Senior Customer Success Manager; EMEA

Norfolk St, Sheffield City Centre, Sheffield S1 2JE
, UK •

London, UK

Posted Monday 16 February 2026 at 06:00

Department: Customer Value
Location: Sheffield/London
Working Pattern: Hybrid – includes 3 days per week in the office
Contract Type: Full‑time, Permanent
Salary: £60,000 - £75,000 base salary, plus benefits

At Tes we are on a mission to
power schools and enable great teaching worldwide, by delivering EdTech solutions that give educators the tools to succeed.From safeguarding and compliance to staff and pupil management, our innovative and flexible software and services help teachers and school leaders worldwide to provide the best education to millions of children.

With more than 13 million educators in our community, combined with our working relationships with 25,000 schools in over 100 countries, we have been making a difference for over 100 years

We are seeking a
Senior Customer Success Manager (CSM) to join our newly formed Customer Success function, nurturing and expanding relationships with our largest, most complex customers across EMEA.

This high‑impact role is central to driving
Net Revenue Retention (NRR) by strengthening adoption of our rapidly evolving EdTech platform, ensuring measurable educational and commercial outcomes, and partnering closely with Sales on cross‑sell and expansion initiatives.

You will manage a portfolio of strategic accounts across the UK/EMEA, deepening multi‑product adoption, reducing churn risk and identifying growth opportunities within and beyond existing solutions. Backed by specialist Product Support teams, you will act as a trusted advisor, guiding customers, influencing outcomes, and maximising the value they derive from the Tes ecosystem.

For someone who thrives on problem‑solving, delivering customer impact, and helping shape a new function, this is an exciting opportunity to make a meaningful difference.

• Develop and execute multi‑product success plans aligned to customer goals and NRR targets, in partnership with Sales.
• Proactively manage customer health, renewal cycles and retention outcomes.
• Jointly accountable for NRR across your key accounts.
• Identify, position, and support cross‑sell opportunities across the Tes ecosystem.
• Partner with Sales on account growth strategy and expansion closure.
• Support forecasting accuracy across renewals and expansions.

• Drive adoption across an expanding suite of Tes products & services.
• Guide customers through product changes and new feature releases.
• Translate platform capabilities into clear educational and commercial value.
• Ensure customers adopt the right solutions at the right time.

• Build strong relationships with senior decision‑makers.
• Lead strategic business reviews focused on value, product roadmap and growth.
• Position Tes as a long‑term partner, not a vendor.

• Act as the customer voice, partnering with Product and Engineering.
• Help customers understand and adopt new product capabilities.
• Mentor junior CSMs and contribute to a culture of continuous learning.
• Collaborate closely with Sales, Product, Support and Marketing.
• Coordinate internal resources for a seamless customer experience.
• Contribute to playbooks, enablement materials and scalable success processes.
• Role‑model Tes values in all interactions.

• 5+ years’ experience in Customer Success, Account Management or strategic client‑facing roles.
• Experience building or working within an early‑stage or newly formed Success function.
• Proven experience managing enterprise / large multi‑product SaaS customers.
• Strong track record driving retention, NRR and value outcomes.
• Experience supporting customers through solution expansion or platform transformation.
• Experience in K‑12 education or EdTech desirable.

• Executive presence with the ability to influence senior stakeholders.
• Exceptional communication, presentation and relationship‑building skills.
• Resilient and adaptable in fast‑paced environments.
• Strong analytical skills (including interpreting predictive insights).
• Excellent problem‑solving and…