Sales and Customer Success Manager

What We're Looking For:Experience

1.2-4 years in B2B SaaS commercial roles, with at least 2 years managing a team

2.Proven track record across both new business acquisition and customer retention, with measurable outcomes

3.Background in education, legal, corporate, or document management sectors a strong advantage

1.Strong CRM proficiency - webCRM or equivalent - with experience driving team-wide adoption

2.Solid understanding of SaaS metrics: ARR, NRR, CAC, LTV, churn rate, and customer health scoring

3.Comfortable working with pipeline data to produce clear, reliable forecasts

4.Confident communicator, equally comfortable presenting to leadership and engaging at senior level with customers

1.Hands-on and self-sufficient - you do not wait to be told what to do

2.Data-driven: your pipeline calls are grounded in CRM evidence, not gut feel

3.Comfortable in a transformation environment - willing to build process from scratch where needed

4.Degree in Business, Technology, or a related field preferred but not essential

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 be leading a sales and customer success team to sign new clients and increase the spend from existing clients.

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.

You will directly manage three commercial roles:

1.Business Development Executive; new acquisitions, pipeline generation, and closing new business

2.Technical Consultant; pre-sales support and customer implementation

3.Customer Success Team; onboarding, retention, and account growth

What You'll Do:Commercial Ownership

1.Own the full customer journey from qualified lead through to renewal and expansion

2.Define clear handoff processes between Business Development, Technical Consulting, and Customer Success

3.Maintain pipeline visibility and produce accurate revenue forecasts for leadership

4.Identify and pursue upsell and cross-sell opportunities within the existing customer base

1.Manage and develop a team of three across Business Development, Technical Consulting, and Customer Success

2.Set individual KPIs aligned to company targets and run regular performance reviews

3.Build a culture of accountability, collaboration, and continuous improvement

4.Support onboarding as the team grows alongside ITS's SaaS expansion

1.Coach the Business Development Executive on complex or high-value deals, engaging directly where needed

2.Personally lead senior prospect conversations for strategic accounts

3.Ensure CRM discipline and consistent sales methodology across the team

You will lead this area through a dedicated Customer Success role reporting to you, who delivers the day-to-day onboarding, renewal, and account-health work. Your responsibility is to set direction, hold the team accountable to the targets below, and step in personally on complex, high-value, or at-risk situations.

1.Own overall renewal rates and Net Revenue Retention (NRR) across the product portfolio, delivered through your Customer Success team

2.Oversee the customer health framework and manage at-risk account escalations

3.Feed structured customer insight - churn signals, feature gaps, competitor activity - to the Product Managers

4.Partner with Marketing Operations on renewal communication and re-engagement campaigns

1.Collaborate with Marketing Product Managers on Ideal Customer Profile (ICP), target verticals, and sales enablement materials

2.Share commercial intelligence from the field to inform product roadmap priorities

3.Align on messaging and positioning so the commercial team goes to market consistently