About the Job
Champion Data has an exciting opportunity for an experienced and dedicated Senior Customer Success Manager to join our team!
The Customer Success Manager is responsible for acting as the operational bridge between Champion Data customers and internal delivery teams, ensuring customer needs, delivery outcomes and commercial priorities remain aligned.
This role combines elements of customer success, delivery coordination, product support and business analysis to provide a highly engaged and professional day‑to‑day customer experience while helping translate customer discussions, operational challenges and strategic objectives into actionable delivery outcomes.
The role serves as a trusted operational representative of Champion Data with assigned customers, building strong working relationships across customer stakeholders while coordinating closely with internal Product, Technology, Broadcast, Data, Commercial and Delivery teams.
The successful candidate will proactively identify customer needs, risks, opportunities and service improvements, facilitate clear communication between customers and delivery teams, and support the creation and refinement of meaningful work items that contribute to successful customer and business outcomes.
This role is expected to lead most of day‑to‑day customer servicing and operational engagement activities, escalating to senior commercial, product or technology leadership only where required by exception.
Key Responsibilities
- Act as the primary day‑to‑day operational contact for assigned customers across product, delivery and service‑related activities
- Build strong, trusted and professional working relationships with customer stakeholders across operational, commercial and technical functions
- Represent Champion Data professionally in customer meetings, workshops, planning sessions and operational discussions
- Develop a strong understanding of Champion Data products, platforms, services and delivery capabilities to effectively support customer outcomes
- Work closely with customers to understand operational challenges, business objectives, delivery priorities and product requirements
- Translate customer discussions, requests and business problems into clear and actionable work items, requirements, user stories and delivery outcomes
- Partner with Product, Technology, Broadcast, Data and Delivery teams to refine, prioritise and coordinate customer‑driven initiatives and workstreams
- Support backlog refinement, requirement clarification and delivery planning activities to ensure work is well understood before entering delivery
- Identify gaps, risks, dependencies, delivery concerns and expectation mismatches early, coordinating with internal stakeholders to proactively address them
- Ensure customer expectations remain aligned with agreed delivery scope, priorities, timelines and operational realities
- Coordinate customer communication relating to delivery progress, operational updates, risks, incidents and service outcomes
- Drive a high standard of customer servicing, responsiveness and operational engagement across assigned accounts
- Support customer retention, renewals and long‑term relationship growth through strong delivery engagement and trusted operational partnership
- Identify opportunities for product improvement, service enhancement and operational efficiency, providing feedback and recommendations to internal teams
- Contribute to strategic discussions relating to customer growth, product direction and regional market opportunities
- Assist in the preparation of proposals, operational documentation, customer presentations and commercial support material where required
- Maintain accurate documentation of customer discussions, actions, requirements, decisions and delivery outcomes
- Work collaboratively across Growth, Commercial, Product, Technology, Broadcast and Operations teams to support successful customer and business outcomes
- Provide timely and professional reporting on customer health, operational activities, delivery progress, risks and opportunities
- Support after‑hours operational engagement where reasonably required to maintain customer service standards and delivery continuity
About You
- 5+ years’ experience in Customer Success, Product, Delivery, Business Analysis, Client Services or similar customer‑facing roles within technology, sports, media, broadcast, data or wagering industries
- Strong experience managing day‑to‑day customer relationships and acting as a trusted operational contact for clients and stakeholders
- Experience working closely with software delivery, product or engineering teams in agile or fast‑paced delivery environments
- Demonstrated ability to gather, interpret and translate customer requirements, operational needs and business challenges into actionable delivery outcomes
- Experience supporting backlog refinement, requirement clarification, planning activities or delivery coordination processes
- Strong stakeholder management capability, with experience engaging and communicating effectively across customer, commercial and technical audiences
- Proven ability to balance customer expectations, delivery priorities and commercial considerations in complex operational environments
- Experience facilitating customer meetings, workshops, operational reviews and planning discussions
- Strong written and verbal communication skills, including the ability to clearly document requirements, actions, risks and operational outcomes
- Experience identifying operational risks, service gaps or delivery concerns and coordinating internal teams to drive resolution
- Strong organisational and time management skills, with the ability to manage multiple priorities and customer engagements simultaneously
- Commercial awareness and an understanding of how customer engagement, delivery outcomes and product capability contribute to long‑term business success
- Experience working within sports technology, broadcast, media data, SaaS or platform‑based businesses highly regarded
- Experience working across cross‑functional teams including Commercial, Product, Technology, Delivery and Operations teams
- Comfortable operating with a high level of autonomy while escalating appropriately where required
Benefits
- Mindful Me Days: Four days per year dedicated to your wellbeing
- Flexible Working: Our team works globally in a hybrid environment, which includes two weeks per year, during which you can work remotely from anywhere worldwide.
- UK Office: Access to a co‑working space in Soho, London.
- Our spaces: all of our offices have great end‑of‑journey facilities; including showers, wellness/prayer room & games
- Employee Assistance Programs: 24/7 Access to financial support and counselling
- Wellness Incentive: To help support your home office setup or contribute towards a wellness activity/service of your choosing
- Get to the Game: Funds towards tickets for you and your family/friends to attend sporting events globally.
- Advance You Learning and Development: Annual budget to spend on learning and development activities plus Brain Block Time, this is time set aside monthly to learn or study.
- LinkedIn Learning: Access to an external learning platform LinkedIn Learning
- Social Events: Including an annual Family Day & Volunteer Day
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