Customer Success Lead
Remote - UK
Why us?
Location: Remote
Reporting to: CRO
Scope: Tier 1 accounts + Customer Success team leadership
SUMMARY
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.
About us
Storyteller is a high growth B2B SaaS platform, which allows companies to integrate Stories into their owned and operated platforms. Popularized by Instagram and Snapchat, Stories are perfectly suited for boosting user engagement, audience retention, and driving advertising revenue.
Our end‑to‑end platform gives companies a best‑in‑class Stories experience in days with native iOS, Android, and Web SDKs, publishing tools, analytics, and ad support.
We work with many globally recognised clients, particularly within sport, so if you're a sporting fan this could be a great fit!
Responsibilities
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
Who This Role Is For
This role is a great fit if you:
Have experience managing high-value SaaS accounts
Are comfortable working commercially, even if not directly closing deals
Have partnered closely with Sales on expansion or upsell motions
Have experience mentoring or leading others (formally or informally)
Can balance strategic thinking with hands-on execution
Are confident working with senior stakeholders in complex organisations
What Matters Most
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
Why Join Storyteller
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
Benefits
33 days’ holiday
High end laptop - macOS or Windows!
Top of the range monitors, headphones, keyboard, mouse and gel rests
Paid training to further your skills
Annual Flu inoculation
Team outings and monthly meets
AFTER 3 MONTHS
Up to £700 to spend on a chair, desk or any other necessary workspace equipment to kit out your home office.
£750 budget every two years to choose your own mobile phone + monthly mobile contract paid for
Enrolment in workplace pension scheme with matched employer contributions
Money towards glasses with Specsavers
AFTER 1 YEAR
Access to the Cycle to Work scheme
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