Customer Success Manager - Pathways Education & Coaching · United Kingdom

Customer Success Manager – Pathways for Progress

Location:

UK / Europe

Department:
Education & Certification (E&C)

TM Forum is the global industry association that drives collaboration and collective problem‑solving to maximize the business success of communication and digital service providers and their ecosystem of suppliers. We are a global alliance of 800+ organizations across the connectivity ecosystem - counting the world’s top 10 Communication Service Providers (CSPs) and all the key hyperscalers as active, strategic members.

E&C is entering a pivotal new chapter with the launch of Pathways for Progress (P4P) – TM Forum’s new member engagement programme. P4P recognises and rewards member engagement across all member activities with the Forum – certifications, attending events, contributing to collaboration and innovation projects. This happens through a belt progression system (White through to Black Belt). In particular, certifications sit at the very foundation of belt progression – making the accuracy and quality of our education and programme operations central to P4P’s success.

As P4P launches at our DTW Copenhagen event in June 2026, we are creating this role to ensure our members and learners receive a consistently excellent experience across both our certification programmes and the Pathways for Progress initiative – and that the operational infrastructure can scale with our ambition.

As Customer Success Manager – Pathways for Progress, you are the operational and member‑facing heartbeat of the E&C team. You own the day‑to‑day experience of our members and learners across both certification programmes and P4P – ensuring queries are resolved promptly, data is accurate, communications are timely, and processes improve over time.

This is a hands‑on role for someone who takes genuine pride in operational excellence – someone who enjoys making complex systems feel effortless to the people who rely on them, and who proactively fixes things at source rather than just managing them as they arise.

• Own the inbound query queue across both education and P4P – triaging and resolving member questions about belt status, points, learner access, enrolment, and certification issues. Acknowledge within one working day; route escalations to IT, data, or Engagement Manager teams as appropriate.
• Create clear, empathetic communication to learners and members – including step‑by‑step access guidance, certification instructions, and responses to data or points discrepancies.
• Support enterprise customers with enrolment, licence management, extensions and expiration – ensuring learners have timely, correct access aligned with contractual terms.
• Support strategic enterprise training customers post‑sale, driving adoption, engagement, reporting and renewal readiness to maximise long‑term customer value and retention.

Success looks like:
Members and learners feel well‑supported, queries are resolved quickly, and escalations are rare because guidance is clear and proactive.

• Maintain data accuracy across both the P4P points and belt system and the education platform – running regular checks, investigating anomalies, and working with IT and data teams to resolve discrepancies at source.
• Produce accurate certification progress reports for enterprise customers and internal stakeholders – reconciling certification data from our LMS with Salesforce and Accredible credentialling platform data, and resolving inconsistencies before reports are shared.
• Lead the annual P4P belt recalculation process – coordinating with the data team, briefing Marketing Ops in advance, and reviewing outbound messaging for move‑up, at‑risk and drop‑down scenarios.

Success looks like:
Data is trusted. Reports go out accurately and on time. Belt scores and certification records reflect reality.

• Act as the operational bridge between E&C and IT, learning vendors, and marketing platforms – escalating and tracking platform issues that affect learner access or programme data, and communicating clearly…