Customer Success Executive (UK/EU)

About UsECAL is the world’s leading calendar marketing platform. Our smart, dynamic ‘Sync to Calendar’ solution allows event publishers to connect directly with the personal digital calendar of their consumers, to keep them up-to-date, connected and engaged around their events. ECAL is trusted and relied upon by 400+ major brands globally, across professional sports, entertainment, media and streaming, ticketing, venues and stadia, gaming and more, servicing 25+ million users worldwide.Our clients include the likes of Premier League, Formula One, NBA, NHL, NASCAR, World Rugby, World Athletics, England Cricket Board, Volleyball World, LaLiga, FC Barcelona, Liverpool FC, Arsenal FC, Dallas Mavericks, Charlotte Hornets, San Antonio Spurs, and many others. ECAL is headquartered in Melbourne, with a presence in London, Paris, San Francisco, Singapore, Tokyo and Riyadh.Job DescriptionAt ECAL, we’re experiencing high, growing demand for our services, and we know that the key to realising and maintaining this growth is in a high-performing customer success team to deliver best practice adoption and use so as to deliver maximum ROI to our customers.The UK and Europe has grown to be a very significant part of our international business, and we partner with some of the most respected, high-profile and high-performing brands in the region and are looking for a highly motivated, customer-focused individual to join our mission.This is an excellent entry-level opportunity for a passionate and proactive individual looking to build a career in Customer Success within the exciting high-growth SaaS technology space.The ‘Client Success Executive’ will support our broader CS team in managing a portfolio of small to mid-market clients, ensuring they achieve maximum value from our platform. You will be instrumental in driving early-stage adoption, product education, and proactive engagement to ensure long-term client health and retention, with the ability to work autonomously and in a team.Experience in account management, customer support, marketing, sales, and project management will translate well into this Customer Success role. Strong relationship-building, problem-solving, and communication skills are essential. A background in, or a solid understanding of event-based marketing, sports and entertainment business, or SaaS technology platforms will also be very valuable.Key ResponsibilitiesCustomer Relationship & OnboardingOnboarding Support: Assist with the onboarding and implementation of new clients, ensuring a smooth transition from the Sales team and successful initial product setup.Customer Education: Deliver engaging product training sessions to increase client self-service and product adoption.Day-to-Day Triage: Act as the first point of contact for routine customer queries, managing any client support requests and triaging technical issues to the relevant internal teams (Support, Engineering).Health Monitoring: Proactively monitor customer usage and adoption metrics within the assigned portfolio to identify and address early signs of disengagement or 'at-risk' accounts.Growth & Retention SupportSuccess Review Prep: Support Senior CSMs in preparing data and presentations for regular Performance Reviews.Feedback Loop: Act as the voice of the customer internally, collecting user feedback on feature requests and product pain points and communicating these insights to the Product team.Marketing Tasks (CSM-Marketing Alignment)Case Study Identification: Identify successful, referenceable customer stories and liaise with the Marketing team to initiate the creation of new case studies and testimonials.Content Promotion: Promote relevant company content (e.g., new blog posts, feature release videos, best practice guides) directly to customers to encourage deeper platform usage.Webinar / Trade Event Marketing: Assist the Marketing team with logistical planning and promotion for customer-focused webinars, product showcase events, and participation at key trade events and industry promotion.Required Skills and Experience 1-2 years of experience in a customer-facing role (Customer Support, Account Management, or a previous internship) within a B2B environment.A demonstrable passion for digital and mobile technology.A solid understanding of event-based marketing principles, and the digital marketing landscape.Exceptional written and verbal communication skills, with an ability to clearly explain technical concepts.Highly organised, analytical, accurate and comfortable using data (e.g., usage reports) to inform action.Experience with common SaaS management, communications and CRM tools.Must be eligible to work in the UK and regularly attend our London office on a hybrid basis. Interested? What to do nextIf you meet the criteria above, and the role sounds exciting to you, and a wonderful career move, we’d love to hear from you.Please send your CV or a profile link or information to: Will Wright via email: careers@ecal.com