Head Of Customer Success

Tesol Inc • TRAFFIC • Lancashire, Manchester, United Kingdom • 1d ago

Overview

Who we are At Eleven Sports Media, we create community-focused partnerships that connect local businesses with some of the biggest names in sport. Over the last 15 years, we've built a track record working with the Premier League, EFL, NFL, NBA, MLS and more - helping clubs strengthen their fan experience and giving small businesses a platform in a space usually reserved for global brands.

The role

As Head of Customer Success, you lead a critical function at Eleven, accountable for ensuring our clients receive exceptional, consistent, and commercially impactful service. You play a key leadership role in shaping client experience strategy, service delivery, team growth and performance.

This role is central to delivering Eleven's growth ambitions, supporting retention, renewals, and expansion through a service that scales, adapts, and delivers value. You will be expected to operate strategically, with increasing exposure to senior stakeholders and a clear pathway to Director level.

Key responsibilities

Own and evolve Eleven's customer experience strategy, ensuring a high-value, tiered approach that aligns to commercial goals
Shape and implement service delivery models tailored to client segmentation, value, and growth potential
Embed KPIs and dashboards to measure customer health, NPS, renewals, and team impact
Champion a proactive, insight-led approach to retention and upsell across key accounts
Lead and develop the Customer Success team with a clear vision, structured coaching, and high standards
Create progression frameworks, PDPs, and skill matrices to support succession and capability building
Foster a performance culture rooted in accountability, ownership, and collaboration
Identify and close skills gaps through training, mentoring, and structured feedback loops
Redesign and embed core processes (e.g. onboarding, renewal readiness, escalation) with clear SLAs and ownership
Own service design documentation including SOPs, playbooks, and escalation frameworks
Implement segmentation models, tiered service delivery, and resource planning to support scalability
Collaborate closely with Sales, Partnerships, Production, Events, Marketing, and Finance to ensure service delivery aligns with business goals
Influence commercial strategy through insight from client delivery, feedback, and performance data
Act as senior escalation point for strategic clients and high- value relationships

Experience & critical knowledge required

Proven experience leading an account or client services function in media, sport, SaaS, or agency environments
Proven experience managing and delivering a lengthier customer journey over a multi-year contract term
Commercially astute with a good understanding of customer dispute resolution frameworks and processes
Strategic thinker with a track record of translating insight into action and measurable service improvements
Experience designing and implementing scalable client service models, KPIs, and tooling
Skilled in team leadership, succession planning, and performance coaching
Highly proficient with CRM platforms (e.g. Salesforce) and dashboard/reporting tools
Strong cross-functional collaborator with stakeholder and senior client management experience
Comfortable working at pace, with ambiguity, and in a culture of continuous improvement

What you'll get

Competitive salary + annual profit bonus
31 days holiday (inc. bank holidays) plus your birthday off
Regular socials and company events
Access to personal development opportunities
Cycle, tech and car schemes
Gym membership

Privacy Notice for Job Applicants

By applying, you agree to Eleven Sports Media processing your data for recruitment purposes. We'll store your info securely and only keep it for up to 6 months unless required longer. Your data won't be shared outside the hiring process, and you can request access, correction, or deletion at any time.

DEI Disclaimer

Eleven celebrates diversity, supports inclusiveness, and encourages individual expression in our workplace. We welcome applications from all backgrounds and are committed to creating a culture where everyone belongs.

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