Senior Customer Success Manager; Maternity Cover

Location:

Remote-first, occasional onsite

Salary: up to £45,000 + bonus + car allowance

Maternity Cover – 7‑month fixed‑term contract until May 2027 (with potential for permanent)

Final date to receive applications:
Friday 26th June

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, 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: use in‑depth system knowledge and deep education industry knowledge to work alongside top‑tier customers to:
• Define measurable business outcomes
• Conduct regular success reviews
• Drive full product adoption
• Present outcomes in 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 named accounts
• Work closely with the relevant Partnership Manager and other internal stakeholders to mitigate risks
• 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: translate complex customer feedback and unmet needs into actionable insights for Product and Engineering teams; foster and maintain new and existing relationships as voice of the customer
• Technical expertise: bring deep understanding of Arbor's products and services, provide technical guidance and advice to customers; commit to continued learning and deepening product knowledge
• Work with customers on configuring or adjusting system configurations; advise on data services, integrations and APIs; discuss system architecture; advise on relevant training and Professional Services that would benefit

• Strong School/MAT/LA background preferred
• Experience of Arbor MIS preferred
• Solid experience in a SaaS business in a customer‑success focused, customer‑facing role beneficial
• Data‑driven: experience with Gainsight and AI tooling beneficial to track KPIs and measure customer success
• Strategic thinker: ability to understand business goals and align SaaS capabilities to solve 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

• A dedicated wellbeing team that champions initiatives such as mindfulness, lunch‑n‑learns, manager training, mental health first‑aid training and more
• 32 days holiday (plus Bank Holidays); 25 days annual leave + 7 extra company‑wide days given over Easter, Summer & Christmas
• Life assurance paid out at 3× annual salary
• Comprehensive wellness benefit provided by AIG Smart Health, offering 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 Widows
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay
• 5 free return‑to‑work maternity coaching sessions
• Access to services such as Calm and Bippit (financial well‑being coaching)
• All roles champion flexible working; we are happy to discuss what this means to you
• Social committees that plan team, office and company‑wide events to bring…