Customer Success Manager

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Hi there We're Stotles.
Our mission is to unlock the potential of business and government working better, together. We'd love for you to join us on our journey.
The partnership between business and government is vital in making our communities productive & cohesive, but inefficiency and bureaucracy is currently the norm. We are using a modern approach to change this.
Our SaaS platform gives businesses a clear view of opportunities to work with the public sector, and the tools needed to manage them. We are bringing together a massive amount of messy government data to bring clarity and transparency to a space that desperately needs it.
We've seen fantastic traction from industry leading customers such as Salesforce, Vodafone, Insight, Civica and others.
For a more detailed job description, head on over to → this Notion page ←).
About this Role & Why We're Hiring
It's go time. Here's why we're looking for you.
We operate in a sector ripe for technological improvement. Our market is hungry for change.
We're hiring a motivated, analytical, and ambitious individual to engage and delight our customers at every touchpoint. Essentially, we want to make a long-term partnership with Stotles a no-brainer for any customer. Our customer base is growing quickly, so we need somebody excited by the opportunity to get in at the ground floor and help shape what Customer Success at Stotles looks like.
Compensation Range: £40,000 - £60,000 base salary (dependent on experience) with an additional options equity grant equivalent to £5,000-£8,000
What You'll Do
You'll work closely with senior stakeholders from a portfolio of Stotles' most strategic accounts. Whilst continually learning, you'll be inspired to ask questions and challenge the status quo whilst remaining focused on our customer's success using the Stotles product, ultimately becoming a trusted advisor that delivers the best-in-class service for which Stotles is known.
Reporting into the Head of Customer Success, this role will be responsible for:
Working with Customer key stakeholders to identify their business objectives, agreeing success metrics and defining and executing customer success plans to deliver tangible business value to a) ensure renewal and b) realise expansion opportunities.
Managing key touch-points with priority accounts in their customer journey including onboarding new customers and conducting training sessions, designed to meet the individual business needs of each client to achieve fast time to value.
Identifying and managing key stakeholder's within each customer base to ensure engagement and product utilisation to support value realisation. Garnering support and escalating when needed to ensure positive outcomes for Customer and Stotles, through correct usage of Stotles product.
Detailed understanding of our client's industry, strategic business needs and help optimise the usage of our platform to achieve their business goals.
Supporting NRR (net revenue retention) through contract renewals and identifying opportunities for expansion within existing customers.
Act as voice of the customer within Stotles through providing customer feedback and collaborating with the Product and wider Commercial teams to support product improvement.
Maintaining CRM and other systems of record. Reporting and presenting on Customers and your book of business as required eg internal and external review meetings.
Being a team player - collaborating and contributing to making our processes and methods better as we scale.
Who We're Looking For
Experience
Experience in customer success role at a SaaS company managing mid market or enterprise customers with a focus on value realisation and delivering measurable business value.
Deep understanding of core SaaS Customer Success functions; able to deliver on-boarding and user product adoption to drive account health and overcome challenges in this process.
Adept at building strong internal and external relationships in order to achieve your desired results. Understands the importance of relationships as it relates to engagement, renewals and expansion.
Experienced translating complex data sets into easily digestible client-facing reports and recommended business actions.
Experienced communicator when managing customers at different organisational levels in the context of managing problems and qualifying opportunities.
Mentality
Track record of showing initiative, and able to find ways to get things done when ambiguity is high.
Unafraid to say, "I don't know the answer. But I have a few ideas on how we can find out".
Able to listen, think logically, strategically, and tactically to solve complex problems and drive product / process improvement.
Customer focused - you care about delivering to your commitments to help our Customers
Teamwork- You are a team player, personable, support the Customer Success and wider team, accept coaching and training, bring your personality and individuality to work and add to our positive culture.
You are ambitious - you want to learn and develop and have an impact. and are prepared to work hard and have fun doing so.
Methods
Highly organised; you have a high attention to detail and don't let things fall through the cracks. High on results orientation and delivering to commitments.
Data-driven and outcome-focused. You can identify key insights and recommend associated actions, gain agreement and track resulting outcomes.
Skills
Well developed communication skills: good at listening and completing discovery for problems or opportunities, excellent written communication skills, articulate and comfortable presenting formally or informally.
Can plan, organise self and others, garner support, experiment in order to problem solve and uncover opportunities - all towards driving positive outcomes for Customer and Stotles.
Results orientated, Can manage expectations and understands the importance of delivering to commitments
Comfortable using spreadsheet analysis techniques and summarising into actionable insights for customers ( or internal teams). Able to distill the key actions and conclusions from analysis towards positive outcomes. Can 'see the wood from the trees' and figure out the 'critical few' activities Vs the 'insignificant many' in order to get results.
Comfortable in the use of Hubspot or other CRM system.
Bachelor's degree is desirable, or equivalent relevant business experience. Ability to engage, learn, participate and contribute at a professional business level.
Most importantly, we're looking for curious, ambitious people who love to learn new things. If (for any reason) you don't fit our requirements but you're passionate about our vision, don't hesitate to apply! 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 1-2 days in office 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
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