Overview

Head of Customer Success role at Eleven Sports Media. This role leads a critical function focused on delivering exceptional, consistent, and commercially impactful service to clients, with a path to Director level.Who we are: Eleven Sports Media creates community-focused partnerships connecting local businesses with major sports names. Over 15 years, we’ve worked with the Premier League, EFL, NFL, NBA, MLS and more to enhance fan experiences and give small businesses a platform in spaces 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 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 termCommercially astute with a good understanding of customer dispute resolution frameworks and processesStrategic 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

Competitive salary + annual profit bonus31 days holiday (inc. bank holidays) plus your birthday offRegular socials and company eventsAccess to personal development opportunitiesCycle, tech and car schemesGym membershipPrivacy 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.Seniority level

Not ApplicableEmployment type

Full-timeJob function

Customer ServiceIndustries: Technology, Information and Media

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