Commercial 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 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 What You’ll Do: Commercial Ownership 1. Own the full customer journey from qualified lead through to renewal and expansion 2. Define clear handoff processes between Business Development, Technical Consulting, and Customer Success 3. Maintain pipeline visibility and produce accurate revenue forecasts for leadership 4. Identify and pursue upsell and cross-sell opportunities within the existing customer base Team Leadership 1. Manage and develop a team of four across Business Development, Technical Consulting, and Customer Success 2. Set individual KPIs aligned to company targets and run regular performance reviews 3. Build a culture of accountability, collaboration, and continuous improvement 4. Support onboarding as the team grows alongside ITS’s SaaS expansion New Business 1. Coach the Business Development Executive on complex or high-value deals, engaging directly where needed 2. Personally lead senior prospect conversations for strategic accounts 3. Ensure CRM discipline and consistent sales methodology across the team Retention & Growth 1. Own overall renewal rates and Net Revenue Retention (NRR) across the product portfolio 2. Oversee the customer health framework and manage at-risk account escalations 3. Feed structured customer insight — churn signals, feature gaps, competitor activity — to the Product Managers 4. Partner with Marketing Operations on renewal communication and re-engagement campaigns Working with the Product Managers 1. Collaborate with Marketing Product Managers on Ideal Customer Profile (ICP), target verticals, and sales enablement materials 2. Share commercial intelligence from the field to inform product roadmap priorities 3. Align on messaging and positioning so the commercial team goes to market consistently What We’re Looking For: Experience 1. 2-4 years in B2B SaaS commercial roles, with at least 2 years managing a team 2. Proven track record across both new business acquisition and customer retention, with measurable outcomes 3. Experience coordinating technical consulting or implementation functions alongside a sales team 4. Background in education, legal, corporate, or document management sectors a strong advantage Skills & Knowledge 1. Strong CRM proficiency — webCRM or equivalent — with experience driving team-wide adoption 2. Solid understanding of SaaS metrics: ARR, NRR, CAC, LTV, churn rate, and customer health scoring 3. Comfortable working with pipeline data to produce clear, reliable forecasts 4. Confident communicator — equally comfortable presenting to leadership and engaging at senior level with customers The Right Mindset 1. Hands-on and self-sufficient — you do not wait to be told what to do 2. Data-driven: your pipeline calls are grounded in CRM evidence, not gut feel 3. Comfortable in a transformation environment — willing to build process from scratch where needed 4. Degree in Business, Technology, or a related field preferred but not essential What We Offer 1. A role with real scope where you will shape the commercial function for ITS’s growing SaaS portfolio 2. Direct influence on revenue outcomes with strong leadership team support 3. An established customer base and proven products as your foundation 4. Performance-based compensation with a variable component tied to measurable results Company Description iTS is an independently run company established in 1988 with its headquarters in Harrow, London in the United Kingdom. We have operations throughout Europe and North America with customers across five continents. Please visit iTS-group.com and printandcopycontrol.com for more details on our company and product portfolio. iTS is both ISO 9001:2015 and ISO/IEC 27001-2013 accredited and recognized in our Quality Management Systems (AMS) and Information Security Management Systems. Company Values Customer Focused: We st