Customer Success Manager - EU

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. They are trusted by recognized organizations in global media and sport, and operate at the intersection of content, technology, and audience engagement.

Location: Remote - UK / Europe time zones required

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

Requirements

• Experience in Customer Success, account management, client services, or partnerships
• Worked with sports, media, entertainment, content, digital, or fan engagement teams
• Understanding of how live sport, content calendars, and stakeholder pressure shape customer expectations
• Ability to 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