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
1. Own the full commercial lifecycle for new business, renewals, and expansion
2. Translate company growth targets into clear, executable revenue plans
3. Lead and support high-value, complex opportunities where senior presence matters
4. Be fully accountable for revenue delivery, not just reporting
Sales & Customer Success Leadership
5. Lead Account Executive and Customer Success roles as a single commercial team
6. Set clear expectations, standards, and accountability across roles
7. Run structured 1:1s, deal reviews, pipeline reviews, and performance sessions
8. Coach teams to sell insight, value, and outcomes — not features or services
9. Build a culture where Customer Success actively drives retention and growth
Pipeline, Forecasting & Execution
10. Own pipeline strategy, coverage, quality, and velocity
11. Enforce strong qualification and ICP discipline
12. Identify risk early and course-correct decisively
13. Produce forecasts the business genuinely trusts (commit, best case, risk)
14. Maintain high CRM discipline and deal hygiene
Deal Support & Commercial Craft
15. Personally support or lead complex six-figure deals
16. Structure pilots that convert into long-term, multi-site rollouts
17. Help sharpen discovery, value articulation, pricing, and close
18. Remove blockers quickly and keep momentum high
Process, Scale & Continuous Improvement
19. Define and continuously improve sales and customer success processes
20. Strengthen handovers, onboarding, and account ownership
21. Improve conversion across the funnel (Discovery Pilot Rollout Expansion)
22. Feed market insight back into product, pricing, and proposition
Hiring & Scale Readiness
23. Hire and onboard new Account Executives and Customer Success Managers as the business targets require
24. Define what great looks like for Account Executive and Customer Success Manager roles within Serve First
25. Build a culture of accountability, energy, and commercial excellence
26. Lay the foundations for a scalable, repeatable revenue organisation
What Success Looks Like
27. Predictable, high-quality pipeline supporting ambitious growth
28. Forecasts that leadership trusts and uses
29. Strong new business wins alongside healthy retention and expansion
30. Account Executives and Customer Success Managers operating as one aligned commercial team
31. Clear improvements in discovery quality, deal execution, and close rates
32. You are seen internally as a true revenue leader
Experience Were Looking For
Essential
33. 5–10+ successful years in B2B sales
34. 2–4+ years leading Account Executives and/or Customer Success teams
35. Strong background in SaaS, CX, data, or intelligence-led solutions
36. Proven ownership of six-figure deals and complex pipelines
37. Comfortable operating in consultative, multi-stakeholder sales cycles
38. Strong CRM discipline with credible forecasting
Desirable
39. Experience supporting or closing seven-figure enterprise or multi-market deals
40. Experience scaling a post-investment or growth-stage business
41. Exposure to modular or multi-solution propositions
42. Experience selling into retail, hospitality, leisure, facilities, or multi-site operators
Personal Style
43. Commercially sharp and comfortable owning the number
44. A strong deal coach, not a passive dashboard manager
45. Calm, credible, and confident with senior stakeholders
46. Decisive, structured, and action-oriented
47. Values substance over noise
Why Join Serve First CX
48. Direct ownership of the commercial engine
49. Recently funded with a clear growth mandate
50. Genuine product-market fit and meaningful customer outcomes
51. Short sales cycles with significant expansion potential
52. Influence over product direction, pricing, and proposition
53. 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.