Head of Customer Success

Stora; United Kingdom; Remote; GBP 70,000 - 90,000; Full time

Job summary

Stora is seeking a Head of Customer Success to lead a growing team in supporting customers and driving retention. This pivotal role involves strategic leadership and process design to ensure customer satisfaction and success, contributing to the company's growth in the self storage software industry.

Benefits

Competitive salary

Remote work

Private health insurance

Pension plan

35 days annual leave

Share options

Apple laptop

WFH budget

In-person meetups

Team retreats

Qualifications

• Experience in leading customer success teams in B2B SaaS environments.
• Confidence working across onboarding and account management.
• Proven ability to design CS processes from scratch.

Responsibilities

• Lead and grow the customer success team.
• Own customer retention and success outcomes.
• Design and scale onboarding and lifecycle processes.

Skills

Strategic thinking

Leadership

Empathy

Communication

Collaboration

Tools

HubSpot

Intercom

Job description

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About Stora

Stora is a self storage software platform at the forefront of a technology-led revolution in the industry. We empower self storage operators to seamlessly manage their businesses, automate processes, and drive revenue growth. In just over 4 years, we’ve helped hundreds of operators around the world process tens of millions in automated payments. Known as innovators in our space, we’re a fast-growing team focused on making self storage better for everyone.

About Stora

Stora is a self storage software platform at the forefront of a technology-led revolution in the industry. We empower self storage operators to seamlessly manage their businesses, automate processes, and drive revenue growth. In just over 4 years, we’ve helped hundreds of operators around the world process tens of millions in automated payments. Known as innovators in our space, we’re a fast-growing team focused on making self storage better for everyone.

Why this role matters

We succeed when our customers do. Our CS team is central to onboarding new operators, supporting them day-to-day, and driving long-term retention and growth. Until now, the function has been shaped by hands-on managers. We're now ready for someone to lead at a higher level.

You’ll step in to lead and scale our customer success team—owning retention, onboarding quality, and team performance. You'll define what great looks like, bring structure to the customer journey, and work cross-functionally to ensure every operator gets maximum value from Stora.

What you’ll do

• Lead and grow our CS team (currently 5 people with room to grow)
• Own customer retention and success outcomes across all accounts
• Design and scale onboarding, check-ins, and lifecycle processes
• Create systems to track customer health and surface expansion opportunities
• Build clear reporting across CS performance, usage, and revenue impact
• Own tooling and workflow decisions
• Represent the customer voice internally and contribute to product direction
• Get hands-on with customers early to build empathy and model excellence
  
  

What you’ll bring

• Strategic thinking and leadership, with a hands-on approach
• Experience leading customer success in a B2B SaaS company
• Confidence working across onboarding, account management, and renewals
• Proven ability to design and implement CS processes from scratch
• Empathy and curiosity—willing to go deep to understand operator needs
• Strong communication and collaboration skills across teams
• Familiarity with tools like HubSpot, Intercom, and analytics dashboards
  
  

Preferred Experience

• Experience leading CS in a startup or scale-up environment
• Experience with Hubspot and Intercom
• Managed or mentored teams of 5+
• Familiar with usage-based SaaS, SMB customers, or vertical SaaS
  
  

Why join Stora

Stora offers a collaborative environment where you’ll have room to grow and lead. We value honesty, humility, and responsibility, and encourage everyone to contribute ideas and take ownership. As a part of Stora, you’ll shape how we serve and grow with our customers in a fast-moving market.

Location

We’re remote-first with a distributed team across the UK and Europe. This role would ideally be based in Northern Ireland to enable easier collaboration with the leadership team, but we’re open to the right candidate elsewhere in the UK or EU.

What we offer

• Competitive salary
• Remote work – with Belfast office access
• Private health insurance for you and your family
• Pension plan
• 35 days annual leave
• Share options, Apple laptop, and WFH budget
• In-person meetups and team retreats
  
  

Next steps

Apply by 27 July 2025. We’re reviewing applications as they come in and will be in touch quickly if it looks like a match.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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