Customer Success Manager

About Stotles

Stotles is a comprehensive platform designed to enhance public sector business growth by integrating strategy creation, pipeline development, tender tracking, and bid management into a single solution. By leveraging AI-driven insights, Stotles streamlines decision-making throughout the public sector sales cycle, enabling teams to focus on strategy and securing more contracts. Trusted by leading public sector teams across renowned companies such as Salesforce, Snowflake, SAP, and Vodafone, Stotles transforms scattered workflows and extensive data into a unified, efficient process.

Role Overview

We are expanding our mid-market and enterprise customer portfolio and seek an experienced Customer Success Manager to fully own the customer journey—from initial handover through onboarding, account management, renewal, and growth. This position offers autonomy and responsibility over a book of business consisting of approximately 25-40 mid-market and enterprise accounts, managing annual recurring revenue between £500K and £750K. You'll be interacting with commercially driven stakeholders in sales and marketing, focusing on delivering measurable value from Stotles.

Key Responsibilities

• Manage the entire post-sale customer lifecycle, including sales handover, onboarding, account management, renewals, and expansion.
• Maintain a strategic account plan by establishing a regular meeting rhythm, identifying stakeholders from end-users to executives, and conducting comprehensive quarterly business reviews beyond simple usage reports.
• Drive account renewals and upsell opportunities to meet or exceed a net revenue retention goal of 100%, supported by a commission structure linked to these outcomes.
• Understand and measure each customer's true return on investment to define and achieve their specific success metrics.
• Act as the customer's advocate internally by sharing valuable insights with product and commercial teams to influence roadmap and go-to-market strategies.
• Keep HubSpot CRM records accurate and current.
• Contribute to cross-functional initiatives outside core account responsibilities, such as customer success operations, marketing, or process improvements, embracing a flexible team approach.

Candidate Requirements

• Proven experience in customer success or account management roles handling mid-market or enterprise clients (organisations with 100+ employees and deals over £6K annual contract value).
• Demonstrated responsibility for commercial results including renewals, upselling, or meeting assigned quotas.
• Familiarity with full customer success workflows including onboarding, product training, and conducting substantive quarterly business reviews.
• Strong analytical capabilities, comfortable working with spreadsheets to interpret account data and inform actionable strategies for clients and internal teams.
• Effective communication skills with confidence engaging stakeholders at all organizational levels.
• Experience using modern CRM systems, preferably HubSpot.
• Willingness to undertake additional responsibilities beyond traditional customer success duties.

Preferred Qualifications

• Exposure to or experience with UK public sector procurement processes, including knowledge of tenders and framework agreements.
• Previous success in SaaS company customer success roles.
• Experience managing relationships with sales and go-to-market teams.

Personal Attributes

• Customer-centric mindset prioritizing client ROI rather than merely usage metrics.
• Commercially savvy with a proactive approach to renewals and upselling as core responsibilities.
• Comfortable handling ambiguity and independently organizing work tasks.
• A cooperative team ethos, eager to assist in wider initiatives such as process development and training content creation.
• Openness to admitting knowledge gaps and proactively seeking solutions.
• Ambition to learn, grow, and expand responsibilities as the company and team evolve.

Recruitment Process

• Stage 1: Introductory video call (20-30 minutes) to discuss background, motivations, and objectives. Selected candidates will receive a short exercise.
• Stage 2: Skills assessment via video call (approx. 60 minutes) focused on the exercise, with prior preparation allowed.
• Stage 3: In-person meeting with the wider team (60-90 minutes) to assess mutual fit and answer questions about working at Stotles.

Company Data Highlights

• 8 million procurement notices from the UK and EU.
• Over 15,000 UK government organizations covered.
• Access to 90,000 government policy and strategy documents.
• Contacts to 180,000 government personnel.
• 80 million invoices published by UK government bodies.
• 1.5 million government suppliers across UK and EU.

Compensation and Benefits

• Competitive, transparent salary benchmarking from £45,000 to £65,000, plus commission tied to net revenue retention.
• Equity packages customized to experience levels.
• Comprehensive health cash plan covering dental, optical, physical therapy, and consultations.
• Wellness and personal development allowance of £130 per month for gym, therapy, yoga, or other health-related activities.
• 25 days of vacation plus bank holidays.
• Dedicated budget for learning and development including books, conferences, courses, and events.
• Central London office located in Farringdon, with hybrid working options including 3-5 days in-office for Commercial and Ops roles.
• Work-from-home setup budget of £400 for office essentials.
• Regular team-building social events to foster camaraderie.