Customer Success Lead
About The Position
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. 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.
Requirements
- Experience managing high-value SaaS accounts
- Comfortable working commercially, even if not directly closing deals
- Partnered closely with Sales on expansion or upsell motions
- Experience mentoring or leading others (formally or informally)
- Can balance strategic thinking with hands-on execution
- Confident working with senior stakeholders in complex organisations
- 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
Nice To Haves
- Formal management titles
- Carrying a hard quota personally
- Rigid adherence to CS frameworks or playbooks
- Experience in large, heavily structured organisations
Responsibilities
- 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
- 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
Benefits
- High autonomy, real ownership, and visible impact
- Opportunity to define how Customer Success scales as the company grows
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
