Customer Success Manager

Job description

HI THERE, WE'RE STOTLES. https://www.stotles.com/ Stotles is the single platform to grow your public sector business. One tool where you can: create strategy, build pipeline, track tenders and win bids. We help public sector teams move from disconnected workflows, mountains of data, unqualified opportunities and painful collaboration to a single, end-to-end process so you can focus on what really matters. Winning more contracts. We provide AI-enhanced decision-making at every stage of the public sector sales cycle to help you identify the best opportunities, summarise complex information, and automate tedious tasks - so you can focus on strategy and winning bids. Don’t take our word for it! Stotles is used and trusted by public sector teams at Salesforce, Snowflake, Civica, SAP, Palo Alto, Appian, Vodafone, AtkinsRéalis, CGI, Moody’s, Genesys, Splunk, Dun & Bradstreet, UiPath, Zscaler, Zoom and more. Learn more: Working at Stotles https://app.notion.com/p/Working-at-Stotles-260e5f22be564a6280671fe149c703f9?pvs=21 ABOUT THIS ROLE & WHY WE'RE HIRING It's never been a more exciting time at Stotles. Here's why we're looking for you. We're growing our mid-market and enterprise customer base, and our Customer Success team is responsible for making sure every one of those customers gets real, measurable value from Stotles. We're a CS team responsible for the entire customer lifecycle; there's no dedicated onboarding function, product training team, or account management team sitting behind you. Whoever joins will truly own their book of business end to end: from first kickoff call through to renewal and expansion, with the autonomy (and the responsibility) that comes with that. Our customers are largely go to market and sales teams selling into government: Account Executives, Sales Directors, Bid Managers, and Marketing teams. This means you'll need to be comfortable managing commercially minded stakeholders who move fast and expect the same from you. In return, you'll get real ownership over outcomes, a direct commission structure tied to net revenue retention, and the chance to shape what CS looks like as the team grows. Comp Range: £50,000 - £65,000 + commission and an equity options & package tailored to your experience. Most importantly: The typical profile for this role is an experienced mid-market/enterprise SaaS CSM, but we're also open to high potential, adjacent profiles who can show they'd pick this up fast. That's why the range is broad: we're prioritising the best person over a fixed level of seniority. WHAT YOU'LL DO - Own the full customer lifecycle post sale. From sales handover and kickoff, through onboarding, to ongoing account management, renewal and expansion. - Manage a book of business of roughly 25-40 mid-market and enterprise accounts with a book of business of circa £500K-£750K in ARR. - Build and execute strategic account plans; setting a regular meeting cadence, mapping stakeholders from end users through to senior decision makers, and running QBRs that go beyond a usage readout. - Own renewals and upsell for your accounts, working towards an NRR target of 100%+, with a commission structure tied to that outcome. - Go beyond usage metrics to understand real return on investment for each customer. You'll need to know what success actually looks like for each account and why. - Act as the voice of the customer internally, feeding insight back to Product and the wider commercial team to help shape the roadmap and our go to market approach. - Maintain accurate and up to date HubSpot (our CRM) records. - Take on a cross functional work outside your core book, whether that's supporting CS ops, marketing, or process improvement. On a small team, everyone wears more than one hat. WHO WE'RE LOOKING FOR MUST HAVES - Experience in a Customer Success or Account Management role, managing mid-market or enterprise accounts (100+ employee organisations, deals of £6K+ ACV). - A track record of owning commercial outcomes for your accounts: renewals, upsell, or a quota/target of your own. - Experience running the full CS motion at least some of the time: onboarding, product training, and QBRs. - Strong analytical skills; comfortable in spreadsheets, able to turn account data into a clear point of view on account health and next actions for both customers and internal stakeholders. - Confident, credible communicator across all levels of a customer organisation, from end users to senior stakeholders. - Comfortable with a CRM (HubSpot preferred, but experience with any modern CRM is fine). - A genuine interest in taking on work outside the classic CSM remit. NICE TO HAVES - Experience in, or exposure to, UK public sector procurement - understanding what a tender or framework agreement is, and how buyers operate, is a strong bonus. - Customer Success experience in a SaaS company. - Experience managing stakeholders in sales and go-to-market teams. MENTALITY - Customer focused. You genuinely care about your customers getting a return on what they've bought, not just about hitting a usage number. - Commercially minded. You see upsell and renewal as core to the job, not an uncomfortable add on. - Comfortable with ambiguity and able to structure your own work without constant direction. - A team player who'll pitch in on things that aren't technically "yours". Happy to help build out CS ops, training content, or process as we scale. - Unafraid to say "I don't know the answer, but here's how I'd find out." - Ambitious. Keen to learn, develop, and eventually take on more scope as the team and function grow. NEXT STEPS Stage 1 - Intro call: Video. Approx. 20 - 30 minutes. A chance to get to know each other, and chat through your experiences, motivations, and goals. Successful candidates will be asked to complete a short exercise, which you will present at stage 2. Stage 2 - Skills assessment: Video. Approx. 60 minutes (you'll be emailed the task a few days in advance, and have an hour call to go through the task itself. Prep for the task should take no longer than 45 minutes.) Stage 3 - Meet the wider team: In-person. Approx. 60-90 minutes. A chance to get to know the team, make sure we're the right fit for you (and vice versa) and ask any outstanding questions about life at Stotles. We're excited to meet you! STOTLES DATA IN NUMBERS - 8M Procurement notices from UK & EU - 15K UK government organisations - 90K Government policy & strategy documents - 180K Government contacts - 80M Invoices published by the government bodies in UK - 1.5M Government suppliers in UK & EU BENEFITS AND PERKS - Transparent and competitively benchmarked salaries - Equity dependent on experience - A generous health cash plan (Covers dental, optical, physical therapy, consultations, etc.) - A personal health, wellness, and development allowance of £130/month to spend on gym memberships, therapy, yoga classes... any experience that keeps your mind and body healthy. - 25 days vacation + bank holidays - A dedicated learning and development budget you can use for books, conferences, courses, events - Office in Central London (Farringdon) - A hybrid working environment with 3-5 days in office for Commercial and Ops and 1-2 days for Product and Engineering and flexible work-from-home opportunities - A work-from-home setup budget of £400 you can use for these items: a keyboard, monitor, mouse, office chair, desk, headphones - Monthly affectionately-termed "TeamChills™️": our in-person team-bonding socials covering anything from mini-golf, to communal taco-eating and summer picnics