Customer Success Manager

About Stotles

Stotles is a comprehensive platform designed to accelerate growth for public sector businesses by consolidating strategy creation, pipeline development, tender tracking, and bid-winning processes into a single integrated tool. Utilizing AI-enhanced decision-making, Stotles streamlines the public sector sales workflow by identifying prime opportunities, simplifying complex data, and automating routine tasks to enable focus on strategy and winning contracts.

Trusted by prominent public sector clients such as Salesforce, Snowflake, Civica, SAP, Vodafone, and others, Stotles provides extensive data including millions of procurement notices, thousands of government organizations, contacts, invoices, and suppliers across the UK and EU.

Role Purpose and Overview

We are expanding our mid-market and enterprise clientele, seeking a Customer Success Manager who will hold end-to-end accountability for a portfolio of customers, handling everything from kickoff post-sale to renewal and expansion. This role demands autonomy and involves commercial responsibility, requiring management of relationships with fast-moving, commercially-minded sales and marketing stakeholders focused on government sectors.

Key Responsibilities

• Manage the entire customer lifecycle after sale, including onboarding, account management, renewals, and expansion.
• Handle a portfolio of approximately 25-40 mid-market and enterprise accounts, representing around £500K-£750K Annual Recurring Revenue.
• Develop and implement strategic account plans with regular meetings, stakeholder mapping, and insightful Quarterly Business Reviews (QBRs) that extend beyond usage statistics.
• Drive renewals and upsell activities aiming for net revenue retention (NRR) targets of 100% or higher, supported by a commission structure.
• Evaluate each customer's real return on investment beyond usage data to define and achieve success criteria.
• Serve as the customer advocate internally, providing feedback to product and commercial teams to influence roadmap and go-to-market strategies.
• Maintain precise and updated records within HubSpot CRM.
• Support cross-functional initiatives beyond core responsibilities, including CS operations, marketing, and process improvements.

Qualifications and Experience

• Proven experience in Customer Success or Account Management overseeing mid-market or enterprise customers (companies with 100+ employees, contracts worth £6K or more).
• Demonstrated ownership of commercial outcomes such as renewals, upsells, or meeting defined sales targets.
• Hands-on experience managing the full customer success cycle, including onboarding, product training, and QBR execution.
• Strong analytical aptitude with proficiency in spreadsheets to interpret account data and recommend actions.
• Effective communication skills to interact professionally across various organizational levels, from end users to executives.
• Familiarity with CRM platforms, ideally HubSpot or other modern systems.
• Willingness to embrace responsibilities beyond the conventional scope of Customer Success roles.

Preferred Attributes

• Exposure to or knowledge of UK public sector procurement processes, tenders, and framework agreements.
• Experience working within a SaaS company.
• Proven ability to manage relationships with sales and go-to-market teams.

Key Personal Traits

• Customer-centric approach prioritizing client ROI over mere usage metrics.
• Commercial acumen recognizing renewals and upsell as integral job components.
• Comfort with ambiguity and self-directed working style.
• A collaborative team player willing to contribute beyond allocated duties such as supporting operations and training development.
• Honest and resourceful problem-solver unafraid to admit gaps in knowledge with a plan to resolve them.
• Ambitious mindset with eagerness for professional growth and expanding responsibilities.

Recruitment Process

The hiring procedure includes an initial 20-30 minute video introduction call, a skills assessment video call lasting about 60 minutes (preceded by a short preparation exercise), and a final 60-90 minute in-person meeting with the broader team to ensure mutual fit.

Benefits and Compensation

• Competitive salary ranging from £50,000 to £65,000 plus commission and equity options tailored to experience.
• Transparent salary benchmarking.
• Comprehensive health cash plan covering dental, optical, therapy, and consultations.
• Monthly wellness allowance (£130) for gym, therapy, yoga, or wellness activities.
• Generous leave allowance including 25 days vacation plus bank holidays.
• Dedicated learning & development budget for professional growth.
• Office located in Central London with a hybrid working model offering flexibility and remote work options.
• Work-from-home equipment budget (£400) for essential office setup items.
• Regular team social events promoting bonding and engagement.