At a Glance
- Tasks: Lead and develop a dynamic Account Management team to drive customer adoption and growth.
- Company: Join a high-growth SaaS company transforming supply chain management across various sectors.
- Benefits: Enjoy a competitive salary, wellness fund, generous holiday, and professional development opportunities.
- Other info: Collaborative culture with exciting team events and a focus on employee well-being.
- Why this job: Make a real impact in a fast-paced environment while shaping customer success strategies.
- Qualifications: Experience in SaaS account management and strong communication skills are essential.
The predicted salary is between 55000 - 60000 £ per year.
Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.
Role Summary
The Commercial Operations Manager is responsible for leading, developing, and operationally enabling the Account Management function (1x Account Manager and 4x Account Executives) to drive strong customer adoption of Tender Management and Marketplace solutions. Reporting into the Head of Commercial – Marketplace, this role provides the operational structure, processes, performance oversight, and strategic discipline required to scale customer adoption and expand overall Marketplace network growth. The role ensures the AM/AE teams deliver clear value to customers through KPI alignment, structured quarterly business reviews, and consistent engagement practices.
Salary offered: £55,000 to £60,000. OTE Allowances: £30k annual bonus scheme (OTE).
Job Responsibilities & Qualifications
- Leadership & Line Management – Lead, coach, and manage the Account Managers and Account Executives, supporting professional development and embedding a high performance culture.
- Conduct regular 1:1s, objective reviews, and skills development plans.
- KPI and target setting for the AM/AE team in collaboration with the Head of Commercial – Marketplace.
- Design, embed, and continuously optimise structured, repeatable account management processes across the commercial team to drive consistency and operational effectiveness.
- Standardise workflows for account planning, usage progression, stakeholder mapping, customer engagement, and value communication.
- Ensure AM/AE consistently and accurately adhere to Salesforce activity logging process, adoption tracking, and KPI visibility.
- Partner with AMs/AEs to define customer KPIs around adoption, publishing behaviour, work packages, and Marketplace utilisation.
- Build and maintain KPI dashboards and reporting processes to support QBRs and ongoing value realisation.
- Support customers in understanding performance vs. expectations, identifying opportunities for adoption growth.
- Develop and maintain QBR templates that highlight adoption progress, KPI insights, product updates, customer recommendations, and next step actions.
- Coach AMs/AEs to deliver high quality, insight driven reviews that reinforce Marketplace value.
- Collaborate with the Marketplace Business Development Team to ensure smooth, structured customer handovers after onboarding.
- Provide AM/AE teams with customer context, adoption priorities, KPIs, and next‑stage engagement needs.
- Maintain clear processes and documentation to ensure customer continuity and adoption stability.
- Act as the operational channel for collecting product enhancement needs, customer suggestions, workflow improvements, and platform feedback surfaced by the AM/AE team.
- Structure and communicate these insights to the Product & Development team, ensuring customer impact is understood.
- Close the loop with customers and internal teams on roadmap plans and feedback outcomes.
- Own scalable customer communication strategy – creation and delivery of the quarterly customer newsletter.
- Work cross functionally to gather product updates, best practices, case studies, usage insights, and Marketplace highlights.
- Ensure newsletter content strengthens customer adoption and ongoing engagement.
- Proactively manage customer health and retention, identifying early signs of disengagement and developing targeted intervention strategies.
- Provide direction and support to the AM/AE team in reducing churn through structured follow ups and value reinforcement workflows.
- Ensure customers successfully transition from onboarding to active usage through structured check‑ins, operational support, and KPI driven follow‑up actions.
- Collaborate with AMs/AEs to diagnose adoption blockers and support intervention strategies.
- Demonstrable experience in SaaS account management, customer success, commercial operations, or a similar discipline.
- Experience managing or supporting commercial teams in a high‑growth environment.
- Strong understanding of KPI frameworks, customer adoption metrics, and data‑driven performance management.
- Excellent communication, coaching, and cross‑functional collaboration skills.
- Ability to structure processes, build documentation, and drive operational consistency.
- Analytical capability to identify trends and guide team action plans.
- High attention to detail, strong organisational skills, and comfort operating in a fast‑paced environment.
- Experience with Salesforce, Monday.com, PowerBI and ChurnZero highly desirable.
What we offer
- Wellness fund or Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance x 3
- 25 days holiday plus 8 Bank Holidays
- Ongoing continual professional development (CPD)
- Holiday purchase Scheme up to 5 days
- 1 paid and 1 unpaid volunteering day
- 24/7 and 365 Days Employee Assistance Programme
- Team and company offsite events
- Specsavers eye care voucher
- Free Tea, Coffee and fruit every week – Basingstoke office
SaaS Commercial Operations Lead — Growth & Adoption in Basingstoke employer: Once For All
Once For All is an exceptional employer that fosters a high-performance culture while prioritising employee growth and well-being. With a strong focus on professional development, competitive salary packages, and generous benefits such as a wellness fund, private medical insurance, and a holiday purchase scheme, employees are empowered to thrive in their roles. Located in Basingstoke, the company promotes a collaborative work environment with regular team events and a commitment to community engagement through volunteering opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land SaaS Commercial Operations Lead — Growth & Adoption in Basingstoke
✨Tip Number 1
Network like a pro! Reach out to people in the SaaS industry, especially those who work at Once For All or similar companies. Use LinkedIn to connect and engage with them; you never know who might give you a heads-up about job openings or even refer you directly!
✨Tip Number 2
Prepare for interviews by understanding the company’s products and services inside out. Dive into their website, read customer reviews, and get familiar with their marketplace solutions. This will help us show that we’re genuinely interested and ready to contribute from day one.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Commercial Operations Lead. Highlight your skills in managing teams, driving customer adoption, and using data to make decisions. We want to showcase our strengths confidently!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping us top of mind. Mention something specific from the conversation to remind them why we’re the perfect fit for the team.
We think you need these skills to ace SaaS Commercial Operations Lead — Growth & Adoption in Basingstoke
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of SaaS Commercial Operations Lead. Highlight your experience in account management and customer success, especially in high-growth environments. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about driving customer adoption and how you can lead our Account Management function. Be specific about your achievements and how they relate to the job.
Showcase Your Analytical Skills:Since this role involves KPI frameworks and data-driven performance management, make sure to include examples of how you've used analytics to drive results in previous roles. We love numbers that tell a story!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Once For All
✨Know Your SaaS Inside Out
Make sure you understand the SaaS landscape, especially in relation to supply chain governance and compliance. Familiarise yourself with Once For All's offerings and how they help customers. This will show your genuine interest and help you articulate how you can drive customer adoption.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in a high-growth environment. Highlight your experience in coaching and developing team members, as well as how you've set KPIs and driven performance. This is crucial for the role of Commercial Operations Manager.
✨Be Data-Driven
Brush up on your understanding of KPI frameworks and customer adoption metrics. Be ready to discuss how you've used data to inform decisions and improve processes in previous roles. This will demonstrate your analytical capability and fit for the position.
✨Prepare Insightful Questions
Think of thoughtful questions to ask about the company's growth strategy, customer engagement practices, and how they measure success. This not only shows your enthusiasm but also helps you gauge if the company aligns with your career goals.
