Customer Success Manager

Customer Success Manager LocationLondon OfficeEmployment TypeFull timeLocation TypeHybridDepartmentCommercialCustomer SuccessCompensation£45K – £65K • Offers Equity • Offers CommissionHi there, We're Stotles.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 StotlesAbout this Role & Why We're HiringIt'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: £45,000 - £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 DoOwn 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 ForMust havesExperience 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...