Customer Success Manager; Ops

Customer Success Manager (Live Ops) – Join in Live

Hybrid (remote + regular London meetings) | Full-time

Join in Live helps rights holders, broadcasters, clubs and brands keep the conversation in their own ecosystem — making the phone a companion, not a distraction. We run interactive “Buffs” (polls, predictions, quizzes, ratings, chat and leaderboards) alongside live sport and entertainment, and turn that engagement into sponsor-ready reporting and audience insight.

We’re looking for a Customer Success Manager (Live Ops) to make sure every pilot and rollout runs smoothly, delivers measurable results, and turns into repeat business.

• Own partner onboarding and delivery: scope the trial, agree success metrics, plan the run‑of‑show, and get everything ready for matchday/showday.
• Run live operations: coordinate pre‑event checks, manage the live dashboard, keep the experience flowing, and troubleshoot calmly when things don’t go to plan.
• Produce sponsor‑ready reporting: participation, time‑in‑experience, engagement insights, what worked/what didn’t, and clear recommendations for the next event.
• Be the “voice of the partner” internally: capture feedback, translate it into clear requirements, and work with our product/engineering team (delivered via dev Blink AI) to improve the platform.
• Help turn pilots into case studies: support light client comms, success stories, and repeatable “pilot‑in‑a‑box” playbooks.

• Experience in customer success, account management, implementation, live ops, digital production, or running time‑sensitive online experiences (sport/media is a plus).
• Excellent organisation and written communication (you can turn messy notes into a clean plan and a clear report).
• Calm under pressure: you’re steady when things go live.
• Comfortable with data: you can interpret engagement metrics and explain them in plain English to non‑technical stakeholders.
• Strong stakeholder management: you can deal confidently with commercial, product and operational people on the partner side.

• Experience in sports media, broadcast, streaming, events, fan engagement, or ad/sponsorship activation.
• Familiarity with moderation, community tooling, or brand safety for live experiences.
• Comfort working across time zones (some partners may be outside the UK).

• Hybrid: mostly remote, with regular London meetings.
• Flexibility required: some events happen evenings/weekends (we plan around this and time‑off is balanced).

• Salary: £35,000–£40,000 depending on experience, plus bonus and potential equity/options.
• Equipment and travel covered for agreed meetings/events.