All Applications to be submitted via the following link: https://its-group.factorialhr.com/job_posting/sales-and-customer-success-manager-302693
Job Summary
The Role:
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.
Your Team
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
Team Leadership
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
New Business
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
Retention & Growth
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
Working with the Product Managers
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
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
Skills & Knowledge
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
The Right Mindset
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
What We Offer
1. A role with real scope where you will shape the commercial function for ITS’s growing SaaS portfolio
2. Direct influence on revenue outcomes with strong leadership team support
3. An established customer base and proven products as your foundation
4. Performance-based compensation with a variable component tied to measurable results
Company Description
iTS is an independently run company established in 1988 with its headquarters in Harrow, London in the United Kingdom. We have operations throughout Europe and North America with customers across five continents.
Please visit and for more details on our company and product portfolio. iTS is both ISO 9001:2015 and ISO/IEC 27001-2013 accredited and recognized in our Quality Management Systems (AMS) and Information Security Management Systems.
Company Values
- Customer Focused: We strive to ensure that our customers' needs are met and exceed their expectations, building strong, long-term relationships.
- Flexible & Loyal: We invest time, energy, and resources in nurturing our relationships, aiming for long-term success.
- International Team with a Family Spirit: Our company culture values collaboration, appreciation, and personal development, providing a rewarding environment where everyone can thrive.
iTS is not:
Arrogant: Arrogance makes people believe they always know best. It stops the constant learning that success requires. We see arrogance as the beginning of the end of any organisation.
Join us and become part of a collaborative team that values initiative, strategic thinking, and results. If you are passionate about building strong partner relationships, driving sales growth, and working in a dynamic environment where your efforts directly impact success, we’d love to hear from you.
Pay: £42,000.00-£60,000.00 per year
Benefits:
- Life insurance
- Work from home
Application question(s):
- Tell us about teams you have built and developed, and how you measure team performance?
- How do you approach pipeline management, forecast accuracy, and driving CRM discipline across a team?
- What experience do you have with the markets iTS serves (education, legal, and corporate document management)?
- Please confirm that you have NOT used AI tools to generate or complete your responses in this application.
- Do you currently have the legal right to work in the UK without requiring visa sponsorship, now or in the future?
- What are your salary expectations?
- Please describe your experience in leading sales processes and sales teams with quantified results.
Work Location: Hybrid remote in Harrow HA1 3EX
