Customer Success Associate in London

Swish Analytics is a sports analytics, betting and fantasy startup building the next generation of predictive sports analytics data products. We believe that oddsmaking is a challenge rooted in engineering, mathematics, and sports betting expertise; not intuition. We're looking for team-oriented individuals with an authentic passion for accurate and predictive real-time data who can execute in a fast-paced, creative, and continually-evolving environment without sacrificing technical excellence. Our challenges are unique, so we hope you are comfortable in uncharted territory and passionate about building systems to support products across a variety of industries and consumer/enterprise clients.

This is a client-facing role focused on supporting and growing relationships with B2B customers in the sports betting and fantasy space. You will act as a trusted partner to clients, helping them maximize the value of Swish’s products while ensuring a seamless day-to-day experience. This role requires strong communication skills, comfort with technical concepts (APIs, data feeds), and a deep understanding of sports betting markets.

Location: Fully remote, must be based within CET (Central European Time) ±1 hour.

Key Responsibilities

• Reporting to EMEA Customer Success Manager, you will serve as a key point of contact for B2B clients, managing inbound inquiries via Slack, email, and video calls.
• Develop deep expertise in Swish’s products, data, and workflows to effectively support client needs.
• Troubleshoot client issues in real time, translating technical concepts into clear, actionable guidance.
• Proactively identify client pain points, usage gaps, and opportunities to improve retention and satisfaction.
• Partner cross-functionally with Trading, Product, Engineering, and Data Science teams to resolve issues and relay client feedback.
• Monitor client performance and engagement, ensuring successful onboarding and ongoing adoption.
• Contribute to internal documentation, playbooks, and process improvements to scale Customer Success operations.

Requirements

• Bachelor’s degree or equivalent practical experience.
• Fluency in English (written and verbal).
• Must be based within the CET time zone (±1 hour).
• Strong communication skills with the ability to explain complex or technical topics clearly.
• Solid understanding of sports betting fundamentals, including odds, markets, and trading concepts.
• Knowledge of major global sports, with emphasis on football, tennis and U.S. sports (NBA, NFL, MLB, NHL, NCAA).
• Ability to manage multiple client conversations simultaneously in a fast-paced environment.
• Highly organized, detail-oriented, and solutions-driven mindset.
• Willingness to work flexible hours, including evenings, weekends, and holidays as needed.

Preferred Qualifications

• 2+ years of experience in Customer Success, Account Management, or Support in a B2B environment.
• Experience in the sports betting or sports analytics industry.
• Familiarity with API-based products, data feeds, or technical integrations.
• Experience working closely with Engineering or Product teams.
• Comfort using tools like Slack, Jira, CRM systems, and analytics dashboards.

Swish Analytics is an Equal Opportunity Employer. All candidates who meet the qualifications will be considered without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, pregnancy status, genetic, military, veteran status, marital status, or any other characteristic protected by law. The position responsibilities are not limited to the responsibilities outlined above and are subject to change. At the employer’s discretion, this position may require successful completion of background and reference checks.