Customer Success Manager

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 key to making our communities productive and cohesive, but inefficiency and bureaucracy is currently the norm. We’re 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’re 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, Microsoft, Civica and others.

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

What You'll Do

This role will be responsible for:

1. 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.
2. 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.
3. Identifying and managing key stakeholder’s within each customer base to ensure engagement and product utilisation to support value realisation.
4. Detailed understanding of our client’s industry, strategic business needs and help optimise the usage of our platform to achieve their business goals.
5. Supporting NRR (net revenue retention) through contract renewals and identifying opportunities for expansion within existing customers.
6. 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.
7. Maintaining CRM and other systems of record. Reporting and presenting on Customers and your book of business as required.
8. Being a team player - collaborating and contributing to making our processes and methods better as we scale.

Who We're Looking For

1. Experience
   • 2 years 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.
   • Adept at building strong internal and external relationships in order to achieve your desired results.
   • Experienced translating complex data sets into easily digestible client-facing reports and recommended business actions.
   • Experienced communicator when managing customers at different organisational levels.
2. 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.
   • Customer focused - you care about delivering to your commitments.
   • Teamwork- You are a team player, personable, support the Customer Success and wider team.
   • You are ambitious - you want to learn and develop and have an impact.
3. Methods
   • Highly organised; you have a high attention to detail.
   • Data-driven and outcome-focused. You can identify key insights and recommend associated actions.
4. Skills
   • Well developed communication skills: good at listening and completing discovery for problems or opportunities.
   • Can plan, organise self and others, garner support, experiment in order to problem solve.
   • Results orientated, Can manage expectations and understands the importance of delivering to commitments.
   • Comfortable using spreadsheet analysis techniques and summarising into actionable insights.
   • Comfortable in the use of Hubspot or other CRM system.
   • Bachelor’s degree is desirable, or equivalent relevant business experience.

You at Stotles

1. How you'll learn and grow
2. What you will learn

• Customer Success - We exist for our customers. You will also support how we derive insights from our customers.
• Data - We're working with massive amounts of data, from our customers and our product.
• Leadership - Mentor/mentee opportunities as the team grows.

Working at Stotles provides many opportunities to grow.

• Skin in the Game - We provide equity options to our early employees.
• Builder of Networks - We'll create opportunities for you to develop relationships with global leaders.
• Non-Stop Learning - We'll provide ways to help you learn, evolve, and stay sharp.
• Reliable Culture - We're committed to growing the culture you need to feel empowered at work.

• Working with leadership to shape the future of Stotles.
• Talking with and listening to customers, potential customers, partners, and investors.
• Research / data analysis.
• Weekly Commercial Team meeting.
• Bi-weekly product meeting.
• 1-on-1 development sessions.
• Physical & mental wellbeing.
• Social Opportunities.

Next steps

• Check out our interview process
• Click the link below to submit your application.

Apply here

Please reach out to talent@stotles.com if any questions or comments.

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.

25 days vacation + bank holidays

A dedicated learning and development budget.

Office in Central London (Farringdon)

A hybrid working environment.

A work-from-home setup budget of £400.

Monthly affectionately-termed "TeamChills".