Customer Success Manager

At Right Formula, we enable brands to push the limits of sports marketing through a unique blend of expertise, ingenuity and agility that we call the Right Formula. Our complete 360-degree service offering takes brands from partnership identification through to the delivery of fully integrated marketing strategies. With offices in the UK and the US, we support clients worldwide, helping them to accelerate growth through the power of sport. 

Role overview 

Right Formula is seeking a Customer Success Manager to support and grow long-term client relationships within our Digital Technology arm. This role is responsible for ensuring clients realise value from our digital and technology engagements, acting as the primary relationship owner and a critical link between clients and delivery teams. 

You will work with senior client stakeholders, internal delivery teams, and commercial leads to drive adoption, satisfaction, and retention across a portfolio of strategic accounts. 

Client success & relationship management 

·      Own the day-to-day client relationship for assigned digital and technology clients 

·      Act as the primary point of contact for client health, satisfaction, and value realisation 

·      Build trusted relationships with senior client stakeholders (Marketing, Digital, Technology, Product) 

Delivery assurance 

·      Partner closely with product and technical teams to ensure engagements are on track 

·      Proactively identify risks to delivery, adoption, or satisfaction and drive resolution 

·      Bridge communication between clients and technical teams 

·      Working closely with the product team, support in converting client objectives into structured requirements and feature prioritisation decisions 

Adoption & value realisation 

·      Ensure clients are fully adopting delivered solutions, platforms, or capabilities 

·      Translate delivery outputs into tangible business outcomes for clients 

·      Run regular success reviews and health checks 

Retention & growth support 

·      Support renewals through strong relationship ownership and demonstrated value 

·      Identify upsell and cross-sell opportunities and collaborate with commercial leads 

·      Contribute to account planning and long-term client growth strategies 

·      Identify account growth opportunities 

Customer success operations 

·      Maintain accurate account notes, success plans, and health metrics 

·      Contribute to the development of processes, playbooks, and best practice 

·      Provide feedback to delivery and leadership on client needs and market signals 

Skills & experience 

Essential 

·      Experience in Customer Success, Account Management, or Client Services 

·      Experience working with digital, technology, or consultancy-led services 

·      Strong stakeholder management skills with senior client audiences 

·      Proven ability to manage multiple accounts in parallel 

·      Commercial awareness and comfort supporting retention and growth conversations 

Desirable 

·      Experience in digital transformation, martech, data, cloud, or platform implementations 

·      Agency, consultancy, or hybrid services/product background 

·      Exposure to renewal or expansion motions (even if not quota-carrying) 

·      Familiarity with CS tooling (e.g. CRM, health scoring, success planning)

·      Agile delivery familiarity 

Personal attributes 

·      Highly organised and proactive with the ability to manage multiple workstreams effectively 

·      Comfortable operating in ambiguity and fast-growth environments 

·      Confident communicator who can challenge constructively 

·      Client-first mindset with strong internal collaboration skills