Head of Customer Success

Stotle Ltd; London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

Stotle Ltd is seeking a Head of Customer Success to enhance customer experience and drive revenue growth within their B2B SaaS platform. The successful candidate will lead a growing team, focusing on effective customer relationships and successful service delivery, in a dynamic and rewarding work environment.

Benefits

Transparent and competitively benchmarked salaries

Equity dependent on experience

Generous health cash plan

Personal health and wellness allowance

25 days vacation plus bank holidays

Learning and development budget

Office in Central London

Hybrid working environment

Work-from-home setup budget

Monthly team bonding socials

Qualifications

• Experience in startup/scale-up environment.
• Proven track record in account management and revenue expansion.
• Experience managing multi-tiered customer success teams.

Responsibilities

• Lead and develop the Customer Success team.
• Drive customer adoption and retention.
• Build account management processes from scratch.

Skills

Customer Obsession

Relationship Building

Team Development

Revenue Expansion

Technical Scaling

Education

Experience in B2B SaaS environment

Tools

Planhat

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Hi 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.

We've recently raised $13M in Series A funding, led by Headline and Acton Capital.

We're using the $13M raise to continue investing in the end-to-end, AI-powered platform which is designed to do one thing: grow revenue public sector teams.

Read the full release here.

Learn more:

Working at Stotles

About this Role & Why We're Hiring

It's never been a more exciting time at Stotles. Here's why we're looking for you.

We're hiring an enthusiastic, strategic and commercially minded individual to lead and develop our Customer Success team.

Our Head of Customer Success will play a critical role within Stotles, ensuring our customers have a world-class experience with us leading to exceptional ROI. This should in-turn lead to world class retention, expansion, and revenue growth at Stotles.

This is a multi-faceted role that will cover a wide swath of responsibilities but will ultimately be focusing on achieving best in class NRR. You'll do this through deepening our key customer relationships via brilliant service, developing the commercial playbook (which you will use at scale) and creating deep product knowledge by collaborating with the Product team.

Crucially, you'll also be leading and developing a growing Customer Success team, focusing on mentoring, nurturing, and enabling them to deliver exceptional results.

Comp Range: £80 - 120K salary with a significant equity grant dependent on experience.

What You'll Do

Stotles is a multi product company, which requires further iteration and evolution of our CS function.

You will steer the team and modify/build processes around the following objectives:

1. "SaaS" Customer Success: drive adoption and value delivery to customers to maximise value to them, and thus NRR via stellar retention/expansion.
2. Customer support: work with Engineering and Product to evolve how we handle issues to ensure stellar service levels
3. Account management: build account management "from scratch" into our ways of working to proactively grow and retain customers

Who We're Looking For
Experience

• Start-up / scale-up experience, ideally of growing a CS team in a Series A+ B2B SaaS organisation
• Experience managing larger, multi-tiered CS teams - we have Senior CSM's, CSM's and Portfolio Success Managers
• Proven track record of successfully driving revenue expansion / account management
• Experience building robust customer relationships
• Experience of using technology to scale - we use Planhat
• Nice to have: Public Sector sales experience

Mentality

• Customer obsessed
• Able to and enthusiastic about getting deep in the product to understand what our customers see
• A coach - you lead from the front and support the team to consistently high performance and continued development
• Open to feedback and happy to collaborate. Aristotle said 'the whole is greater than the sum of it's parts' and that's how we work at Stotles
• Dependable & detail-orientated; deliver on the commitments you make to the team, from the big picture results to the nuanced details

Most importantly, we're looking for curious, ambitious people who love to learn and want to be a part of building something special. If (for any reason) you don't precisely fit our requirements but you're close, don't hesitate to apply!

Next steps

Stage 1 -Intro call: Approx. 30-minute. A chance to get to know each other, and chat through your experiences, motivations, and goals. Successful candidates will be asked to complete a short exercise, which you will present at stage 2.

Stage 2 - Experience interview: Approx 30-45 minutes. Deep dive Q+A interview with one of our founders.

Stage 3 - Communication & Skills Assessment: In-person/video call. Approx. 1 hour. Candidates present results of the exercise to the Stotles team, with time for discussion and other questions. After this, 15-minutes of general conversation/Q&A about Stotles and getting to know the rest of the team.

Stage 4 - Meet the team: In-person. Approx. 90 minutes. A chance to get to know the team, make sure we're the right fit for you (and vice versa) and ask any outstanding questions about life at Stotles.

From here we will make a final decision. We aim to offer successful candidates a role within 3 days subject to reference checks.

We're excited to meet you!

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 3 days in office for Commercial and Ops and 1-2 days for Product and Engineering 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