Location: RemoteReporting to: CROScope: Tier 1 accounts + Customer Success team leadershipAbout StorytellerStoryteller 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 RoleWe’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 accountsBuild strong relationships across product, content, and commercial stakeholdersDrive adoption and ensure customers realise clear value from StorytellerIdentify risks early and proactively manage account healthIdentify and develop expansion opportunities, shaping them with the customer before handing off to Sales to run the commercial processTeam Leadership (Coach)Act as the senior layer within Customer SuccessSupport and guide CSMs on account strategy, prioritisation, and executionImprove consistency and quality across customer interactionsHelp define and embed best practices, processes, and ways of workingProvide input on hiring, onboarding, and development of the CS teamCommercial Contribution (Not Ownership)Contribute to Net Revenue Retention (NRR) through strong account managementSurface and qualify expansion opportunities within accountsPartner closely with Sales to ensure smooth handoff and high-quality deal contextMaintain clear visibility on account status, risks, and opportunitiesWhat Success Looks LikeFirst 90 daysSmooth transition of Tier 1 accounts with strong customer confidenceClear understanding of current CS structure, gaps, and opportunitiesActing as a reliable escalation and decision-making layerEarly identification of expansion opportunities across key accounts6–12 monthsStrong retention across Tier 1 accountsConsistent flow of high-quality expansion opportunities into SalesClear structure and improved quality across the CS teamReduced reliance on CRO for day-to-day account involvementWho This Role Is ForThis role is a great fit if you:Have experience managing high-value SaaS accountsAre comfortable working commercially, even if not directly closing dealsHave partnered closely with Sales on expansion or upsell motionsHave experience mentoring or leading others (formally or informally)Can balance strategic thinking with hands-on executionAre confident working with senior stakeholders in complex organisationsWhat Matters MostStrong ownership and accountabilityCommercial awareness (knowing how value translates to revenue)Ability to identify and shape opportunities, not just react to requestsClear communication and sound judgmentComfort operating in a fast-moving, evolving environmentWhat Doesn’t MatterFormal management titlesCarrying a hard quota personallyRigid adherence to CS frameworks or playbooksExperience in large, heavily structured organisationsWhy Join StorytellerOwn and shape Customer Success at a critical stage of growthWork directly with leadership on strategy and executionHigh autonomy, real ownership, and visible impactOpportunity to define how Customer Success scales as the company growsRecruitment ProcessOnline Video Interview (short recorded responses to a set of questions)Interview with Charlie (CRO)Follow-up Task & PresentationFinal Interview with CharliePrivacy NoticeWe 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 careers@getstoryteller.com.
