At a Glance
- Tasks: Own the customer lifecycle, from onboarding to renewals and upsells.
- Company: Join a fast-growing tech company focused on customer success.
- Benefits: Competitive salary, equity options, health cash plan, and generous vacation.
- Other info: Dynamic team culture with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping customers achieve their goals.
- Qualifications: Experience in Customer Success or Account Management with strong analytical skills.
The predicted salary is between 45000 - 65000 £ per year.
About this Role & Why We're Hiring
It's never been a more exciting time at Stotles. We're growing our mid-market and enterprise customer base, and our Customer Success team is responsible for making sure every one of those customers gets real, measurable value from Stotles. We're a CS team responsible for the entire customer lifecycle; there's no dedicated onboarding function, product training team, or account management team sitting behind you. Whoever joins will truly own their book of business end to end: from first kickoff call through to renewal and expansion, with the autonomy (and the responsibility) that comes with that.
Our customers are largely go-to-market and sales teams selling into government: Account Executives, Sales Directors, Bid Managers, and Marketing teams. This means you'll need to be comfortable managing commercially minded stakeholders who move fast and expect the same from you. In return, you'll get real ownership over outcomes, a direct commission structure tied to net revenue retention, and the chance to shape what CS looks like as the team grows.
Comp Range: £45,000 - £65,000 plus commission and an equity options & package tailored to your experience.
Most importantly: The typical profile for this role is an experienced mid-market/enterprise SaaS CSM, but we're also open to high potential, adjacent profiles who can show they'd pick this up fast. That's why the range is broad: we're prioritising the best person over a fixed level of seniority.
What You'll Do
- Own the full customer lifecycle post sale. From sales handover and kickoff, through onboarding, to ongoing account management, renewal and expansion.
- Manage a book of business of roughly 25‑40 mid‑market and enterprise accounts with a book of business of circa £500K‑£750K in ARR.
- Build and execute strategic account plans; setting a regular meeting cadence, mapping stakeholders from end users through to senior decision makers, and running QBRs that go beyond a usage readout.
- Own renewals and upsell for your accounts, working towards an NRR target of 100%+, with a commission structure tied to that outcome.
- Go beyond usage metrics to understand real return on investment for each customer. You'll need to know what success actually looks like for each account and why.
- Act as the voice of the customer internally, feeding insight back to Product and the wider commercial team to help shape the roadmap and our go‑to‑market approach.
- Maintain accurate and up to date HubSpot (our CRM) records.
- Take on a cross functional work outside your core book, whether that's supporting CS ops, marketing, or process improvement.
Who We're Looking For
Must haves
- Experience in a Customer Success or Account Management role, managing mid‑market or enterprise accounts (100+ employee organisations, deals of £6K+ ACV).
- A track record of owning commercial outcomes for your accounts: renewals, upsell, or a quota/target of your own.
- Experience running the full CS motion at least some of the time: onboarding, product training, and QBRs.
- Strong analytical skills; comfortable in spreadsheets, able to turn account data into a clear point of view on account health and next actions for both customers and internal stakeholders.
- Confident, credible communicator across all levels of a customer organisation, from end users to senior stakeholders.
- Comfortable with a CRM (HubSpot preferred, but experience with any modern CRM is fine).
- A genuine interest in taking on work outside the classic CSM remit.
Nice to haves
- Experience in, or exposure to, UK public sector procurement - understanding what a tender or framework agreement is, and how buyers operate, is a strong bonus.
- Customer Success experience in a SaaS company.
- Experience managing stakeholders in sales and go‑to‑market teams.
Mentality
- Customer focused. You genuinely care about your customers getting a return on what they've bought, not just about hitting a usage number.
- Commercially minded. You see upsell and renewal as core to the job, not an uncomfortable add on.
- Comfortable with ambiguity and able to structure your own work without constant direction.
- A team player who'll pitch in on things that aren't technically "yours".
- Happy to help build out CS ops, training content, or process as we scale.
- Unafraid to say "I don't know the answer, but here's how I'd find out."
- Ambitious. Keen to learn, develop, and eventually take on more scope as the team and function grow.
Next steps
- Stage 1 – Intro call: Video. Approx. 20‑30 minutes. 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 – Skills assessment: Video. Approx. 60 minutes (you'll be emailed the task a few days in advance, and have an hour call to go through the task itself. Prep for the task should take no longer than 45 minutes.)
- Stage 3 – Meet the wider team: In‑person. Approx. 60‑90 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.
We're excited to meet you!
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 3‑5 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
Customer Success Manager employer: Stotles
Stotles is an exceptional employer that prioritises employee growth and well-being, offering a dynamic work culture where you can truly own your customer accounts from start to finish. With competitive salaries, equity options, and a generous health cash plan, employees enjoy a supportive environment in Central London that fosters collaboration and personal development. The hybrid working model and dedicated learning budget further enhance the experience, making Stotles a fantastic place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Stotles. 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 Stotles 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!
We think you need these skills to ace Customer Success Manager
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 Stotles:Your cover letter is your chance to shine! Tell us why you want to work at Stotles 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 Stotles!
How to prepare for a job interview at Stotles
✨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.
