Overview

Head of Customer Success at Eleven Sports Media leads a critical function ensuring clients receive exceptional, consistent, and commercially impactful service. You shape client experience strategy, service delivery, team growth and performance, with a pathway to Director level.Responsibilities

Own and evolve Eleven''s customer experience strategy, aligning 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 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 (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 with Sales, Partnerships, Production, Events, Marketing, and Finance to align service delivery with business goals.Influence commercial strategy through insights from client delivery, feedback, and performance data.Act as senior escalation point for strategic clients and high-value relationships.Experience and Knowledge

Proven experience leading an account or client services function in media, sport, SaaS, or agency environments.Experience managing and delivering a multi-year customer journey.Commercially astute with 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.Team leadership, succession planning, and performance coaching skills.Proficiency with CRM platforms (e.g., Salesforce) and dashboard/reporting tools.Strong cross-functional collaboration 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 and DEI

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.

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