Senior Sales Manager

Senior Sales Manager

Customer Experience & Operational Intelligence SaaS Scale-up Phase

Location: Milton Keynes (Hybrid)
Salary: base
OTE:
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

• 510 successful years in B2B sales

• 24 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.

Sales commission with expected OTE of 120000 to 150000.