Head of Customer Success

About StoraStora is a self storage software platform at the forefront of a technology-led revolution in the industry. We empower self storage operators to seamlessly manage their businesses, automate processes, and drive revenue growth. In just over 4 years, we’ve helped hundreds of operators around the world process tens of millions in automated payments. Known as innovators in our space, we’re a fast-growing team focused on making self storage better for everyone.Why this role mattersWe succeed when our customers do. Our CS team is central to onboarding new operators, supporting them day-to-day, and driving long-term retention and growth. Until now, the function has been shaped by hands-on managers. We're now ready for someone to lead at a higher level.You’ll step in to lead and scale our customer success team—owning retention, onboarding quality, and team performance. You'll define what great looks like, bring structure to the customer journey, and work cross-functionally to ensure every operator gets maximum value from Stora.What you’ll doLead and grow our CS team (currently 5 people with room to grow)Own customer retention and success outcomes across all accountsDesign and scale onboarding, check-ins, and lifecycle processesCreate systems to track customer health and surface expansion opportunitiesBuild clear reporting across CS performance, usage, and revenue impactOwn tooling and workflow decisionsRepresent the customer voice internally and contribute to product directionGet hands-on with customers early to build empathy and model excellenceWhat you’ll bringStrategic thinking and leadership, with a hands-on approachExperience leading customer success in a B2B SaaS companyConfidence working across onboarding, account management, and renewalsProven ability to design and implement CS processes from scratchEmpathy and curiosity—willing to go deep to understand operator needsStrong communication and collaboration skills across teamsFamiliarity with tools like HubSpot, Intercom, and analytics dashboardsPreferred experienceExperience leading CS in a startup or scale-up environmentExperience with Hubspot and IntercomManaged or mentored teams of 5+Familiar with usage-based SaaS, SMB customers, or vertical SaaSWhy join StoraStora offers a collaborative environment where you’ll have room to grow and lead. We value honesty, humility, and responsibility, and encourage everyone to contribute ideas and take ownership. As a part of Stora, you’ll shape how we serve and grow with our customers in a fast-moving market.LocationWe’re remote-first with a distributed team across the UK and Europe. This role would ideally be based in Northern Ireland to enable easier collaboration with the leadership team, but we’re open to the right candidate elsewhere in the UK or EU.What we offerCompetitive salaryRemote work – with Belfast office accessPrivate health insurance for you and your familyPension plan35 days annual leaveShare options, Apple laptop, and WFH budgetIn-person meetups and team retreatsNext stepsApply by 27 July 2025. We’re reviewing applications as they come in and will be in touch quickly if it looks like a match.

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