship, commercial, league and governing-body stakeholders

• Understand each customer's goals, season calendar, workflows, and measures of success

• Run regular customer check-ins that are useful, structured, and outcome-led

• Maintain clear visibility on account health, risks, next steps, and opportunities

Adoption and Value

• Help customers adopt Storyteller effectively across their apps, websites, and content
  workflows

• Translate product usage and engagement data into clear recommendations

• Spot under-used features, low adoption, or workflow gaps before they become renewal risks

• Help customers plan around key moments such as season launch, knockout rounds, finals, tournaments, derby/rivalry matches, and major campaigns

• Share best practices across teams without relying on generic playbooks

Commercial Contribution

• Identify expansion opportunities within existing accounts

• Understand where Storyteller and our wider suite of new products could support broader
  customer goals

• Surface commercial signals to Sales with useful context and customer insight

• Support renewal preparation by keeping account status, value, risks, and stakeholder
  context clear

• Develop confidence in commercial conversations without needing to fully own the sales
  process

Internal Coordination

• Coordinate with delivery and support teams to make sure customer needs are handled
  cleanly

• Bring product feedback back to the business with enough context to be useful

• Keep internal account notes, actions, and risks accurate and current

• Escalate issues with judgement, urgency, and a clear view of customer impact

• Help improve repeatable CS processes as the team scales

What Success Looks Like

First 90 days

• Clear understanding of Storyteller, our customer base, and the UK and European sports
  landscape

• Smooth transition of assigned accounts with strong customer confidence

• Accurate view of account health, adoption, risks, and upcoming key moments

• Running customer calls independently with clear structure and follow-through

• Early identification of accounts with adoption gaps or expansion potential

6–12 months

• Strong retention and account health across the core account portfolio

• Customers using Storyteller more consistently across priority content moments

• Clear contribution to expansion opportunities and renewal confidence

• Better visibility and consistency across UK & Europe core accounts

• Trusted internally as someone who understands customers and follows through