Head of Customer Success

As the Head of Customer Success, EMEA at ScorePlay, you'll lead the charge in ensuring that our customers across Europe, the Middle East, and Africa achieve exceptional outcomes through our platform.

This is a hybrid leadership role — half strategic, half operational — combining team management, customer engagement, and process improvement.

You'll oversee the growing CS team (currently 7 people, of which 4 are direct reports) while directly owning a a few of our most strategic accounts. You'll drive adoption, retention, and growth, building the playbook to scale our EMEA CS department as ScorePlay continues to expand globally.

• Lead and scale the Customer Success and Customer Support teams in EMEA, providing mentorship, performance management, and career development.
• Set clear goals and ensure alignment with global OKRs for retention, growth, and customer satisfaction.
• Build structured processes and playbooks around onboarding, adoption, renewals, and risk management.

• Foster a culture of accountability and customer obsession within the team.

• Personally manage a portfolio of high-value, strategic clients — major sports organizations, leagues, and federations.

• Lead quarterly business reviews (QBRs), build long-term partnerships, and identify opportunities for upsell and expansion.

• Collaborate with Sales on renewals and expansions to drive net revenue retention.

• Partner with Product and Engineering to bring the customer voice into product development, sharing insights and driving adoption of new features.

• Work closely with Sales to ensure smooth handovers and strong alignment across the customer lifecycle.

• Collaborate with Marketing and RevOps to strengthen customer advocacy, case studies, and data-driven performance tracking.

• Define and implement best-in-class customer success metrics, dashboards, and feedback loops.

• Drive operational excellence through improved tooling, automation, and documentation.
• Lead initiatives to enhance the collaboration between Support, CS, and Product teams for faster issue resolution and higher customer satisfaction.

• At least 6 years of experience in B2B SaaS, ideally within Customer Success, Account Management, or Client Services.
• Proven leadership experience, managing small to mid-size CS or Support teams in a fast-scaling environment.
• Strong background in enterprise customer management, including running QBRs, renewals, and cross-functional initiatives.
• Excellent communication skills; capable of engaging both executive stakeholders and technical teams (e.g., IT, broadcast engineers).
• Comfortable operating hands-on while building scalable systems and processes.

And a few bonuses :

• We would prefer someone based in London, as some of our key accounts in Europe are in the UK, but we remain open.
• Fluent in English; other European languages (Spanish, Italian, French) are a plus.
• Passion for sports and media — understanding the ecosystem of federations, clubs, and leagues is a strong advantage.

• Join a fast-growing, international sports tech company reshaping how organizations manage and distribute their media.
• Lead a key regional function that directly impacts ScorePlay's global success.
• Combine strategic leadership with hands-on impact — you'll manage people, processes, and key clients.
• Collaborate with talented teams across Product, Tech, Sales, and Marketing.
• Work with world-class sports organizations — from football federations to top-tier leagues — and help them transform their media workflows.
• Enjoy autonomy, flexibility, and the opportunity to shape the future of Customer Success at ScorePlay.

ScorePlay is revolutionizing sports media by transforming how content is captured, managed, and delivered. Founded in 2021, our AI-powered SaaS platform streamlines workflows for over 200 customers including top Premier League, Ligue 1, and LaLiga clubs, alongside major leagues and federations like UEFA, LFP, FIBA, and CAF.

With 3x year-over-year growth and 100% retention, we're backed by 20VC, Seven Seven Six, and elite athletes like Kevin Durant, Raphaël Varane, Mario Götze, Edouard Mendy, and more. ScorePlay is at the forefront of modern sports storytelling, with its approach to empower organizations through dynamic technology to connect athletes, broadcasters, and sponsors worldwide, empowering organizations to engage fans in real time.