Customer Success Manager

TransferRoom is a hyper-growth B2B SaaS Marketplace on a mission to change the football transfer market for the better. We do this by empowering football clubs, agents and players to be successful in the transfer market by giving them real-time market intelligence and direct access to a global network of decision-makers.

TransferRoom is market leading and has become a must have for key stakeholders in football’s transfer market. It’s used by 800+ clubs, including Man City, Liverpool and PSG, 550 agencies and 8000 professional players. It has empowered clubs and agents to facilitate over 6000 transfers since launch in 2017.

Brief intro to the role:

We are looking for a dedicated and results-driven Customer Success Manager to oversee the satisfaction and success of agents using our platform. The ideal candidate will have a deep understanding of the football industry, exceptional communication skills, and a passion for fostering strong client relationships. The Customer Success Manager will play a pivotal role in ensuring the optimal usage of TransferRoom’s platform, driving value for our clients, and ultimately contributing to their long-term success and renewal.

In this role you would be working with football agencies from the Benelux region, including Netherlands, Belgium and Luxembourg.

What you’ll be doing:

Customer onboarding & adoption: Ensure successful onboarding of new clients and oversee ongoing customer product adoption, usage and satisfaction. Provide ongoing “training” to customers on platform features and functionalities
Customer renewals & lead identification: Ensure successful renewals of contracts and work closely with Sales to identify and create upsell opportunities by demonstrating value and addressing customer needs
Relationship management: Develop and maintain strong trusting relationships with our key club and agent stakeholders. Act as the primary point of contact for escalated issues and resolution by responding promptly and taking ownership to ensure client satisfaction
Product expertise: Know everything there is to know about our platform and products, promote its benefits and capabilities to clubs and agents, and drive adoption of new features and functionalities
Team collaboration: Collaborate with Sales, Strategy and Product teams to advocate for customer needs and feedback

Who you are:

Experience in CS, Sales or account management roles, preferably in the sports industry

Strong existing understanding of football clubs operations OR ability to quickly acquire this knowledge

Strong interpersonal skills with the ability to build rapport and trust with clients

Excellent communication skills and proactive problem-solving skills including ability to navigate complex customer situations

Willingness to travel frequently and at short notice to meet with clients in person.

Fluent in English. Additional EU language (German, French, Spanish, Portuguese) is a plus.

Located in the UK, Germany or Benelux region.

What’s in it for you:

Employee assistance programme
25 days holiday plus bank holidays
Life insurance
Critical illness
Pension plan
Enhanced parental leave
Learning budget for everyone
A generous employee Referral Bonus scheme
Team building days and events
Cycle-to-work scheme and an annual travel season ticket loan
‘Matched Giving’ programme where we donate when our employees donate

We are a unique combination of a scale up with security
We are a fast scaling, category creating company with smart teammates who love what they do. With a unique combination as a scale up with security, we have an 86% Employee Satisfaction Score, a Likelihood to Recommend score of 8.3 and a score of 8.8 for how our colleagues rate their relationships with their coworkers.

Diversity in our hiring and in our leadership really matters to us here at TransferRoom. We believe in diversity throughout the organisation but especially at decision making and leadership level. 63% of our leadership team (CEO-1) is diverse in terms of gender and ethnicity.

Being in the tech and football industry, we must be proactive with our approach to diversity in our business and ensure we build our team in the best way possible.

We are fully committed to equal employment opportunities and we believe that ability and hard work are more important than where you went to university, where you grew up or what gender or race you are.