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 careers@getstoryteller.com.

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