Customer Success Manager (SaaS / Corporate Hospitality)

This is a remote position.

CLOSING DATE: 25 JULY 2025

Requirements

Customer Onboarding:

• Take ownership of managing successful onboarding experiences for our customers, ensuring a seamless transition from kick-off to going live. This will include managing multiple concurrent customer onboardings.
  

• Conduct kick-off presentations / welcome calls, regular virtual meetings, and both virtual and in-person training sessions to introduce clients to our products and services.
  

• Adapt and proactively address challenges to ensure ongoing customer satisfaction.
  

• Collaborate with our product development team to address customer needs during the onboarding phase.
  

• Provide coverage for a key customer account in the absence of the customer support representative.
  

Customer Success:

• Work closely with customers post-onboarding to ensure they are realising ongoing value from the platform and getting the most from its features. You will be responsible for building and maintaining strong relationships with a portfolio of customers.
  

• Proactively engage with customers to understand their goals, usage patterns, and evolving needs - providing guidance and best practices to help them maximise platform adoption and ROI.
  

• Conduct regular check-ins and lead quarterly business reviews (QBRs) to assess account health, share usage insights, uncover growth opportunities, and align on strategic priorities.
  

• Work collaboratively with internal teams, including Product, Sales and Support, to champion the voice of the customer and contribute to ongoing platform improvements.
  

Product Expertise:

• Becoming a platform super-user, developing a deep understanding of our product and all of its features.
  

• Effectively communicate product functionalities and benefits to customers.
  

• Troubleshoot and resolve customer queries related to onboarding and initial product usage.
  

• Create and maintain onboarding documentation, tutorials, and training materials for your customers.
  

• CV
  

• Covering letter explaining why you are a good candidate for the role
  

• Our online remote working questionnaire (appears after you upload CV & Cover Letter)
  

Necessary experience

• 2+ years in customer success/onboarding or a digital project management / account manager role
  

• 4+ years learning and working with complex software products e.g. CRM or workflow automation
  

• Confident presenting to and leading meetings with senior stakeholders
  

• Excellent customer communication and interpersonal skills
  

• Ability to manipulate large data sets and use simple functions in Excel
  

• Strong organisational and time-management abilities
  

• Problem-solving mindset
  

• Able to work effectively remotely, ideally with experience of this
  

• Have a keen interest or passion in the events and/or sports and/or entertainment industry
  

Benefits

Salary:

• £38,000 to £40,000 DOE
  

Other benefits:

• New PC with second monitor & accessories
  

• 25 days holiday + public holidays
  

• 5% matched company pension contribution
  

• £500 towards home office set-up
  

• Quarterly team meet-ups
  

• After 12 months service, eligibility for our company EMI scheme with stock options
  

• Opportunity to work on exciting projects for upcoming major sport and entertainment events
  

How to Apply:

Interested candidates should submit their resume and a cover letter detailing their relevant experience via the Apply link.

Sponsorworks is an equal-opportunity employer and encourages candidates from all backgrounds to apply.

Application process

1. Application form & cover letter

2. 30 - 45 minute interview with team lead

3. 30 minute interview with CEO

4. 1 hour practical exercise with team lead