Senior Customer Success Manager

💭 About Stotles

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

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.

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 motivated, analytical, and ambitious customer focused 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 influence what Customer Success best practices at Stotles as we scale.

💷 Compensation Range: £55,000 - £70,000 base salary (dependent on experience) with an additional options equity grant worth 10-20% of salary and competitive benefits package.

🔨 What You'll Do

You'll work closely with senior stakeholders from a portfolio of Stotles' most strategic accounts. Whilst continually learning, you’ll be inspired to ask questions and challenge the status quo whilst remaining focused on delivering value to our customers using the Stotles product, ultimately becoming a trusted advisor that delivers the best-in-class service for which Stotles is known.

This role will be responsible for:

• Working with Customer’s 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.
• 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.
• Identifying and managing key stakeholder’s within each customer base to ensure engagement and product utilisation to support value realisation. Garnering support and escalating when needed to ensure positive outcomes for Customer and Stotles, through correct usage of Stotles product.
• Detailed understanding of our client’s industry, strategic business needs and help optimise the usage of our platform to achieve their business goals.
• Supporting NRR (net revenue retention) through contract renewals and identifying opportunities for expansion within existing customers.
• 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.
• Maintaining CRM and other systems of record. Reporting and presenting on Customers and your book of business as required eg internal and external review meetings.
• Being a team player - collaborating and contributing to making our processes and methods better as we scale.

⌨️ Who We're Looking for:

Experience:

• 3-5 years+ experience in a customer success role at a SaaS company managing large corporate 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 and overcome challenges in this process.
• Adept at building strong internal and external relationships in order to achieve your desired results. Understands the importance of relationships as it relates to engagement, renewals and expansion.
• Experienced translating complex data sets into easily digestible client-facing reports and recommended business actions.
• Experienced communicator when managing customers at different organisational levels in the context of managing problems and qualifying opportunities.

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.
• Customer focused - you care about delivering to your commitments to help our Customers.
• Teamwork- You are a team player, personable, support the Customer Success and wider team, accept coaching and training, bring your personality and individuality to work and add to our positive culture.
• You are ambitious - you want to learn and develop and have an impact. and are prepared to work hard and have fun doing so.

Methods:

• Highly organised; you have a high attention to detail and don’t let things fall through the cracks. High on results orientation and delivering to commitments.
• Data-driven and outcome-focused. You can identify key insights and recommend associated actions, gain agreement and track resulting outcomes.

Skills:

• Well developed communication skills: good at listening and completing discovery for problems or opportunities, excellent written communication skills, articulate and comfortable presenting formally or informally.
• Can plan, organise self and others, garner support, experiment in order to problem solve and uncover opportunities - all towards driving positive outcomes for Customer and Stotles.
• Results orientated, Can manage expectations and understands the importance of delivering to commitments.
• Comfortable using spreadsheet analysis techniques and summarising into actionable insights for customers ( or internal teams). Able to distill the key actions and conclusions from analysis towards positive outcomes. Can ‘see the wood from the trees’ and figure out the ‘critical few’ activities Vs the ‘insignificant many’ in order to get results.
• Comfortable in the use of Hubspot or other CRM systems.
• Bachelor’s degree is desirable, or equivalent relevant business experience. Ability to engage, learn, participate and contribute at a professional business level.

📆 What you'll do in a typical week

• 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 we 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 our local area in Farringdon!

📄 Next steps

🔎 Check out our interview process:

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. 20-minute. A chance to get to know each other, and chat through your experiences, motivations, and goals.
• Stage 2 - Interview with CS Team Manager: Approx. 45 min deep dive into your experience and skills. Successful candidates will be asked to complete a short exercise, which you will present at stage 3.
• Stage 3 - A skills assessment with the Customer Success Team: Approx. 60 minutes (you'll be emailed the task a few days in advance, and have an hour and 15 minute call to go through the task itself. Prep for the task should take no longer than 45 minutes).
• Stage 4 - Meet the team: In-person/video call. Approx. 60 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.

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