Customer Success Lead

Location: Remote  Reporting to: CRO Scope: Tier 1 accounts + Customer Success team leadership About Storyteller Storyteller is a SaaS platform that helps media companies, sports organisations, and content-driven brands engage their audiences through modern, short-form experiences across their owned and operated platforms. Trusted by some of the most recognised organisations in global media and sport, Storyteller sits at the intersection of content, technology, and audience engagement, helping teams move faster, work smarter, and build deeper relationships with their audiences. The Role 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 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 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 ---------------------- Privacy Notice We process your personal data for recruitment purposes in line with UK data protection law. AI tools may assist in reviewing applications, but decisions are made by our team. We retain data only as necessary for recruitment and compliance. You can request access or deletion of your data at any time by emailing [email protected].