iTS: Info Technology Supply Ltd.

Customer Success Manager

• 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

Commercial Success Manager

Digital Marketing

• Lead the transformation of our customer acquisition and lifecycle management capabilities
• Build and scale our digital marketing engine and customer success function from the ground up, driving measurable growth across our diverse product portfolio
• Define and own the positioning, messaging, and go-to-market strategy for each product in the portfolio
• Build and manage a multi-channel demand generation strategy, paid, SEO, email, content, and events
• Take commercial ownership of the Customer Success function, retention, onboarding, adoption, and expansion across the client base
• Own the marketing and CS KPI framework, define the metrics, build the dashboards, report to the MD with clarity and honesty
• Lead and coordinate a fully outsourced execution model, managing external agencies for creative, web, paid media, SEO, and content production

Commercial Success Manager

Head of Digital Marketing – SaaS Growth