We are looking for a highly organized and proactive Panelist Success Team Coordinator to support the day-to-day operations of the support team. This role acts as a central point of coordination, ensuring team productivity, study coverage, and visibility into key metrics, while also representing the team’s needs in cross-functional conversations. This is a hands-on operational coordination role, ideal for someone who can lead through influence, stay close to the work, and step in when needed. Key Responsibilities 1. Team Operations & Productivity Oversight - Monitor daily ticket volume and ensure timely responses aligned with SLA expectations - Identify gaps in productivity and follow up with team members as needed - Ensure tickets are actively being worked and not left unresolved or idle 2. Study Coverage & Resource Coordination - Maintain visibility into all active studies and assigned support coverage - Ensure each study has clear ownership and appropriate support at all times - Identify coverage risks early and coordinate adjustments with the team 3. Metrics & Reporting - Connect with study POCs on key support metrics (volume, response times, resolution times, backlog) - Work with study POCs to surface trends, risks, and areas of concern - Help connect day-to-day activity with broader operational impact 4. Escalation Management: - Identify tickets or situations that require escalation.  - Coordinate with internal teams to resolve issues - Ensure escalations are followed through to resolution 5. Cross-Functional Representation: - Represent the Support Team in meetings and cross-functional discussions - Advocate for team needs, blockers, and priorities - Ensure support insights are clearly communicated and understood 6. Hands-On Support Coverage: - Step in to manage tickets/contacts directly when needed to support the team - Help reduce backlog during high-volume periods or coverage gaps - Lead by example in ticket quality and responsiveness

We are looking for a highly organized and proactive Panelist Success Team Coordinator to support the day-to-day operations of the support team. This role acts as a central point of coordination, ensuring team productivity, study coverage, and visibility into key metrics, while also representing the team’s needs in cross-functional conversations. This is a hands-on operational coordination role, ideal for someone who can lead through influence, stay close to the work, and step in when needed. Key Responsibilities 1. Team Operations & Productivity Oversight - Monitor daily ticket volume and ensure timely responses aligned with SLA expectations - Identify gaps in productivity and follow up with team members as needed - Ensure tickets are actively being worked and not left unresolved or idle 2. Study Coverage & Resource Coordination - Maintain visibility into all active studies and assigned support coverage - Ensure each study has clear ownership and appropriate support at all times - Identify coverage risks early and coordinate adjustments with the team 3. Metrics & Reporting - Connect with study POCs on key support metrics (volume, response times, resolution times, backlog) - Work with study POCs to surface trends, risks, and areas of concern - Help connect day-to-day activity with broader operational impact 4. Escalation Management: - Identify tickets or situations that require escalation.  - Coordinate with internal teams to resolve issues - Ensure escalations are followed through to resolution 5. Cross-Functional Representation: - Represent the Support Team in meetings and cross-functional discussions - Advocate for team needs, blockers, and priorities - Ensure support insights are clearly communicated and understood 6. Hands-On Support Coverage: - Step in to manage tickets/contacts directly when needed to support the team - Help reduce backlog during high-volume periods or coverage gaps - Lead by example in ticket quality and responsiveness

We are looking for a highly organized and proactive Panelist Success Team Coordinator to support the day-to-day operations of the support team. This role acts as a central point of coordination, ensuring team productivity, study coverage, and visibility into key metrics, while also representing the team’s needs in cross-functional conversations. This is a hands-on operational coordination role, ideal for someone who can lead through influence, stay close to the work, and step in when needed. Key Responsibilities 1. Team Operations & Productivity Oversight - Monitor daily ticket volume and ensure timely responses aligned with SLA expectations - Identify gaps in productivity and follow up with team members as needed - Ensure tickets are actively being worked and not left unresolved or idle 2. Study Coverage & Resource Coordination - Maintain visibility into all active studies and assigned support coverage - Ensure each study has clear ownership and appropriate support at all times - Identify coverage risks early and coordinate adjustments with the team 3. Metrics & Reporting - Connect with study POCs on key support metrics (volume, response times, resolution times, backlog) - Work with study POCs to surface trends, risks, and areas of concern - Help connect day-to-day activity with broader operational impact 4. Escalation Management: - Identify tickets or situations that require escalation.  - Coordinate with internal teams to resolve issues - Ensure escalations are followed through to resolution 5. Cross-Functional Representation: - Represent the Support Team in meetings and cross-functional discussions - Advocate for team needs, blockers, and priorities - Ensure support insights are clearly communicated and understood 6. Hands-On Support Coverage: - Step in to manage tickets/contacts directly when needed to support the team - Help reduce backlog during high-volume periods or coverage gaps - Lead by example in ticket quality and responsiveness

