Customer Success Manager - Remote

Overview

We are looking for a proactive, customer-centric Customer Success Manager, who will be the primary contact for a portfolio of our existing customers during their post-sales journey. The successful candidate will be responsible for maximising value realisation for customers in their portfolio, along with customer retention and growth.

In Short

• Primary post-sales contact and relationship owner for a portfolio of customers
• Accountable for achieving customer outcomes and customer advocacy
• Key role for ensuring customer retention and long-term relationship
• Ensure customers see value in new products and services, leading upsell activities
• Establish and maintain regular customer engagement
• Build and maintain relationships across customer organisations with a mix of operational and strategic stakeholders
• Drive product engagement and adoption, identifying and addressing any barriers to adoption
• Facilitate training for customers throughout their journey
• Work cross-functionally across the business to support customer outcomes

Requirements

• Prior experience in the apprenticeship delivery space
• Experience as a Customer Success Manager or Account Manager
• Good understanding of technology and ability to learn quickly
• Experience in a regulated or complex environment
• Experience working with customers and stakeholders at various levels
• Customer Success accreditation
• Excellent written and verbal communication skills
• Active listener and problem solver
• Highly organised and able to manage own workload

Benefits

• 27 days holiday allowance plus bank holidays
• Option for paid volunteering leave
• Half a day off at the end of the week during summer
• Option to purchase additional leave
• Company pension scheme
• Life insurance
• Private health insurance
• Discounted gym membership
• Retail and other discounts
• Employee Assistance Programme
• Learning and development budget
• Regular paid social events