Customer Success, retention and expansion

• Lead the Customer Success function and ensure customers achieve measurable value from Boxbar's technology.
• Create a clear customer lifecycle covering onboarding, adoption, value realisation, account development, renewal and advocacy.
• Own customer retention, renewal and expansion performance.
• Develop strategic account plans for major customers and partners.
• Strengthen executive sponsorship and relationships across Boxbar's key accounts.
• Ensure customer feedback informs Product, Operations and commercial decision-making.
• Build a culture in which Customer Success is considered a revenue and value-creation function, not solely a support function.

Pricing and commercial discipline

• Own pricing strategy, commercial packaging and deal architecture.
• Ensure commercial proposals demonstrate clear customer ROI and protect Boxbar's margin.
• Introduce appropriate deal approval, discounting and contracting controls.
• Work with the CFO to evaluate customer economics, payment terms, margin and cash impact.
• Work with the COO to ensure proposed deployments are operationally feasible and appropriately resourced.
• Improve the quality, consistency and commercial protection contained within customer agreements.

Revenue Operations and forecasting

• Establish the CRM as the single source of truth for opportunities, accounts, activities and forecasts.
• Introduce clear pipeline definitions, qualification criteria and governance.
• Create reliable weekly, monthly and quarterly revenue forecasts.
• Build appropriate dashboards covering pipeline coverage, conversion, sales velocity, retention, expansion and forecast accuracy.
• Ensure commercial decisions are supported by accurate data rather than optimism or anecdote.
• Create clear accountability for pipeline creation and progression at individual and team level.

Market development and partnerships

• Build and execute go-to-market plans for priority markets and sectors.
• Identify strategic partnerships, channels and joint commercial opportunities.
• Evaluate new countries and sectors against market demand, revenue potential, delivery requirements and risk.
• Represent Boxbar at major customer meetings, industry events and strategic negotiations.
• Strengthen Boxbar's position as a category-defining technology partner rather than a traditional equipment supplier.

Executive and cross-functional leadership

• Act as the senior commercial partner to the CEO.
• Work closely with the COO to align customer commitments with operational capacity and delivery quality.
• Work closely with the CFO on budgets, revenue planning, margin, cash collection and investment requirements.
• Collaborate with Product and Technology to ensure market insight influences the roadmap.
• Align Marketing activity with commercial priorities, target sectors and pipeline requirements.
• Contribute to company strategy, investment planning and Board discussions.
• Bring clarity, accountability and constructive challenge to the executive team.

Team and organisational leadership

• Assess the current commercial and Customer Success structure and define the future organisation required.
• Recruit, coach and develop high-performing commercial leaders and team members.
• Set clear expectations, objectives and performance standards.
• Create a commercially ambitious but collaborative culture.
• Build succession, capability and resilience across the revenue organisation.
• Lead in accordance with Boxbar's values: dependable, innovative and committed to genuine partnership.

About You

You will be a commercially exceptional leader who combines strategic thinking with the ability to execute.

You Will Have

• Significant senior experience leading revenue, commercial or go-to-market functions.
• A demonstrable record of generating substantial revenue growth within a scaling business.
• Experience leading enterprise sales involving complex stakeholders, long sales cycles and high-value agreements.
• Direct leadership experience across more than one revenue function, ideally including Sales and Customer Success.
• Evidence of improving retention, account growth and customer lifetime value.
• Strong command of pipeline management, CRM discipline, forecasting and commercial analytics.
• Experience designing pricing, propositions and complex commercial agreements.
• The ability to quantify personal contribution to revenue, margin and company growth.
• Experience building and developing high-performing commercial teams.
• Strong executive presence and credibility with boards, founders, customers and partners.
• Experience operating internationally or entering new markets.
• The resilience and judgement required within a fast-moving scale-up.

Highly Desirable Experience

• Hardware-enabled SaaS or technology-enabled physical products.
• Hospitality, venues, stadiums, arenas, festivals or live events.
• Payments, POS, frictionless retail or venue technology.
• Mission-critical customer environments.
• Manufacturing, installation or multi-site service delivery.
• Working closely with founders during the transition from founder-led selling.
• Supporting investment, due diligence, acquisitions or international expansion.

Leadership characteristics

The Successful Person Will

• Be relentlessly commercial without compromising long-term customer value.
• Command a room while listening carefully and adapting their approach.
• Challenge constructively and remain composed under pressure.
• Be confident enough to disagree with founders and experienced enough to know when to do so.
• Combine ambition with disciplined forecasting and evidence.
• Lead through others rather than becoming the organisation's principal salesperson.
• Create clarity and accountability without introducing unnecessary bureaucracy.
• Communicate difficult messages early and directly.
• Remain hands-on enough for a scale-up while building structures that reduce reliance on individuals.
• Demonstrate humility, resilience, curiosity and sound judgement.

Why join Boxbar?

This is an opportunity to lead the revenue strategy of a category-defining technology company with:

• Proven technology and genuine market demand.
• Major customers and partners across global sport, events, venues and hospitality.
• Significant opportunities for international expansion.
• A product capable of improving customer experience, efficiency and revenue.
• Direct access to the CEO, Board and wider executive team.
• Meaningful influence over company strategy and future growth.
• The opportunity to build a global revenue organisation rather than inherit a finished structure.