Customer Success Manager – Sports Tech
Join to apply for the Customer Success Manager role at Fanbase (Techstars Sports ‘24)
About Fanbase
Fanbase is a fast-growing sports tech startup helping ambitious teams, Leagues, Events & Federations grow revenue, fan engagement, and digitise operations. Our all-in-one platform powers ticketing, memberships, apps, insights, and more— with a focus on helping mid-tier and forward-thinking clubs modernise how they connect with fans.
We’ve grown rapidly to £1m ARR in just 2.5 years, and now we’re scaling our Customer Success team to ensure every club receives outstanding support and service.
About the Role
We’re looking for a Customer Success Manager who will be the frontline support for clubs using Fanbase. You’ll deliver fast, reliable, and empathetic support— ensuring every interaction builds trust and satisfaction. You’ll also contribute to our Help Centre, escalated feedback to product, and help clubs unlock the most value from our platform.
Your mission: keep every sports operator happy, supported, and confident by exceeding expectations and delivering an industry-leading level of support. Never leave a fan or sports operator behind.
* Respond to support queries via our centralised CS platform (Intercom) or by phone with speed and care.
* Troubleshoot and resolve issues, escalating when necessary.
* Take ownership of and maintain consistent response and resolution times that exceed expectations.
Knowledge & Enablement
* Monitor, optimise and train our support AI-agent to gain efficiencies with the team and ensure our partners receive the best customer experience in the game.
* Write, update, and maintain Help Centre articles, FAQs, and video guides.
* Spot recurring questions and create proactive resources to reduce support load.
Feedback & Insights
* Identify and log recurring pain points or feature requests & feed them back into Product to maintain a tight learning loop.
* Act as the voice of the customer to ensure feedback continuously informs our roadmap.
Customer Experience
* Support onboarding and success teams with early-stage questions.
* Ensure every club feels listened to and valued in every interaction.
* Reinforce Fanbase’s “customer-first” culture with empathy and care.
What You’ll Need
* A huge passion for solving problems and helping people be successful.
* 1–2 years experience in customer support or customer success (ideally SaaS, tech, or sport).
* Strong communication skills—clear, empathetic, and professional.
* Very detail orientated to crack through data or solve complex problems.
* Highly organised and able to manage multiple conversations at once.
* Comfortable using tools like Intercom, Slack and Notion.
* Comfortable leading onboarding calls.
* A proactive problem-solver who goes the extra mile for customers.
* Experience writing help documentation, FAQs, or support content.
* Familiarity with video tools (Loom, Canva).
* Background working with sports organisations or fan-facing platforms.
* 25 days holiday, your birthday off and the Scottish bank holidays.
* Share options— we want everyone to be part of our success.
* Dedicated monthly social budget.
* Be the frontline voice of a fast-growing sports tech company.
* Help clubs solve problems and deliver world‑class fan experiences.
* Join a supportive, ambitious team with strong product‑market fit.
* Autonomy, flexibility, and a chance to shape how we deliver support at scale.
Interested? Send us a short note about why you’re excited to join Fanbase—and examples of how you’ve helped customers succeed in your previous roles.
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