Customer Success Manager (SaaS / Corporate Hospitality)

About Us

Sponsorworks is the world's leading cloud platform for global sponsors and rights holders to manage and evaluate their corporate ticketing and hospitality programmes. Our automation software is used by leading agencies, sponsorship and corporate event teams worldwide, providing their colleagues and guests with a brilliant digital experience while enabling measurement of outcomes to drive improved future decision-making.

Brands using our platform include NatWest, Diageo, BP, Qatar Airways & Aviva and we enable customers to manage guest programmes for major global events including World Cups, Olympics, Six Nations, Euros, as well as expos, concerts and festivals.

Following 2 years of rapid growth and a round of external investment, we are expanding our team to cement Sponsorworks as market leader. This is an exciting time to join us for the ride.

Job Description

CLOSING DATE: 28 NOVEMBER 2025

We are looking for someone experienced in Customer Success and Onboarding to join our growing team for an immediate start. This role will primarily involve owning and managing new customer implementations to our platform, providing a seamless process from kick-off to go-live, as well as taking responsibility for the ongoing success and satisfaction of those customers beyond onboarding.

We're seeking professional, highly organised candidates with strong communication skills, who are comfortable dealing with corporate customers. Proficiency in quickly learning and navigating complex software systems and adeptness with digital tools is crucial for excelling in this role.

This is a remote role with 3 to 4 team meet-ups a year and occasional in-person meetings and training days with both new and existing customers.

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.

What you will need to apply:

• 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