Why This Job is Featured on The SaaS Jobs
This Customer Success Lead role stands out in SaaS because it sits at the point where retention, expansion, and product value delivery converge. Storyteller operates as a platform product serving media, sports, and content-led organisations, which typically brings complex stakeholder groups and adoption patterns. The remit focuses on Tier 1 accounts and on strengthening how Customer Success operates day to day, indicating a function that is being formalised while remaining close to revenue outcomes.
For a SaaS career, the player coach design offers unusually broad leverage. It builds depth in strategic account management while also developing the operating skills that matter as SaaS companies mature, such as standardising engagement quality, creating repeatable processes, and improving visibility on risk and opportunity. The explicit partnership model with Sales on expansion is also relevant experience for roles tied to Net Revenue Retention and post-sale commercial motions.
This position suits someone who prefers hands-on ownership alongside mentoring others, and who is comfortable acting as an escalation layer without relying on formal authority. It aligns with professionals who like working with senior customer stakeholders and who want influence over how a Customer Success team executes, not just how it reports.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Location: Remote
Reporting to: CRO
Scope: Tier 1 accounts + Customer Success team leadership
About Storyteller
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.
The Role
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.
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
Team Leadership (Coach)
- 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
- Strong retention across Tier 1 accounts
- 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
- Formal management titles
- Carrying a hard quota personally
- Rigid adherence to CS frameworks or playbooks
- Experience in large, heavily structured organisations
Why Join Storyteller
- Own and shape Customer Success at a critical stage of growth
- Work directly with leadership on strategy and execution
- High autonomy, real ownership, and visible impact
- Opportunity to define how Customer Success scales as the company grows
Recruitment Process
- Online Video Interview (short recorded responses to a set of questions)
- Interview with Charlie (CRO)
- Follow-up Task & Presentation
- Final Interview with Charlie
