Customer Success Lead Account Management Remote

🌎 Fully remote working from anywhere in the UK!
✨ Exciting high growth product, relied on by leading global brands, particularly within sports
💻 Working with the latest hardware, tech stack and tools
🏋️♀️ Access to benefits

SUMMARY

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.

Storyteller is a high growth B2B SaaS platform, which allows companies to integrate Stories into their owned and operated platforms. Popularized by Instagram and Snapchat, Stories are perfectly suited for boosting user engagement, audience retention, and driving advertising revenue.

Our end‑to‑end platform gives companies a best‑in‑class Stories experience in days with native iOS, Android, and Web SDKs, publishing tools, analytics, and ad support.

We work with many globally recognised clients, particularly within sport, so if you're a sporting fan this could be a great fit!

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

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

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

Carrying a hard quota personally

Rigid adherence to CS frameworks or playbooks

Experience in large, heavily structured…