[Hiring] Customer Success Lead @Storyteller

Role Description

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.

What You’ll Do:

• 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
• Team Leadership (Coach)
  • 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
  • Strong retention across Tier 1 accounts
  • 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

• Experience managing high-value SaaS accounts
• Comfortable working commercially, even if not directly closing deals
• Partnered closely with Sales on expansion or upsell motions
• Experience mentoring or leading others (formally or informally)
• Ability to balance strategic thinking with hands-on execution
• Confidence working with senior stakeholders in complex organisations

Requirements

• 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

• Formal management titles
• Carrying a hard quota personally
• Rigid adherence to CS frameworks or playbooks
• Experience in large, heavily structured organisations

Benefits

• 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

Recruitment Process

• Online Video Interview (short recorded responses to a set of questions)
• Interview with Charlie (CRO)
• Follow-up Task & Presentation
• Final Interview with Charlie

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