Commercial Success Manager

iTS: Info Technology Supply Ltd.

Commercial Success Manager at ITS, shaping SaaS product strategy and driving customer lifecycle management. Leading commercial team in B2B context to achieve revenue growth.

Posted 5/19/2026full-timeRemote • 🇬🇧 United KingdomJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

A role with real scope where you will shape the commercial function for ITS’s growing SaaS portfolio
Direct influence on revenue outcomes with strong leadership team support
An established customer base and proven products as your foundation
Performance-based compensation with a variable component tied to measurable results

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B SaaScustomer retentionnew business acquisitionCRM proficiencySaaS metricspipeline managementrevenue forecastingcustomer health scoringKPI settingperformance reviews

Soft Skills

leadershipcommunicationcollaborationcoachingaccountabilitycontinuous improvementstrategic thinkingcustomer engagementteam developmentpresentation skills