Commercial Success Manager

Info Technology Supply Ltd is a well-established software company with a 30+ year track record, offering cloud-based SaaS, on-premise software, and professional services. We are transforming our business — building digital marketing capabilities, launching proprietary SaaS products, and growing recurring revenue across our target markets.

This is a player‑manager role for someone who can lead a small commercial team while staying personally active in key deals and customer relationships.

You will own the full customer lifecycle, new acquisition, implementation, retention, and expansion; working alongside the Marketing Product Managers who define product strategy and positioning. Where they set the product direction, you deliver the commercial results.

This is a hands‑on role. You will be coaching your team one day and closing a deal the next.

Directly manage four commercial roles:

• Business Development Executive; new acquisitions and pipeline generation
• Technical Consultant; pre‑sales support and customer implementation
• Customer Success Team; onboarding, retention, and account growth

• Own the full customer journey from qualified lead through to renewal and expansion.
• Define clear handoff processes between Business Development, Technical Consulting, and Customer Success.
• Maintain pipeline visibility and produce accurate revenue forecasts for leadership.
• Identify and pursue upsell and cross‑sell opportunities within the existing customer base.
• Manage and develop a team of four across Business Development, Technical Consulting, and Customer Success.
• Set individual KPIs aligned to company targets and run regular performance reviews.
• Build a culture of accountability, collaboration, and continuous improvement.
• Support onboarding as the team grows alongside ITS’s SaaS expansion.

• Coach the Business Development Executive on complex or high‑value deals, engaging directly where needed.
• Personally lead senior prospect conversations for strategic accounts.
• Ensure CRM discipline and consistent sales methodology across the team.

• Own overall renewal rates and Net Revenue Retention (NRR) across the product portfolio.
• Oversee the customer health framework and manage at‑risk account escalations.
• Feed structured customer insight — churn signals, feature gaps, competitor activity — to the Product Managers.
• Partner with Marketing Operations on renewal communication and re‑engagement campaigns.

• Collaborate with Marketing Product Managers on Ideal Customer Profile (ICP), target verticals, and sales enablement materials.
• Share commercial intelligence from the field to inform product roadmap priorities.
• Align on messaging and positioning so the commercial team goes to market consistently.

• 2‑4 years in B2B SaaS commercial roles, with at least 2 years managing a team.
• Proven track record across both new business acquisition and customer retention, with measurable outcomes.
• Experience coordinating technical consulting or implementation functions alongside a sales team.
• Background in education, legal, corporate, or document management sectors a strong advantage.

• Strong CRM proficiency — webCRM or equivalent — with experience driving team‑wide adoption.
• Solid understanding of SaaS metrics: ARR, NRR, CAC, LTV, churn rate, and customer health scoring.
• Comfortable working with pipeline data to produce clear, reliable forecasts.
• Confident communicator — equally comfortable presenting to leadership and engaging at senior level with customers.

• Hands‑on and self‑sufficient — you do not wait to be told what to do.
• Data‑driven: your pipeline calls are grounded in CRM evidence, not gut feel.
• Comfortable in a transformation environment — willing to build process from scratch where needed.
• Degree in Business, Technology, or a related field preferred but not essential.

• A role with real scope where you will shape the commercial function for ITS’s growing SaaS portfolio.
• Direct influence on revenue outcomes with strong leadership team support.
• An established customer base and proven products as your foundation.
• Performance‑based compensation with a variable component tied to measurable results.