At a Glance
- Tasks: Build strong customer relationships and drive platform adoption for exciting sports and media tech.
- Company: Join Monterosa, a leader in fan engagement technology for top sports and entertainment brands.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on innovation and customer satisfaction.
- Why this job: Make an impact in the sports and entertainment industry while helping customers succeed.
- Qualifications: 3+ years in Customer Success, ideally in tech or SaaS, with strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
Monterosa builds fan engagement technology for sport, media and entertainment.
Our platform powers experiences for the NBA, Premier League, Formula 1, Sky and more.
We are hiring a Customer Success Lead who can build strong customer relationships and turn them into increased adoption of Monterosa's products.
As part of the Success and Support team, you will own the daily relationship with a portfolio of customers - understanding their goals translate data into strategic recommendations that drive platform adoption and customer health.
You will work closely with Account Management and Commercial to focus on renewals and identify expansion opportunities.
Key Responsibilities: Customer Relationships
- Own the day-to-day relationships with a portfolio of customers
- Organise and lead regular business reviews (MBRs/QBRs), sharing engagement data, platform insights, and growth opportunities
- Become a trusted advisor who understands each customer's commercial goals
- Work closely with Account Management on renewals, expansion signals and escalations
- Platform Adoption
- Drive active use of the Platform across your customers
- Use data to build plans and recommendations to increase adoption that works toward the customer's goal
- Deliver platform demos and walkthroughs for new experiences and product updates
- Share product feedback and customer insight with the Product team
- Data and Insight
- Use Fantenna engagement reporting to produce insight and recommendations
- Support the automation and delivery of the Engagement Reporting across all customers
- Maintain accurate account records, renewal forecasting and activity logs in Attio (CRM)
- Commercial Growth
- Work alongside Account Management to identify expansion opportunities
- Be the first point of contact for Commercial queries across your customer base
- Support renewal conversations and flag risks early to Account Management
- Identify expansion opportunities and help build the commercial case
- Cross-functional
- Work closely with the wider Success & Support team, ensuring smooth delivery-to-live transition, proactive engagement once live, and resolving issues quickly
- Feed customer insight into Product and Commercial
- What we are looking for
- 3+ years in a Customer Success role, ideally in a tech or Saa S business
- Background in sport, media or entertainment, or a genuine fan
- Comfortable owning a book of business, including renewal conversations, upsell opportunities, and account health tracking, not just service delivery
- Strong verbal and written communicator, comfortable presenting to and building relationships with senior stakeholders
- Fast product uptake, including in preview and beta: being able to understand the value proposition and open relevant conversations with customers
- Able to convey ideas and messaging succinctly in a deck
- Advice-led and Data-driven: confident reading engagement metrics and turning them into advice for customers
- Highly organised and agile - able to manage a portfolio of accounts with different needs and timelines
- Experience with a CRM platform
- A second language (German or Spanish) would be a strong advantage
Customer Success Lead employer: Monterosa
Monterosa is an exceptional employer that fosters a dynamic work culture centred around innovation and collaboration in the sport, media, and entertainment sectors. As a Customer Success Lead, you will not only have the opportunity to build meaningful relationships with high-profile clients but also benefit from a supportive environment that prioritises employee growth through continuous learning and development. Located in a vibrant industry hub, Monterosa offers unique advantages such as exposure to cutting-edge technology and the chance to work with renowned brands like the NBA and Premier League, making it a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Monterosa. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Monterosa before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Monterosa:Your cover letter is your chance to shine! Tell us why you want to work at Monterosa specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Monterosa!
How to prepare for a job interview at Monterosa
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
