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 expansionTranslate company growth targets into clear, executable revenue plansLead and support high-value, complex opportunities where senior presence mattersBe fully accountable for revenue delivery, not just reporting Sales & Customer Success Leadership Lead Account Executive and Customer Success roles as a single commercial teamSet clear expectations, standards, and accountability across rolesRun structured 1:1s, deal reviews, pipeline reviews, and performance sessionsCoach teams to sell insight, value, and outcomes — not features or servicesBuild a culture where Customer Success actively drives retention and growth Pipeline, Forecasting & Execution Own pipeline strategy, coverage, quality, and velocityEnforce strong qualification and ICP disciplineIdentify risk early and course-correct decisivelyProduce 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 dealsStructure pilots that convert into long-term, multi-site rolloutsHelp sharpen discovery, value articulation, pricing, and closeRemove blockers quickly and keep momentum high Process, Scale & Continuous Improvement Define and continuously improve sales and customer success processesStrengthen handovers, onboarding, and account ownershipImprove 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 requireDefine what great looks like for Account Executive and Customer Success Manager roles within Serve FirstBuild a culture of accountability, energy, and commercial excellenceLay the foundations for a scalable, repeatable revenue organisation What Success Looks Like Predictable, high-quality pipeline supporting ambitious growthForecasts that leadership trusts and usesStrong new business wins alongside healthy retention and expansionAccount Executives and Customer Success Managers operating as one aligned commercial teamClear improvements in discovery quality, deal execution, and close ratesYou are seen internally as a true revenue leader
Experience Were Looking For Essential 5–10+ successful years in B2B sales2–4+ years leading Account Executives and/or Customer Success teamsStrong background in SaaS, CX, data, or intelligence-led solutionsProven ownership of six-figure deals and complex pipelinesComfortable operating in consultative, multi-stakeholder sales cyclesStrong CRM discipline with credible forecasting Desirable Experience supporting or closing seven-figure enterprise or multi-market dealsExperience scaling a post-investment or growth-stage businessExposure to modular or multi-solution propositionsExperience selling into retail, hospitality, leisure, facilities, or multi-site operators Personal Style Commercially sharp and comfortable owning the numberA strong deal coach, not a passive dashboard managerCalm, credible, and confident with senior stakeholdersDecisive, structured, and action-orientedValues substance over noise Why Join Serve First CX Direct ownership of the commercial engineRecently funded with a clear growth mandateGenuine product-market fit and meaningful customer outcomesShort sales cycles with significant expansion potentialInfluence over product direction, pricing, and propositionOpportunity 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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