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For Companies At a Glance
- Tasks: Support sports clubs with outstanding service and help them thrive using our platform.
- Company: Join a fast-growing sports tech startup revolutionising fan engagement.
- Benefits: 25 days holiday, birthday off, share options, and a fun social budget.
- Why this job: Be the voice of customers and make a real impact in the sports industry.
- Qualifications: 1-2 years in customer support, strong communication, and problem-solving skills.
- Other info: Enjoy autonomy and flexibility while shaping customer support at scale.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Customer Success Manager role at Fanbase (Techstars Sports ‘24).
About Fanbase
Fanbase is a fast-growing sports tech startup helping ambitious teams, leagues, events & federations grow revenue, fan engagement, and digitise operations. Our all-in-one platform powers ticketing, memberships, apps, insights, and more—with a focus on helping mid-tier and forward-thinking clubs modernise how they connect with fans. We’ve grown rapidly to £1m ARR in just 2.5 years, and now we’re scaling our Customer Success team to ensure every club receives outstanding support and service.
About the Role
We’re looking for a Customer Success Manager who will be the frontline support for clubs using Fanbase. You’ll deliver fast, reliable, and empathetic support—ensuring every interaction builds trust and satisfaction. You’ll also contribute to our Help Centre, escalate feedback to product, and help clubs unlock the most value from our platform. Your mission: keep every sports operator happy, supported, and confident by exceeding expectations and delivering an industry-leading level of support. Never leave a fan or sports operator behind.
- Respond to support queries via our centralised CS platform (Intercom) or by phone with speed and care.
- Troubleshoot and resolve issues, escalating when necessary.
- Take ownership of and maintain consistent response and resolution times that exceed expectations.
Knowledge & Enablement
- Monitor, optimise and train our support AI-agent to gain efficiencies with the team and ensure our partners receive the best customer experience in the game.
- Write, update, and maintain Help Centre articles, FAQs, and video guides.
- Spot recurring questions and create proactive resources to reduce support load.
Feedback & Insights
- Identify and log recurring pain points or feature requests & feed them back into Product to maintain a tight learning loop.
- Act as the voice of the customer to ensure feedback continuously informs our roadmap.
Customer Experience
- Support onboarding and success teams with early-stage questions.
- Ensure every club feels listened to and valued in every interaction.
- Reinforce Fanbase’s “customer-first” culture with empathy and care.
What You’ll Need
- A huge passion for solving problems and helping people be successful.
- 1–2 years experience in customer support or customer success (ideally SaaS, tech, or sport).
- Strong communication skills—clear, empathetic, and professional.
- Very detail orientated to crack through data or solve complex problems.
- Highly organised and able to manage multiple conversations at once.
- Comfortable using tools like Intercom, Slack and Notion.
- Comfortable leading onboarding calls.
- A proactive problem-solver who goes the extra mile for customers.
- Experience writing help documentation, FAQs, or support content.
- Familiarity with video tools (Loom, Canva).
- Background working with sports organisations or fan-facing platforms.
25 days holiday, your birthday off and the Scottish bank holidays. Share options—we want everyone to be part of our success. Dedicated monthly social budget. Be the frontline voice of a fast-growing sports tech company. Help clubs solve problems and deliver world-class fan experiences. Join a supportive, ambitious team with strong product-market fit. Autonomy, flexibility, and a chance to shape how we deliver support at scale.
Interested? Send us a short note about why you’re excited to join Fanbase—and examples of how you’ve helped customers succeed in your previous roles.
Customer Success Manager employer: Fanbase (Techstars Sports ‘24)
Contact Detail:
Fanbase (Techstars Sports ‘24) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Get to know the company inside out! Research Fanbase, their mission, and their products. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be the frontline support, being clear and empathetic is key. Try role-playing common customer scenarios with a friend to get comfortable.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past roles where you went the extra mile for customers. Be ready to share these stories during your interview to demonstrate your proactive approach.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining the Fanbase team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for sports and customer success! Share specific examples of how you've helped customers in the past, especially in tech or sports. This will help us understand why you're a great fit for Fanbase.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience. Use keywords from the job description to show that you understand what we're looking for in a Customer Success Manager.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid fluff and focus on what makes you the best candidate for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates from our team!
How to prepare for a job interview at Fanbase (Techstars Sports ‘24)
✨Know the Company Inside Out
Before your interview, dive deep into Fanbase's mission and values. Understand their platform and how it helps sports teams engage with fans. This knowledge will not only impress your interviewers but also help you tailor your answers to show how you can contribute to their goals.
✨Showcase Your Problem-Solving Skills
As a Customer Success Manager, you'll need to demonstrate your ability to solve problems effectively. Prepare specific examples from your past experiences where you've successfully resolved customer issues or improved processes. Highlight your proactive approach and how you went the extra mile for customers.
✨Communicate with Empathy
Fanbase values empathetic communication, so practice conveying your thoughts clearly and compassionately. During the interview, focus on how you listen to customer needs and respond with care. This will show that you align with their 'customer-first' culture.
✨Prepare for Role-Specific Scenarios
Expect scenario-based questions related to customer support and success. Think about how you would handle common challenges in the role, such as managing multiple conversations or training users on the platform. Practising these scenarios will help you feel more confident during the interview.