Customer Success Lead

About Us

At Monterosa, we create powerful audience engagement experiences that connect some of the world’s biggest brands with their fans in real time. With over two decades of technical innovation, our platform blends interactivity, gamification, and data to drive meaningful participation at scale. Headquartered in the UK with a growing international presence, we’re a collaborative, forward-thinking team passionate about building impactful digital products and delivering exceptional customer experiences.

About the job

As part of the Success and Support team, you will own the daily relationship with a portfolio of customers - understanding their goals translate data into strategic recommendations that drive platform adoption and customer health. You will work closely with Account Management and Commercial to focus on renewals and identify expansion opportunities.

Key Responsibilities:

Customer Relationships

• Own the day-to-day relationships with a portfolio of customers 

• Organise and lead regular business reviews (MBRs/QBRs), sharing engagement data, platform insights, and growth opportunities

• Become a trusted advisor who understands each customer's commercial goals 

• Work closely with Account Management on renewals, expansion signals and escalations

• Consistent customer contact cadence: keep a clear rhythm of check-ins across portfolio, so no account goes quiet

Platform Adoption

• Drive active use of the Platform across your customers

• Use data to build plans and recommendations to increase adoption that works toward the customer's goal

• Deliver platform demos and walkthroughs for new experiences and product updates

• Share product feedback and customer insight with the Product team

Data and Insight

• Use Fantenna engagement reporting to produce insight and recommendations

• Support the automation and delivery of the Engagement Reporting across all customers 

• Maintain accurate account records, renewal forecasting and activity logs in Attio (CRM)

Commercial Growth

• Work alongside Account Management to identify expansion opportunities

• Be the first point of contact for Commercial queries across your customer base

• Support renewal conversations and flag risks early to Account Management 

• Identify expansion opportunities and help build the commercial case

Cross-functional

• Work closely with the wider Success & Support team, ensuring smooth delivery-to-live transition, proactive engagement once live, and resolving issues quickly 

• Feed customer insight into Product and Commercial

About you

• 3+ years in a Customer Success role, ideally in a tech or SaaS business

• Background in sport, media or entertainment, or a genuine fan

• Comfortable owning a book of business, including renewal conversations, upsell opportunities, and account health tracking, not just service delivery

• Strong verbal and written communicator, comfortable presenting to and building relationships with senior stakeholders

• Fast product uptake, including in preview and beta: being able to understand the value proposition and open relevant conversations with customers

• Able to convey ideas and messaging succinctly in a deck 

• Advice-led and Data-driven: confident reading engagement metrics and turning them into advice for customers

• Highly organised and agile - able to manage a portfolio of accounts with different needs and timelines

• Experience with a CRM platform 

• A second language (German or Spanish) would be a strong advantage