Sales and Customer Success Manager

About ITS
Info Technology Supply Ltd is a well-established software company with a 30+ year track record, offering cloud-based SaaS, on-premise software, and professional services. We are transforming our business, building digital marketing capabilities, launching proprietary SaaS products, and growing recurring revenue across our target markets.

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:

Business Development Executive; new acquisitions, pipeline generation, and closing new businessTechnical Consultant; pre-sales support and customer implementationCustomer Success Team; onboarding, retention, and account growth
What You'll Do:
Commercial Ownership
Own the full customer journey from qualified lead through to renewal and expansionDefine clear handoff processes between Business Development, Technical Consulting, and Customer SuccessMaintain pipeline visibility and produce accurate revenue forecasts for leadershipIdentify and pursue upsell and cross-sell opportunities within the existing customer base
Team Leadership
Manage and develop a team of three across Business Development, Technical Consulting, and Customer SuccessSet individual KPIs aligned to company targets and run regular performance reviewsBuild a culture of accountability, collaboration, and continuous improvementSupport onboarding as the team grows alongside ITS's SaaS expansion
New Business
Coach the Business Development Executive on complex or high-value deals, engaging directly where neededPersonally lead senior prospect conversations for strategic accountsEnsure 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.

Own overall renewal rates and Net Revenue Retention (NRR) across the product portfolio, delivered through your Customer Success teamOversee the customer health framework and manage at-risk account escalationsFeed structured customer insight - churn signals, feature gaps, competitor activity - to the Product ManagersPartner with Marketing Operations on renewal communication and re-engagement campaigns
Working with the Product Managers

Collaborate with Marketing Product Managers on Ideal Customer Profile (ICP), target verticals, and sales enablement materialsShare commercial intelligence from the field to inform product roadmap prioritiesAlign on messaging and positioning so the commercial team goes to market consistently
What We're Looking For:
Experience
2-4 years in B2B SaaS commercial roles, with at least 2 years managing a teamProven track record across both new business acquisition and customer retention, with measurable outcomesBackground in education, legal, corporate, or document management sectors a strong advantage
Skills & Knowledge

Strong CRM proficiency - webCRM or equivalent - with experience driving team-wide adoptionSolid understanding of SaaS metrics: ARR, NRR, CAC, LTV, churn rate, and customer health scoringComfortable working with pipeline data to produce clear, reliable forecastsConfident communicator, equally comfortable presenting to leadership and engaging at senior level with customers The Right MindsetHands-on and self-sufficient - you do not wait to be told what to do