Sales and Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take full ownership of the customer journey from qualified lead to renewal and expansion.

• Establish handoff procedures among Business Development, Technical Consulting, and Customer Success.

• Ensure pipeline transparency and generate precise revenue forecasts for the leadership team.

• Discover and pursue upsell and cross-sell possibilities within the current customer base.

• Lead and nurture a team across Business Development, Technical Consulting, and Customer Success.

• Set individual KPIs and conduct regular performance evaluations.

• Foster accountability, teamwork, and ongoing enhancement throughout the team.

• Mentor the Business Development Executive on complex or high-value transactions.

• Personally engage in senior prospect discussions for strategic accounts.

• Maintain CRM discipline and uphold a consistent sales methodology.

• Manage renewal rates and Net Revenue Retention across the product portfolio.

• Oversee customer health and handle escalations for at-risk accounts.

• Provide customer insights to Product Managers.

• Collaborate with Marketing Operations on renewal communication and re-engagement initiatives.

• Work together with Marketing Product Managers on Ideal Customer Profile (ICP), target verticals, and sales enablement strategies.

• Share market intelligence to guide product roadmap priorities.

• Ensure consistent messaging and positioning for effective go-to-market execution.

⛳️ Requirements

• 2–4 years of experience in B2B SaaS commercial roles.

• A minimum of 2 years in a managerial position.

• Demonstrated success in new business acquisition and customer retention with quantifiable outcomes.

• Experience in education, legal, corporate, or document management sectors is highly beneficial.

• Strong proficiency in CRM systems, including webCRM or similar platforms.

• Proven experience in promoting team-wide CRM utilization.

• Knowledge of SaaS metrics such as ARR, NRR, CAC, LTV, churn rate, and customer health scoring.

• Capable of utilizing pipeline data to create clear and reliable forecasts.

• A confident communicator who can present to leadership and engage with senior clients.

• Self-sufficient and hands-on in approach.

• Data-driven mindset supported by CRM evidence.

• Comfortable establishing processes in a transformation environment.

• A degree in Business, Technology, or a related field is preferred but not mandatory.

🏝️ Benefits

• Performance-based compensation with a variable component linked to measurable results.

• A role with significant influence where you will shape the commercial function for ITS’s expanding SaaS portfolio.

• Direct impact on revenue outcomes supported by a strong leadership team.

• A well-established customer base and proven products as your foundation.

• A collaborative team environment with a family spirit.

• Opportunities for personal development.