Head of Customer Success

About Stora

Stora is a self storage software platform at the forefront of a technology-led revolution in the industry. We empower self storage operators to seamlessly manage their businesses, automate processes, and drive revenue growth. In just over 4 years, we’ve helped hundreds of operators around the world process tens of millions in automated payments. Known as innovators in our space, we’re a fast-growing team focused on making self storage better for everyone.

Why this role matters

We succeed when our customers do. Our CS team is central to onboarding new operators, supporting them day-to-day, and driving long-term retention and growth. Until now, the function has been shaped by hands-on managers. We're now ready for someone to lead at a higher level.

You’ll step in to lead and scale our customer success team—owning retention, onboarding quality, and team performance. You'll define what great looks like, bring structure to the customer journey, and work cross-functionally to ensure every operator gets maximum value from Stora.

What you’ll do

• Lead and grow our CS team (currently 5 people with room to grow)

  Own customer retention and success outcomes across all accounts

  Design and scale onboarding, check-ins, and lifecycle processes

  Create systems to track customer health and surface expansion opportunities

  Build clear reporting across CS performance, usage, and revenue impact

  Own tooling and workflow decisions

  Represent the customer voice internally and contribute to product direction

  Get hands-on with customers early to build empathy and model excellence

  What you’ll bring

  • Strategic thinking and leadership, with a hands-on approach

    Experience leading customer success in a B2B SaaS company

    Confidence working across onboarding, account management, and renewals

    Proven ability to design and implement CS processes from scratch

    Empathy and curiosity—willing to go deep to understand operator needs

    Strong communication and collaboration skills across teams

    Familiarity with tools like HubSpot, Intercom, and analytics dashboards

    Preferred experience

    • Experience leading CS in a startup or scale-up environment

      Experience with Hubspot and Intercom

      Managed or mentored teams of 5+

      Familiar with usage-based SaaS, SMB customers, or vertical SaaS

      Why join Stora

      Stora offers a collaborative environment where you’ll have room to grow and lead. We value honesty, humility, and responsibility, and encourage everyone to contribute ideas and take ownership. As a part of Stora, you’ll shape how we serve and grow with our customers in a fast-moving market.

      Location

      We’re remote-first with a distributed team across the UK and Europe. This role would ideally be based in Northern Ireland to enable easier collaboration with the leadership team, but we’re open to the right candidate elsewhere in the UK or EU.

      What we offer

      • Competitive salary

        Remote work – with Belfast office access

        Private health insurance for you and your family

        Pension plan

        35 days annual leave

        Share options, Apple laptop, and WFH budget

        In-person meetups and team retreats

        Next steps

        Apply by 27 July 2025. We’re reviewing applications as they come in and will be in touch quickly if it looks like a match.