Location: Remote Reporting to: CRO Scope: Tier 1 accounts + Customer Success team leadership About Storyteller Storyteller is a SaaS platform that helps media companies, sports organisations, and content-driven brands engage their audiences through modern, short-form experiences across their owned and operated platforms. Trusted by some of the most recognised organisations in global media and sport, Storyteller sits at the intersection of content, technology, and audience engagement, helping teams move faster, work smarter, and build deeper relationships with their audiences. The Role We’re hiring a Customer Success Lead to take ownership of our most important customer relationships while helping scale and structure the Customer Success function. This is a player/coach role — not a pure management position. You will lead from the front, owning key accounts while raising the standard across the team. You will directly own a portfolio of Tier 1 accounts, acting as the senior layer within Customer Success, and creating a clear buffer between leadership and day-to-day execution. What You’ll Do: Account Ownership (Player) - Own a portfolio of Tier 1 / strategic accounts - Build strong relationships across product, content, and commercial stakeholders - Drive adoption and ensure customers realise clear value from Storyteller - Identify risks early and proactively manage account health - Identify and develop expansion opportunities, shaping them with the customer before handing off to Sales to run the commercial process Team Leadership (Coach) - Act as the senior layer within Customer Success - Support and guide CSMs on account strategy, prioritisation, and execution - Improve consistency and quality across customer interactions - Help define and embed best practices, processes, and ways of working - Provide input on hiring, onboarding, and development of the CS team Commercial Contribution (Not Ownership) - Contribute to Net Revenue Retention (NRR) through strong account management - Surface and qualify expansion opportunities within accounts - Partner closely with Sales to ensure smooth handoff and high-quality deal context - Maintain clear visibility on account status, risks, and opportunities What Success Looks Like First 90 days - Smooth transition of Tier 1 accounts with strong customer confidence - Clear understanding of current CS structure, gaps, and opportunities - Acting as a reliable escalation and decision-making layer - Early identification of expansion opportunities across key accounts 6–12 months - Strong retention across Tier 1 accounts - Consistent flow of high-quality expansion opportunities into Sales - Clear structure and improved quality across the CS team - Reduced reliance on CRO for day-to-day account involvement Who This Role Is For This role is a great fit if you: - Have experience managing high-value SaaS accounts - Are comfortable working commercially, even if not directly closing deals - Have partnered closely with Sales on expansion or upsell motions - Have experience mentoring or leading others (formally or informally) - Can balance strategic thinking with hands-on execution - Are confident working with senior stakeholders in complex organisations What Matters Most - Strong ownership and accountability - Commercial awareness (knowing how value translates to revenue) - Ability to identify and shape opportunities, not just react to requests - Clear communication and sound judgment - Comfort operating in a fast-moving, evolving environment What Doesn’t Matter - Formal management titles - Carrying a hard quota personally - Rigid adherence to CS frameworks or playbooks - Experience in large, heavily structured organisations Why Join Storyteller - Own and shape Customer Success at a critical stage of growth - Work directly with leadership on strategy and execution - High autonomy, real ownership, and visible impact - Opportunity to define how Customer Success scales as the company grows Recruitment Process - Online Video Interview (short recorded responses to a set of questions) - Interview with Charlie (CRO) - Follow-up Task & Presentation - Final Interview with Charlie ---------------------- Privacy Notice We process your personal data for recruitment purposes in line with UK data protection law. AI tools may assist in reviewing applications, but decisions are made by our team. We retain data only as necessary for recruitment and compliance. You can request access or deletion of your data at any time by emailing careers@getstoryteller.com.