Location: Remote - UK / Europe time zones requiredReporting to: Customer Success Lead / CROScope: Core UK & Europe accounts, including professional sports teams, leagues, federations and governing bodiesAbout StorytellerStoryteller is a SaaS platform that helps media companies, sports organisations, and content-driven brands engage their audiences through modern, short-form experiences across their owned and operated platforms.Trusted by some of the most recognised organisations in global media and sport, Storyteller sits at the intersection of content, technology, and audience engagement, helping teams move faster, work smarter, and build deeper relationships with their audiences.The RoleWe're hiring a Customer Success Manager to own and grow a portfolio of core UK & Europe accounts across professional sports teams, leagues, federations and governing bodies.This role is a strong fit for someone earlier in their Customer Success career who has the judgement, organisation, and curiosity to work with sports and media customers where content calendars, live moments, fan engagement, and commercial pressure all matter.You will be the day-to-day customer owner for your accounts, helping teams get value from Storyteller, driving adoption, spotting risk early, and identifying opportunities for customers to expand how they use our products over time.This is not a frontline support or implementation role. You will coordinate closely with delivery, support, sales, and product, but your focus is customer outcomes, account health, adoption, and growth.What You’ll Do:Account Ownership (Player)Own a portfolio of core UK & Europe customer accountsBuild strong working relationships with digital, content, marketing, fan engagement, sponsorship, commercial, league and governing-body stakeholdersUnderstand each customer's goals, season calendar, workflows, and measures of successRun regular customer check-ins that are useful, structured, and outcome-ledMaintain clear visibility on account health, risks, next steps, and opportunitiesAdoption and ValueHelp customers adopt Storyteller effectively across their apps, websites, and contentworkflowsTranslate product usage and engagement data into clear recommendationsSpot under-used features, low adoption, or workflow gaps before they become renewal risksHelp customers plan around key moments such as season launch, knockout rounds, finals, tournaments, derby/rivalry matches, and major campaignsShare best practices across teams without relying on generic playbooksCommercial ContributionIdentify expansion opportunities within existing accountsUnderstand where Storyteller and our wider suite of new products could support broadercustomer goalsSurface commercial signals to Sales with useful context and customer insightSupport renewal preparation by keeping account status, value, risks, and stakeholdercontext clearDevelop confidence in commercial conversations without needing to fully own the salesprocessInternal CoordinationCoordinate with delivery and support teams to make sure customer needs are handledcleanlyBring product feedback back to the business with enough context to be usefulKeep internal account notes, actions, and risks accurate and currentEscalate issues with judgement, urgency, and a clear view of customer impactHelp improve repeatable CS processes as the team scalesWhat Success Looks LikeFirst 90 daysClear understanding of Storyteller, our customer base, and the UK and European sportslandscapeSmooth transition of assigned accounts with strong customer confidenceAccurate view of account health, adoption, risks, and upcoming key momentsRunning customer calls independently with clear structure and follow-throughEarly identification of accounts with adoption gaps or expansion potential6–12 monthsStrong retention and account health across the core account portfolioCustomers using Storyteller more consistently across priority content momentsClear contribution to expansion opportunities and renewal confidenceBetter visibility and consistency across UK & Europe core accountsTrusted internally as someone who understands customers and follows throughWho This Role Is ForThis role is a great fit if you:Have experience in Customer Success, account management, client services, or partnershipsHave worked with sports, media, entertainment, content, digital, or fan engagement teamsUnderstand how live sport, content calendars, and stakeholder pressure shape customer expectationsCan build trust with customers without needing to be the most senior person in the roomAre organised, responsive, and calm when priorities move quicklyEnjoy learning products deeply enough to have useful customer conversationsCan think commercially and spot opportunities, even if you have not carried a quotaAre curious about how AI can improve your own work and customer outcomesWhat Matters MostStrong ownership and follow-throughClear, confident customer communicationAbility to connect product usage to customer outcomesCommercial awareness and curiosityComfort working with sports and media customersGood judgment around when to solve, when to coordinate, and when to escalateAbility to operate in a fast-moving, evolving environmentWhat Doesn’t MatterFormal management titlesCarrying a hard quota personallyRigid adherence to CS frameworks or playbooksExperience in large, heavily structured organisationsWhy Join StorytellerWork with ambitious sports and media organisations across the UK and EuropeHelp teams use modern video and content products around moments fans care aboutJoin a small, high-trust commercial team with real ownership and visibilityBuild valuable strategic account skills while owning your own portfolioGrow with Storyteller as we expand from a single-product company into a multi-product platform business
3 months ago