Customer Success Manager (f/m/d)

Customer Success Manager (f/m/d)

locationLondon, UK
PublishedPublished: 21.9.2022
Full time

💭 About Stotles

 🎖 Our mission is to unlock the potential of business and government working better, together.

The partnership between business and government is vital in making our communities productive & cohesive, but inefficiency and bureaucracy is currently the norm. We are 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 are 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 UiPath, Gitlab, Freshworks, and Tableau.

Learn more:

Working at Stotles

💡 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 highly motivated, innovative individual to engage and delight our customers at every touchpoint, making a long-term partnership with Stotles a no-brainer. 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.

 💷 Comp Range: £40-55k salary with £5-8k in equity depending on previous experience


🔨 What You'll Do

You'll work closely with senior stakeholders from a portfolio of Stotles' most strategic accounts to uncover and solve for their critical business issues using the Stotles product, becoming a trusted advisor that delivers the best-in-class service for which Stotles is known.

Reporting into the Head of Customer Success, this role will be responsible for:

  • Developing Customer Success Plans with our largest accounts, working with key stakeholders to identify their success criteria and implement plans to meet those objectives.
  • Managing key touchpoints with priority accounts in their customer journey (from on-boarding, through QBRs into retention and beyond) to drive customer adoption / engagement and track progress against key measures of success.
  • Crafting our new and growing services offering, working closely with the Stotles CEO & CPO to develop the Stotles product in line with customer feedback to drive ROI.
  • Driving customer engagement with bespoke services, including scoping and delivery of custom research projects.
  • Developing and improving records of all relevant customer artefacts (e.g. proposals, decks, account plans, custom reports etc.).
  • Nurturing and escalating growth opportunities – including customer retention, upsell and referrals.
  • Injecting the voice of the customer into the heart of all decision-making at Stotles, ensuring to close the feedback loop with key stakeholders and creating Stotles advocates.

⌨️ Who We're Looking For

  • Experience
    • 2+ years’ experience in customer facing services or research / business analyst role (e.g. consulting, sales/account management or client services).
    • Bachelor’s degree is desirable, or equivalent business experience.
    • Deep understanding of core Customer Success functions; able to deliver on-boarding and user adoption to drive account health.
    • Extensive experience building strong internal and external relationships.
    • (Good to have) experience translating complex data sets into easily digestible client-facing reports.
    • (Good to have) experience working in a SaaS / start-up environment.
  • 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 and drive product / process improvement.
  • Methods
    • Freakishly organised; able to plan and meet deadlines in line with business and customer requirements.
    • Data-driven and outcome-focused. Able to understand and articulate technical concepts and devise sensible solutions.
  • Skills
    • Excellent interpersonal and communications skills; able to quickly build lasting rapport with people you have just met.
    • Understand the importance of trust-based relationships - with customers, prospects, partners, and colleagues.
    • Able to consistently set and meet deadlines with high attention to detail and personal standards of quality.
    • Highly proficient English (written and spoken).
    • Proficient in the use of Hubspot or other CRM (Salesforce, MS Dynamics etc..).
    • MS Office / equivalent business tools (working knowledge of Excel, Powerpoint, etc).

 📢 Most importantly, we're looking for curious, ambitious people who love to learn new things. If (for any reason) you don't fit our requirements but you're passionate about our vision, don't hesitate to apply!


👉 You at Stotles

  • 📈 How you'll learn and grow

    🧠 What you will learn

    We believe individual learning is extremely important. In addition to a dedicated budget for personal development, here are some of the things you'll learn as you go:

    • Customers Success

      We exist for our customers. You will also support how we derive insights from our customers and translate those to improve the product. This means actually speaking to, understanding, and serving our customers.

    • Data

      We're working with massive amounts of data, from our customers and our product. This gives you the chance to get your hands dirty and play with data using novel techniques and interesting tools.

    • Leadership

      Mentor/mentee opportunities as the team grows.

    🚀 Progression

    Working at Stotles provides many opportunities to grow. This takes shape across positions, teams, and geographies. As an early employee, we're not just hiring you as a Customer Success Manager, but also a future leader of our company. Ipso facto, on-going progression is an integral part of your journey at Stotles.

    We're committed to helping you create avenues for long-term growth - both personal and professional. Here are some progression and growth opportunities we commit to our Customer Success Manager:

    • A Future Leader & Mentor

      As an early-stage company we are always growing and scaling. Evolution is vital. We're committed to supporting your growth and development so you continue to level up your responsibility and impact. We'll entrust you with building and mentoring world-class teams.

    • Skin in the Game

      We provide equity options to our early employees from the get-go, and at key milestones in your journey. You're integral to writing this story with us.

    • Builder of Networks

      We'll create opportunities for you to develop relationships with global leaders across sectors, from VC's, to NGO's, to governments, to companies - for example, through involvement with our growing Customer Advisory Board.

    • Non-Stop Learning

      We'll provide ways to help you learn, evolve, and stay sharp as quickly as the world around us changes - from both technical and non-technical areas - with options for sponsored events, mentoring and independent learning.

    • Reliable Culture

      We're committed to growing the culture you need to feel empowered at work. We'll push you to be ambitious, we'll build trust, and we'll drive impact.

  • 📆 What you'll do in a typical week

    • Working with leadership to shape the future of Stotles - You'll work with the leadership of the company, and you will become a leader. You'll feed learnings into, and be a part of, strategic discussions that determines how Stotles evolves.
    • Talking with and listening to customers, potential customers, partners, and investors - just as it sounds.
    • Research / data analysis - You’ll work closely with Stotles colleagues, customers and data to help end users leverage relevant, actionable insights from the product to drive engagement with / ROI from the app.
    • Weekly Commercial Team meeting - we operate on weekly sprints to discuss outcomes, and plan tasks for the following week.
    • Bi-weekly product meeting - discuss the latest changes to the product and roadmap. We believe everyone should have a say in the direction of the product - and especially you.
    • 1-on-1 development sessions - discuss your progress and career goals as well as us having the chance to give us feedback on how you're finding Stotles life
    • Physical & mental wellbeing - whether it's going to the gym, meditating, or anything else you might spend your wellbeing allowance on!
    • Social Opportunities - we're a hybrid team so organise in-person and virtual team chills to stay connected & have fun. Get ready for Mario Kart tournaments, Wiki-Wars & regular lunch trips to explore the area!

Benefits & Perks

Equality, Diversity & Inclusion

📄 Next steps

  • 🔎 Check out our interview process We're currently running the process in-person, but this is subject to change depending on the COVID situation.

    Click the link below to submit your application. At each stage of the interview process, we'll ensure you have time to ask questions and get to know more about the role and our team. We aim to follow a two-stage process, but this can change form time to time. We'll keep you updated if that happens.

    Stage 1 - Intro call: Approx. 30-minute. 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 - Communication & Skills Assessment: In-person/video call. Approx. 45-minutes. Candidates present results of the exercise to the Stotles team, with time for discussion and other questions. After this, 15-minutes of general conversation/Q&A about Stotles and getting to know the rest of the team.

    Stage 3 - Meet the team: In-person/video call. Approx. 30-45 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.

    From here we will make a final decision. We aim to offer successful candidates a role within 3 days subject to reference checks.

We're excited to meet you!

🤓 Apply here

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

Years of experience

  • Junior