Lead Customer Success Manager

As a Lead Customer Success Manager at Backstory, you will act as a trusted advisor to Sales, Marketing, and Operations leaders within enterprise customers, helping them maximise their investment in Backstory and achieve measurable business outcomes.

You will manage a $5M+ book of business across accounts, ensuring high customer retention, expansion, and advocacy.

Responsibilities:

• Build and execute strategic success plans with clear business objectives and ROI metrics.
• Own the customer lifecycle,from onboarding to adoption, renewals, and growth.
• Identify key adoption milestones and ensure seamless integration into customer workflows.
• Use data-driven insights to align Backstory's solutions with business objectives.
• Partner with Sales, Services, Product, and Marketing teams to enable cross-functional adoption.
• Identify and develop new champions within top accounts to expand Backstory's influence.
• Work with Sales and Revenue Operations teams to drive renewals and plan for customer growth.
• Partner closely with Sales, Product, and Engineering to drive continuous value delivery.
• Advocate for customers by providing product feedback and insights to influence the roadmap.
• Contribute to Backstory's customer marketing efforts by delivering case studies and references.

Requirements:

• 7-10+ years of experience in Customer Success, Account Management, or Consulting at a SaaS company, agency, or consulting firm.
• Experience managing enterprise customers with $5M+ ARR, high complexity, and multiple stakeholders.
• Deep understanding of Sales, Marketing, and Revenue Operations workflows.
• Strong experience in customer engagement, renewals, and expansion planning.
• Proficiency in Salesforce, AI-driven sales tools, and data analytics is a plus.
• Ability to travel 15% for customer meetings, EBRs, and success milestones.
• Experience as a strategic advisor & analytical storyteller with the ability to translate data into compelling business insights and drive executive conversations.
• A Consultative approach, possessing a deep understanding of sales, marketing, and revenue operations to align solutions with business goals.
• Proven ability to manage multiple complex accounts, prioritise effectively, and drive measurable impact.
• Ability to anticipate challenges, proactively mitigate risks, and pivot strategies when needed.