Overview
Position: Customer Success Manager
Company: Sport:80
Location: Sheffield, United Kingdom (on-site)
Salary: Starting from £37k (depending on experience)
Application deadline: Friday 19 September 2025
Role Description
Our Success: Your Mission
This role will see you play an important part in the growth of the business as a member of the Customer Success Team (CST). Reporting to the Head of Customer Success, you will work closely with our customers (the Sport:80 Community) to ensure they are getting the most from our products, including the flagship Sport:80 Platform. You will also ensure high standards of customer service are maintained and that the voice of each customer is heard across the business.
Responsibilities
Role and responsibilities
* Be a proactive member of the Customer Success Team, engaging with our community daily to maximise their relationship with us and the value they gain from our technology. This is not just a remote support role; it is an opportunity to take ownership and progress within an important area of the business.
* Lead the MPC responsibilities for key Tier 1 clients, coordinating with wider team members to ensure strong, effective relationship management between Sport:80 and the client.
* Promote product adoption and engagement to maximise the value clients gain from our Platform.
* Strengthen client retention and growth by leveraging integrations with partner products and services.
Reporting and ongoing duties
* Continually build knowledge of the Sport:80 Platform, its capabilities and architecture, as well as other systems within our product suite.
* Maintain and enhance the content within the Sport:80 Knowledge Base; gain in-depth knowledge of clients’ organisations.
* Support the delivery of customer training through webinars, 1-2-1 sessions (remote and in-person) and written content.
* Log and report customer comments and feedback to ensure it is included in regular team meetings.
* Support the Product Team with development requests, feedback and concepts from customers/community members.
* Support the Marketing Team in producing client-focused communications.
* Become a Sport:80 Champion by developing an extensive understanding of our company and purpose.
* Assist customers via telephone/video calls and the online support desk.
* Work with customers to understand requirements, develop User Acceptance Criteria (UAC) and configure (where possible) new functions.
* Support the Head of Customer Success with maintaining internal processes and keeping client spaces up-to-date.
* Provide weekly, monthly, quarterly and yearly analysis of support statistics (Zendesk) and share key insights with the team.
Qualifications and attributes
* Confident and able to contribute to a positive and supportive atmosphere.
* Excellent verbal and written communication skills, with high literacy standards.
* Excellent attention to detail.
* Excellent organisation and problem-solving skills, including time management and the ability to meet deadlines and prioritise workloads.
* Ability to work methodically, accurately and under pressure.
* Self-motivated with a professional, positive and customer-focused work ethic.
* Strong aptitude for taking tasks or projects through to completion.
* Willingness and ability to work flexibly to meet the role’s demands.
* Confidence to challenge and improve processes and propose business improvements.
* Ability to receive feedback and learn from it to improve self-development.
* A self-starter who works well independently and as part of a team.
* An interest in sport and a basic understanding of the sports industry.
* Full and clean driving licence and a valid passport.
* Degree-level education is preferable, but not essential.
Desirable skills and experience
* Experience in project management or project management certification (e.g., PRINCE2).
* Experience using cloud-based support desk software (e.g., Zendesk).
* Experience using Atlassian tools (Jira and Confluence).
* Previous experience in a customer success role, especially in small to medium-sized businesses.
* Active interest in technology and knowledge of SaaS products.
Full role and company description can be found on our website: https://www.sport80.com/careers/customer-success-manager-starting-from-37k
*User Acceptance Criteria (UAC) is documentation that clearly outlines functional requirements. The documentation is created by Sport:80 through consultation with the customer. No work is scheduled until the ‘UAC’ is signed off both internally and externally.
Employment details
* Seniority level: Entry level
* Employment type: Full-time
* Industries: Software Development
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