Customer Success

Job Title: Customer Success Manager

Reports To: Director, Customer Experience

Role Overview:

The Customer Success Manager is responsible for building strong long-term relationships with customers and ensuring they achieve ongoing value from the platform. The CSM becomes the primary point of contact once onboarding is complete, supporting operational use, planning future activity, identifying opportunities for improvement, and managing renewals. This role is central to customer satisfaction, retention, and account growth.

Key Responsibilities:

Handover & Transition Management

• Attend the sales-to-service handover to understand customer context, goals, and scope.

• Participate in onboarding kickoff sessions as required to gain clarity on timelines and early deliverables.

• Lead the BAU handover process from delivery into Customer Success, ensuring all relevant information, risks, and dependencies are capture.

• Build a strong understanding of the customer's exam schedule, workflows, and operating model.

Customer Relationship Ownership

• Act as the main point of contact once onboarding is complete.

• Develop a deep understanding of customer goals and ensure the solution supports these effectively.

• Build productive relationships with key customer stakeholders.

• Conduct regular check-ins, including monthly, quarterly, or six-monthly cadence depending on the customer’s engagement model.

Governance & Strategic Planning

• Lead BAU governance meetings, offering clear updates, insights, and recommendations.

• Run Quarterly or 6-Monthly Customer Success reviews to track progress, discuss improvements, and support long-term planning.

• Help customers prepare for future exam cycles using previous performance and lessons learned.

Operational Support & Coordination

• Coordinate with internal teams including Onboarding Specialists, L2 Support, Operations, and PMO when customer issues or questions arise.

• Participate in pre-exam day meetings where needed to ensure customer readiness.

• Help customers prepare for future exam cycles using previous performance and lessons learned.

• Track and escalate risks to ensure a smooth customer experience.

Performance & Adoption Tracking

• Monitor customer usage, success metrics, and exam activity to identify risks or opportunities.

• Analyse trends and help customers improve efficiency, quality, and overall satisfaction.

• Ensure customers adopt new features and understand the full value of the platform.

Renewals & Growth

• Own the renewal process, ensuring timely and structured communication

• Identify upsell opportunities based on customer goals, platform usage, and future plans.

• Support commercial conversations in partnership with Sales where needed.

• Maintain accurate account notes and forecasting for renewals and risk.

Requirements:

• Experience in a Customer Success, Account Management, or relationship-focused role within a SaaS or technology environment.

• Strong communication skills with the confidence to speak to senior stakeholders and guide strategic conversations.

• Ability to analyse data, identify trends, and provide insight that supports decision-making.

• Experience handling escalations and working with cross-functional teams to resolve issues.

• Strong organisational skills and the ability to manage multiple customers at once.

Desirable

• Familiarity with exam delivery, assessment technologies, or regulated operational environments.

• Experience working with onboarding or implementation teams.

• Understanding of customer lifecycles and success planning frameworks.

• Experience managing renewals or supporting commercial discussions.
  
  

Requirements:

• Experience in a Customer Success, Account Management, or relationship-focused role within a SaaS or technology environment.

• Strong communication skills with the confidence to speak to senior stakeholders and guide strategic conversations.

• Ability to analyse data, identify trends, and provide insight that supports decision-making.

• Experience handling escalations and working with cross-functional teams to resolve issues.

• Strong organisational skills and the ability to manage multiple customers at once.

Desirable

• Familiarity with exam delivery, assessment technologies, or regulated operational environments.

• Experience working with onboarding or implementation teams.

• Understanding of customer lifecycles and success planning frameworks.

• Experience managing renewals or supporting commercial discussions.