Senior Customer Success Manager, Stotles
£55-70k
+ Equity grant worth 10-20% of salary
A platform to streamline public sector sales
Open for applications
A platform to streamline public sector sales
21-100 employees
Open for applications
£55-70k
+ Equity grant worth 10-20% of salary
21-100 employees
Company mission
Stotles' mission is to create a world where business and government work better, together.
Role
Who you are
- 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
- 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
- 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
- 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 system
- Bachelor’s degree is desirable, or equivalent relevant business experience. Ability to engage, learn, participate and contribute at a professional business level
What the job involves
- 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
- 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
- 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
Salary benchmarks
Our take
Stotles is aiming to break down the barriers to government contracting, so more firms can compete for public sector contracts, not just those with the right contacts.
They do this by using lots of government data to identify business opportunities in the public sector, and match them with the companies on their platform. The platform, which gets its name from Aristotle, enables suppliers to follow indicators, track potential contract renewals, monitor buyers, and monitor competitors.
The founders have been at the intersection of public and private sectors, at firms such as the World Economic Forum, Boston Consulting Group, and Bloomberg. They have experienced the pain of bidding for public work beforehand, which gave them the idea.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Nice people
"I've worked in several startups before and Stotles is the nicest bunch thus far! Given our size, and how closely we work together..."
Funding (last 2 of 3 rounds)
Jun 2022
$6.7m
SEED
Jan 2022
$0.5m
GRANT
Total funding: $8.8m
Company benefits
- Equity options dependent on experience
- 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.
- A dedicated learning and development budget you can use for books, conferences, courses, events
- Monthly affectionately-termed "TeamChills™️": our in-person team-bonding socials covering anything from mini-golf, to communal taco-eating and summer picnics
- A work-from-home setup budget of £400 you can use for these items: a keyboard, monitor, mouse, office chair, desk, headphones
- A generous health cash plan (Covers dental, optical, physical therapy, consultations, etc.)
- 25 days holiday (excl. bank holidays)
- A hybrid working environment with 1-2 days in office and flexible work-from-home opportunities
Company values
- Be ambitious: you think beyond yourself and your role, you always opt for optimism, and curiosity is your middle name.
- Build trust: you share your success with the team, you embrace and learn from failures, and you default to communicating with transparency.
- Drive impact: you bias towards action and take the initiative, you own your outcomes, and you speak up with bright ideas
Company HQ
Farringdon, London, UK
Articles
Leadership
Carsten Schaltz
(CPO)Previously worked in Product at DueDil. Prior to that, worked as a Consultant at BCG. Also has an MBA from LBS
Taj Kamranpour
(COO)Serial entrepreneur and ex Fat Llama, Kinross, WINETA. Also has an MBA from LBS
John Witt
(CEO)Previously Consultant for the World Economic Forum and Founder of Finclusive, a start-up connecting a network of financial-service professionals seeking opportunities for pro-bono work with individuals & families seeking no-cost personal finance tools & education. Also has an MBA from LBS
People progressing
Joined Stotles in 2022 as a Growth Associate, and has since been promoted to Growth Marketing Manager in early 2024.
Joined Stotles as a Customer Success Manager in November 2022, and was promoted to Senior Customer Success Manager in January 2024.
Diversity, Equity & Inclusion at Stotles
John Witt (CEO)
- ED&I is both important *and* urgent — in the short-term and long-term. It must not take a back seat.
- The phrase "Equality, Diversity, & Inclusion" (ED&I) refers to our initiative to create a well-rounded workforce and an environment where everyone has the opportunity to be the best version of themselves - no matter who we are, where we're from, or what we look like
- How we define equality: We view equality as the fairness of opportunity to contribute to the mission of Stotles - regardless of traits and characteristics of a person.
- How we define diversity: We view diversity as the traits and characteristics that make people unique. Gender, race, ethnicity, age, origin, religion, sexual orientation, and disability are some examples of how we are diverse at Stotles. We also consider diversity as differences in experiences and ways of thinking. Sometimes we can see things that make us diverse and sometimes we can't.
- We view inclusion as the behaviors, processes, systems, and norms that ensure all unique people feel welcome, and feel ownership of our mission, regardless of their background
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