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Info Technology Supply Ltd. Logo Info Technology Supply Ltd. · IT - Software Development

Commercial Success Manager

United Kingdom, Harrow, London · Job Posted May 27, 2026
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Job Description

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: 1. You will directly manage four commercial roles: 2. Business Development Executive; new acquisitions and pipeline generation 3. Technical Consultant; pre-sales support and customer implementation 4. Customer Success Team; onboarding, retention, and account growth

Job Responsibility

  • Own the full customer lifecycle, new acquisition, implementation, retention, and expansion
  • Own the full customer journey from qualified lead through to renewal and expansion
  • Define clear handoff processes between Business Development, Technical Consulting, and Customer Success
  • Maintain pipeline visibility and produce accurate revenue forecasts for leadership
  • Identify and pursue upsell and cross-sell opportunities within the existing customer base
  • Manage and develop a team of four across Business Development, Technical Consulting, and Customer Success
  • Set individual KPIs aligned to company targets and run regular performance reviews
  • Build a culture of accountability, collaboration, and continuous improvement
  • Support onboarding as the team grows alongside ITS’s SaaS expansion
  • Coach the Business Development Executive on complex or high-value deals, engaging directly where needed
  • Personally lead senior prospect conversations for strategic accounts
  • Ensure CRM discipline and consistent sales methodology across the team
  • Own overall renewal rates and Net Revenue Retention (NRR) across the product portfolio
  • Oversee the customer health framework and manage at-risk account escalations
  • Feed structured customer insight — churn signals, feature gaps, competitor activity — to the Product Managers
  • Partner with Marketing Operations on renewal communication and re-engagement campaigns
  • Collaborate with Marketing Product Managers on Ideal Customer Profile (ICP), target verticals, and sales enablement materials
  • Share commercial intelligence from the field to inform product roadmap priorities
  • Align on messaging and positioning so the commercial team goes to market consistently

Requirements

  • 2-4 years in B2B SaaS commercial roles, with at least 2 years managing a team
  • Proven track record across both new business acquisition and customer retention, with measurable outcomes
  • Experience coordinating technical consulting or implementation functions alongside a sales team
  • Background in education, legal, corporate, or document management sectors a strong advantage
  • Strong CRM proficiency — webCRM or equivalent — with experience driving team-wide adoption
  • Solid understanding of SaaS metrics: ARR, NRR, CAC, LTV, churn rate, and customer health scoring
  • Comfortable working with pipeline data to produce clear, reliable forecasts
  • Confident communicator — equally comfortable presenting to leadership and engaging at senior level with customers
  • Hands-on and self-sufficient — you do not wait to be told what to do
  • Data-driven: your pipeline calls are grounded in CRM evidence, not gut feel
  • Comfortable in a transformation environment — willing to build process from scratch where needed
  • Degree in Business, Technology, or a related field preferred but not essential

Nice to have

  • Background in education, legal, corporate, or document management sectors a strong advantage
  • Degree in Business, Technology, or a related field preferred but not essential
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