Portfolio Success Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Hi there We're Stotles.

Our mission is to unlock the potential of business and government working better, together. We'd love for you to join us on our journey.

The partnership between business and government is vital in making our communities productive & cohesive, but inefficiency and bureaucracy is currently the norm. We are using a modern approach to change this.

Our SaaS platform gives businesses a clear view of opportunities to work with the public sector, and the tools needed to manage them. We are bringing together a massive amount of messy government data to bring clarity and transparency to a space that desperately needs it.

We've seen fantastic traction from industry leading customers such as Salesforce, Vodafone, Microsoft and Civica and our growth trajectory is on the rise

Learn more:

Working at Stotles
About this Role & Why We're Hiring

It's never been a more exciting time at Stotles. Here's why we're looking for you.

We operate in a sector ripe for technological improvement. Our market is hungry for change.

We are seeking a dynamic Portfolio Success Manager (PSM) to join our team, focusing on one to many customer lifecycle management for Basic and Single User Growth Plans.

This role combines hands-on customer success management with the responsibility of managing automations to support our customer base, ranging from basic subscribers to those with Silver and Gold Customer Success packages.

Comp Range: £33,000 - £43,000 (dependent on experience) with an additional options equity grant

What You'll Do
Customer Lifecycle Management & Retention

• Manage the entire customer lifecycle for our high volume, low touch support tier through:
  • Ensuring customers realise value through using Stotles, and then renew and expand where relevant.
  • Maintaining relationships with key stakeholders.
  • Becoming a trusted advisor for customers public sector strategies by sharing Stotles relevant Market Research content, Stotles events and Thought Leadership.
• Drive user engagement by delivering onboarding sessions and best practice as well as monitoring and nurturing product adoption to realise value and drive customer pipeline generation.
• Proactively address customer needs and concerns promptly and effectively, resulting in improved customer retention rates and expansion opportunities where relevant.
• Work proactively on initiatives to improve customer value and satisfaction by optimising alerts and automated customer messaging through our customer success platform.
• Work closely with Growth and Product to lead and refine the automated, low touch Stotles Onboarding Process for new customers, ensuring a smooth transition to the platform.
  • Implement, monitor and review operational improvements to boost efficiency and user satisfaction during onboarding.
• Conduct engaging new user and "office hours" training sessions and oversee account setup and configuration.

Documentation and Knowledge Management

• Work across the commercial team to develop and maintain a comprehensive help centre for self-serve support and knowledge sharing.
• Manage and respond to live chat tickets as needed.

Who We're Looking For

• Experience
  • Experience in a customer facing role in a B2B SaaS company
  • Adept at building strong internal and external relationships in order to achieve your desired results.
  • Experience of working in a high volume environment with the ability to manage competing priorities.
  • Bonus: exposure to live chat customer support and CRM systems (eg Hubspot) and customer success platforms
  • Bonus: Experience in SaaS Customer Success.
• Mentality
  • Learning mindset - willingness to learn and work hard to gain new knowledge and experience. You accept coaching and feedback to help you develop.
  • Track record of showing initiative, being creative, being proactive to deliver results.
  • Unafraid to say, "I don't know the answer. But I have a few ideas on how we can find out".
  • Able to listen, think logically and tactically to solve complex problems and drive product / process improvement.
  • Customer focused - you care about delivering to your commitments to help our Customers and your internal colleagues.
  • Teamwork - you are a team player, and support the Customer Success team by being proactive, contributing ideas to improve and taking ownership to help get things done.
  • You bring your personality and individuality to work and add to our positive culture.
  • You are ambitious - you want to learn and develop and have an impact and are prepared to work hard and have fun doing so.
• Methods
  • Highly organised; you have a high attention to detail and don't let things fall through the cracks. High on results orientation and delivering to commitments.
  • Data-driven and outcome-focused. You can identify key insights and recommend associated actions, gain agreement and track resulting outcomes.
• Skills
  • Well developed communication skills: good at listening and completing discovery for problems or opportunities, excellent written communication skills, articulate and comfortable presenting formally or informally.
  • Results orientated, Can manage expectations and understands the importance of delivering to commitments
  • Comfortable using spreadsheet analysis techniques and summarising into actionable insights for customers (or internal teams). Able to distill the key actions and conclusions from analysis towards positive outcomes. Can 'see the wood from the trees' and figure out the 'critical few' activities Vs the 'insignificant many' in order to get results.

Most importantly, we're looking for curious, ambitious people who love to learn and want to be a part of building something special. If (for any reason) you don't fit our requirements but you're passionate about our vision, don't hesitate to apply!

You at Stotles

Benefits & Perks

Equality, Diversity & Inclusion
Next steps

Stage 1 - Intro call: Approx. 15 - 20 minutes informal chat so you can learn more about the company and the role and you can tell us more about yourself - your experience and what you want to achieve in the next role.

Stage 2 - Interview with CS Team Lead: Approx. 45 min deep dive into your experience and skills.

Stage 3 - A skills assessment with the Customer Success Team Approx. 60 minutes - you will be given the details of this in advance.

Stage 4 - Culture and Fit Interviews: Approx 1hr. A chance to get to know the team, make sure we're the right fit for you (and vice versa) and ask any outstanding questions about life at Stotles.

We're excited to meet you!
Stotles data in numbers

• 8M Procurement notices from UK & EU
• 15K UK government organisations
• 90K Government policy & strategy documents
• 180K Government contacts
• 80M Invoices published by the government bodies in UK
• 1.5M Government suppliers in UK & EU

Benefits and perks

Transparent and competitively benchmarked salaries

Equity dependent on experience

A generous health cash plan (Covers dental, optical, physical therapy, consultations, etc.)

A personal health, wellness, and development allowance of £130/month to spend on gym memberships, therapy, yoga classes... any experience that keeps your mind and body healthy.

25 days vacation + bank holidays

A dedicated learning and development budget you can use for books, conferences, courses, events

Office in Central London (Farringdon)

A hybrid working environment with 3 days in office for Commercial and Ops and 1-2 days for Product and Engineering and flexible work-from-home opportunities

A work-from-home setup budget of £400 you can use for these items: a keyboard, monitor, mouse, office chair, desk, headphones

Monthly affectionately-termed "TeamChills™": our in-person team-bonding socials covering anything from mini-golf, to communal taco-eating and summer picnics