Senior Sales Manager

Overview

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.

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

• 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

• 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…