Customer Success Manager

Storyteller • ,

40d • Remote

About The Position

Storyteller is a SaaS platform that helps media companies, sports organisations, and content-driven brands engage their audiences through modern, short-form experiences across their owned and operated platforms. Trusted by some of the most recognised organisations in global media and sport, Storyteller sits at the intersection of content, technology, and audience engagement, helping teams move faster, work smarter, and build deeper relationships with their audiences.

We're hiring a Customer Success Manager to own and grow a portfolio of core UK & Europe accounts across professional sports teams, leagues, federations and governing bodies. This role is a strong fit for someone earlier in their Customer Success career who has the judgement, organisation, and curiosity to work with sports and media customers where content calendars, live moments, fan engagement, and commercial pressure all matter. You will be the day-to-day customer owner for your accounts, helping teams get value from Storyteller, driving adoption, spotting risk early, and identifying opportunities for customers to expand how they use our products over time. This is not a frontline support or implementation role. You will coordinate closely with delivery, support, sales, and product, but your focus is customer outcomes, account health, adoption, and growth.

Requirements

• Experience in Customer Success, account management, client services, or partnerships
• Worked with sports, media, entertainment, content, digital, or fan engagement teams
• Understand how live sport, content calendars, and stakeholder pressure shape customer expectations
• Can build trust with customers without needing to be the most senior person in the room
• Organised, responsive, and calm when priorities move quickly
• Enjoy learning products deeply enough to have useful customer conversations
• Can think commercially and spot opportunities, even if you have not carried a quota
• Curious about how AI can improve your own work and customer outcomes
• Strong ownership and follow-through
• Clear, confident customer communication
• Ability to connect product usage to customer outcomes
• Commercial awareness and curiosity
• Comfort working with sports and media customers
• Good judgment around when to solve, when to coordinate, and when to escalate
• Ability to operate in a fast-moving, evolving environment

Nice To Haves

• Formal management titles
• Carrying a hard quota personally
• Rigid adherence to CS frameworks or playbooks
• Experience in large, heavily structured organisations

Responsibilities

• Own a portfolio of core UK & Europe customer accounts
• Build strong working relationships with digital, content, marketing, fan engagement, sponsorship, commercial, league and governing-body stakeholders
• Understand each customer's goals, season calendar, workflows, and measures of success
• Run regular customer check-ins that are useful, structured, and outcome-led
• Maintain clear visibility on account health, risks, next steps, and opportunities
• Help customers adopt Storyteller effectively across their apps, websites, and content workflows
• Translate product usage and engagement data into clear recommendations
• Spot under-used features, low adoption, or workflow gaps before they become renewal risks
• Help customers plan around key moments such as season launch, knockout rounds, finals, tournaments, derby/rivalry matches, and major campaigns
• Share best practices across teams without relying on generic playbooks
• Identify expansion opportunities within existing accounts
• Understand where Storyteller and our wider suite of new products could support broader customer goals
• Surface commercial signals to Sales with useful context and customer insight
• Support renewal preparation by keeping account status, value, risks, and stakeholder context clear
• Develop confidence in commercial conversations without needing to fully own the sales process
• Coordinate with delivery and support teams to make sure customer needs are handled cleanly
• Bring product feedback back to the business with enough context to be useful
• Keep internal account notes, actions, and risks accurate and current
• Escalate issues with judgement, urgency, and a clear view of customer impact
• Help improve repeatable CS processes as the team scales

Benefits

• Work with ambitious sports and media organisations across the UK and Europe
• Help teams use modern video and content products around moments fans care about
• Join a small, high-trust commercial team with real ownership and visibility
• Build valuable strategic account skills while owning your own portfolio
• Grow with Storyteller as we expand from a single-product company into a multi-product platform business

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed