Fully remote working from anywhere in the UK! Exciting high growth product, relied on by leading global brands, particularly within sports. Working with the latest hardware, tech stack and tools. Access to benefits.
We’re hiring a Customer Success Lead to take ownership of our most important customer relationships while helping scale and structure the Customer Success function. This is a player/coach role — not a pure management position. You will lead from the front, owning key accounts while raising the standard across the team. You will directly own a portfolio of Tier 1 accounts, acting as the senior layer within Customer Success, and creating a clear buffer between leadership and day‑to‑day execution.
About us: Storyteller is a high growth B2B SaaS platform, which allows companies to integrate Stories into their owned and operated platforms. Popularized by Instagram and Snapchat, Stories are perfectly suited for boosting user engagement, audience retention, and driving advertising revenue. Our end‑to‑end platform gives companies a best‑in‑class Stories experience in days with native iOS, Android, and Web SDKs, publishing tools, analytics, and ad support. We work with many globally recognised clients, particularly within sport.
Responsibilities
- Account Ownership (Player)
- Own a portfolio of Tier 1 / strategic accounts
- Build strong relationships across product, content, and commercial stakeholders
- Drive adoption and ensure customers realise clear value from Storyteller
- Identify risks early and proactively manage account health
- Identify and develop expansion opportunities, shaping them with the customer before handing off to Sales to run the commercial process
- Act as the senior layer within Customer Success
- Support and guide CSMs on account strategy, prioritisation, and execution
- Improve consistency and quality across customer interactions
- Help define and embed best practices, processes, and ways of working
- Provide input on hiring, onboarding, and development of the CS team
- Commercial Contribution (Not Ownership)
- Contribute to Net Revenue Retention (NRR) through strong account management
- Surface and qualify expansion opportunities within accounts
- Partner closely with Sales to ensure smooth handoff and high‑quality deal context
- Maintain clear visibility on account status, risks, and opportunities
What Success Looks Like
- First 90 days
- Smooth transition of Tier 1 accounts with strong customer confidence
- Clear understanding of current CS structure, gaps, and opportunities
- Acting as a reliable escalation and decision‑making layer
- Early identification of expansion opportunities across key accounts
- 6–12 months
- Consistent flow of high‑quality expansion opportunities into Sales
- Clear structure and improved quality across the CS team
- Reduced reliance on CRO for day‑to‑day account involvement
Qualifications
This role is a great fit if you:
- Have experience managing high‑value SaaS accounts
- Are comfortable working commercially, even if not directly closing deals
- Have partnered closely with Sales on expansion or upsell motions
- Have experience mentoring or leading others (formally or informally)
- Can balance strategic thinking with hands‑on execution
- Are confident working with senior stakeholders in complex organisations
What Matters Most
- Strong ownership and accountability
- Commercial awareness (knowing how value translates to revenue)
- Ability to identify and shape opportunities, not just react to requests
- Clear communication and sound judgment
- Comfort operating in a fast‑moving, evolving environment
What Doesn’t Matter
- Carrying a hard quota personally
- Rigid adherence to CS frameworks or playbooks
- Experience in large, heavily structured organisations
Why Join Storyteller
- Own and shape Customer Success at a critical stage of growth
- Work directly with leadership on strategy and execution
- High autonomy, real ownership, and visible impact
- Opportunity to define how Customer Success scales as the company grows
IMMEDIATE BENEFITS
- High end laptop - macOS or Windows!
- Top of the range monitors, headphones, keyboard, mouse and gel rests
- Paid training to further your skills
- Annual Flu inoculation
- Team outings and monthly meets
AFTER 3 MONTHS
- Up to £700 to spend on a chair, desk or any other necessary workspace equipment to kit out your home office.
- £750 budget every two years to choose your own mobile phone + monthly mobile contract paid for
- Enrolment in workplace pension scheme with matched employer contributions
- Money towards glasses with Specsavers
AFTER 1 YEAR
- Access to the Cycle to Work scheme
Customer Success Lead Account Management Remote - UK employer: Storyteller
At Storyteller, we pride ourselves on being an excellent employer by fostering a dynamic and collaborative work culture that empowers our employees to take ownership of their roles. As a remote UK-based company, we offer flexible working arrangements, competitive benefits, and ample opportunities for professional growth in the rapidly evolving field of AI operations. Join us to be part of a forward-thinking team that values innovation and practical outcomes, making a meaningful impact in the SaaS industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead Account Management Remote - UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Storyteller. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Storyteller before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Storyteller:Your cover letter is your chance to shine! Tell us why you want to work at Storyteller specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Storyteller!
How to prepare for a job interview at Storyteller
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
