Senior Customer Success Manager; Maternity Cover

About the role

We are looking for a strategic, collaborative and customer‑centric Senior Customer Success Manager to own and help us grow our highest value Multi Academy Trusts and Local Authorities. You will be the face of our organisation, responsible for advising customers on the art of the possible in Arbor, ensuring they realise the maximum return on investment – driving adoption and strategic expansion, ultimately contributing to our excellent retention and account growth rates.

Drive value realisation: The Senior CSM will use their in‑depth system knowledge, deep education industry knowledge and understanding of the principles of Customer Success to work alongside our top tier customers to:

• Define measurable business outcomes
• Conduct regular Success Reviews
• Drive full product adoption
• Present outcomes in clearly detailed and well‑managed Success Plans

Stakeholder management: Build and nurture relationships with customer C‑suite and key operational stakeholders to ensure Arbor is indispensable to their business operations.

• Carry out regular on‑site meetings with customers to agree on and measure progress to outcomes; confirm next steps and functionality roll‑out plans; discuss outstanding risks; general check‑in to maintain positive relationships.

Risk management: Proactively carry out and monitor health checks and platform usage, intervening to raise and manage risks for their named list of accounts.

• Work closely with the relevant Partnership Manager (who will manage commercial risks) and other internal stakeholders to mitigate.

Commercial growth: Identify upsell, cross‑sell, and expansion opportunities, collaborating closely with Partnership Management colleagues, to protect and grow Net Revenue Retention (NRR).

Effective cross‑functional advocacy and collaboration: The Senior CSM will work extremely closely with colleagues across the business.

• Translate complex customer feedback and unmet needs into actionable insights for our Product and Engineering teams.
• New relationships will need to be fostered and existing ones developed and maintained, with the continuous aim of advocating as the voice of the customer.

Technical expertise: The Senior CSM will bring a deep understanding of Arbor's products and services, which enables them to provide technical guidance and advice to customers and must be committed to continued learning and deepening their understanding of the Product.

• Work with customers on configuring or adjusting system configurations
• Advising on data services, integrations and APIs
• Discussing system architecture
• Advising on relevant training and Professional Services that would be of benefit

• Strong School/MAT/LA background preferred
• Experience of Arbor MIS preferred
• 3+ years of experience in a SaaS business in a customer success focused, customer facing role beneficial
• Data driven:
  Experience with Gainsight and AI tooling would be beneficial to track KPIs and measure customer success
• Strategic thinker:
  Ability to understand business goals and align SaaS capabilities to solve their specific challenges
• Relationship builder:
  Exceptional communication and negotiation skills with a track record of managing executive stakeholders.
• Adaptability:
  Ability to perform in a fast moving, dynamic environment and work independently with strong time management skills.
• Willingness to travel frequently to customer sites a minimum of 20% of your time

The chance to work alongside a team of hard‑working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company‑wide days given over Easter, Summer & Christmas
• Life Assurance paid out at 3x annual salary
• Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks
• Private Dental Insurance with Bupa
• Salary sacrifice Pension provided by Scottish…