Senior Sales Manager
Customer Experience & Operational Intelligence SaaS | Scale-up Phase
Location: Milton Keynes (Hybrid)
Salary: £80,000–£95,000 base
OTE: £120,000–£150,000
Reporting to: CEO
About Serve First CX
Serve First CX is a fast-growing customer experience and operational intelligence platform helping multi-site organisations understand what is really happening on the frontline — and act on it fast.
Our AI-powered platform brings together real-time feedback, audits, helpdesk, mystery shopping data, and CX analytics into a single decision-grade intelligence layer used by boards, operators, and frontline leaders.
Following recent investment, we are accelerating growth across retail, hospitality, facilities management, healthcare, and franchised businesses. Founder-led sales has delivered strong product-market fit. The next step is building a scalable, high-performance commercial engine.
This role is central to that transition.
Why This Role Exists
This is a senior commercial leadership hire.
We are looking for a hands-on senior sales leader to own and scale revenue across new business, retention, and expansion. You will lead the Account Executive and Customer Success teams as one joined-up commercial function, ensuring predictable delivery today while building the foundations for long-term scale.
This role is in the detail, you will coach deals, shape process, carry senior credibility in complex sales, and partner directly with the CEO on growth strategy.
What You Own
End-to-End Revenue Leadership
* Own the full commercial lifecycle for new business, renewals, and expansion
* Translate company growth targets into clear, executable revenue plans
* Lead and support high-value, complex opportunities where senior presence matters
* Be fully accountable for revenue delivery, not just reporting
Sales & Customer Success Leadership
* Lead Account Executive and Customer Success roles as a single commercial team
* Set clear expectations, standards, and accountability across roles
* Run structured 1:1s, deal reviews, pipeline reviews, and performance sessions
* Coach teams to sell insight, value, and outcomes — not features or services
* Build a culture where Customer Success actively drives retention and growth
Pipeline, Forecasting & Execution
* Own pipeline strategy, coverage, quality, and velocity
* Enforce strong qualification and ICP discipline
* Identify risk early and course-correct decisively
* Produce forecasts the business genuinely trusts (commit, best case, risk)
* Maintain high CRM discipline and deal hygiene
Deal Support & Commercial Craft
* Personally support or lead complex six-figure deals
* Structure pilots that convert into long-term, multi-site rollouts
* Help sharpen discovery, value articulation, pricing, and close
* Remove blockers quickly and keep momentum high
Process, Scale & Continuous Improvement
* Define and continuously improve sales and customer success processes
* Strengthen handovers, onboarding, and account ownership
* Improve conversion across the funnel (Discovery Pilot Rollout Expansion)
* Feed market insight back into product, pricing, and proposition
Hiring & Scale Readiness
* Hire and onboard new Account Executives and Customer Success Managers as the business targets require
* Define what great looks like for Account Executive and Customer Success Manager roles within Serve First
* Build a culture of accountability, energy, and commercial excellence
* Lay the foundations for a scalable, repeatable revenue organisation
What Success Looks Like
* Predictable, high-quality pipeline supporting ambitious growth
* Forecasts that leadership trusts and uses
* Strong new business wins alongside healthy retention and expansion
* Account Executives and Customer Success Managers operating as one aligned commercial team
* Clear improvements in discovery quality, deal execution, and close rates
* You are seen internally as a true revenue leader
Experience Were Looking For
Essential
* 5–10+ successful years in B2B sales
* 2–4+ years leading Account Executives and/or Customer Success teams
* Strong background in SaaS, CX, data, or intelligence-led solutions
* Proven ownership of six-figure deals and complex pipelines
* Comfortable operating in consultative, multi-stakeholder sales cycles
* Strong CRM discipline with credible forecasting
Desirable
* Experience supporting or closing seven-figure enterprise or multi-market deals
* Experience scaling a post-investment or growth-stage business
* Exposure to modular or multi-solution propositions
* Experience selling into retail, hospitality, leisure, facilities, or multi-site operators
Personal Style
* Commercially sharp and comfortable owning the number
* A strong deal coach, not a passive dashboard manager
* Calm, credible, and confident with senior stakeholders
* Decisive, structured, and action-oriented
* Values substance over noise
Why Join Serve First CX
* Direct ownership of the commercial engine
* Recently funded with a clear growth mandate
* Genuine product-market fit and meaningful customer outcomes
* Short sales cycles with significant expansion potential
* Influence over product direction, pricing, and proposition
* Opportunity to shape how the business grows — not just hit a target
If you want to build something properly, lead from the front, and leave a lasting commercial footprint, this role is built for that.
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