Customer Success Manager
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Key skills for this role
About the Role
Stotles is hiring a Customer Success Manager to own the full customer lifecycle for mid-market and enterprise accounts in the public sector SaaS space. You will manage renewals, upsell, and strategic account plans.
Key Skills for This Role
Responsibilities
- Own full customer lifecycle post sale: sales handover, kickoff, onboarding, ongoing account management, renewal and expansion
- Manage book of business of roughly 25 40 mid market and enterprise accounts with circa £500K £750K ARR
- Build and execute strategic account plans, set regular meeting cadence, map stakeholders, run QBRs
- Own renewals and upsell for accounts, working towards NRR target of 100%+
- Understand real return on investment for each customer and what success looks like
- Act as voice of customer internally, feeding insight back to Product and commercial team
- Maintain accurate and up to date HubSpot records
- Take on cross functional work outside core book: CS ops, marketing, or process improvement
Requirements
- Experience in Customer Success or Account Management role, managing mid market or enterprise accounts (100+ employee organisations, deals of £6K+ ACV)
- Track record of owning commercial outcomes: renewals, upsell, or quota/target
- Experience running full CS motion: onboarding, product training, and QBRs
- Strong analytical skills; comfortable in spreadsheets, able to turn account data into clear point of view
- Confident, credible communicator across all levels of customer organisation
- Comfortable with a CRM (HubSpot preferred)
- Genuine interest in taking on work outside classic CSM remit
Full Job Posting
About This Role
- Stotles is the single platform to grow your public sector business.
- We're growing our mid market and enterprise customer base, and CS team is responsible for ensuring customers get real value.
- CS team owns entire customer lifecycle; no dedicated onboarding or account management team behind you.
What You'll Do
- Own full customer lifecycle post sale: sales handover, kickoff, onboarding, ongoing account management, renewal and expansion.
- Manage book of business of roughly 25 40 mid market and enterprise accounts with circa £500K £750K ARR.
- Build and execute strategic account plans; set regular meeting cadence, map stakeholders, run QBRs.
- Own renewals and upsell for accounts, working towards NRR target of 100%+.
- Go beyond usage metrics to understand real return on investment for each customer.
- Act as voice of customer internally, feeding insight back to Product and commercial team.
- Maintain accurate and up to date HubSpot records.
- Take on cross functional work outside core book: CS ops, marketing, or process improvement.
Who We're Looking For Must haves
- Experience in Customer Success or Account Management role, managing mid market or enterprise accounts (100+ employee organisations, deals of £6K+ ACV).
- Track record of owning commercial outcomes: renewals, upsell, or quota/target.
- Experience running full CS motion: onboarding, product training, and QBRs.
- Strong analytical skills; comfortable in spreadsheets, able to turn account data into clear point of view.
- Confident, credible communicator across all levels of customer organisation.
- Comfortable with a CRM (HubSpot preferred).
- Genuine interest in taking on work outside classic CSM remit.
Nice to haves
- Experience in or exposure to UK public sector procurement.
- Customer Success experience in a SaaS company.
- Experience managing stakeholders in sales and go to market teams.
Benefits And Perks
- Transparent and competitively benchmarked salaries.
- Equity dependent on experience.
- Generous health cash plan (covers dental, optical, physical therapy, consultations).
- Personal health, wellness, and development allowance of £130/month.
- 25 days vacation + bank holidays.
- Dedicated learning and development budget.
- Office in Central London (Farringdon).
- Hybrid working environment with 3 5 days in office for Commercial and Ops.
- Work from home setup budget of £400.
- Monthly team bonding socials.
Compensation Range
- £45,000 £65,000 + commission and equity options.
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