Overview

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.Responsibilities

Own and evolve Eleven''s customer experience strategy, ensuring a high-value, tiered approach that aligns to commercial goalsShape and implement service delivery models tailored to client segmentation, value, and growth potentialEmbed KPIs and dashboards to measure customer health, NPS, renewals, and team impactChampion a proactive, insight-led approach to retention and upsell across key accountsLead and develop the Customer Success team with a clear vision, structured coaching, and high standardsCreate progression frameworks, PDPs, and skill matrices to support succession and capability buildingFoster a performance culture rooted in accountability, ownership, and collaborationIdentify and close skills gaps through training, mentoring, and structured feedback loopsRedesign and embed core processes (e.g. onboarding, renewal readiness, escalation) with clear SLAs and ownershipOwn service design documentation including SOPs, playbooks, and escalation frameworksImplement segmentation models, tiered service delivery, and resource planning to support scalabilityCollaborate closely with Sales, Partnerships, Production, Events, Marketing, and Finance to ensure service delivery aligns with business goalsInfluence commercial strategy through insight from client delivery, feedback, and performance dataAct as senior escalation point for strategic clients and high- value relationshipsExperience and critical knowledge required

Proven experience leading an account or client services function in media, sport, SaaS, or agency environmentsProven 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 improvementsExperience designing and implementing scalable client service models, KPIs, and toolingSkilled in team leadership, succession planning, and performance coachingHighly proficient with CRM platforms (e.g. Salesforce) and dashboard/reporting toolsStrong cross-functional collaborator with stakeholder and senior client management experienceComfortable working at pace, with ambiguity, and in a culture of continuous improvementWhat you''ll get

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.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.

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