Who we are
All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.
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 Elevens 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.