Senior Customer Success Manager

Senior Customer Success Manager

South Wales

£40,000 - £50,000 DOE

Hybrid / Flexible Working - Home based

• Manage the customer journey from onboarding through to renewal, ensuring smooth handovers, clear communication, and a consistently high‑quality experience.
• Deliver effective Customer Success experiences that enable customers to adopt the company’s products, realise value, and achieve positive outcomes.
• Continuously improve the customer journey, establishing clear processes, effective handovers, and appropriate engagement at every stage.
• Own the delivery of customer contracts across both single‑ and multi‑product agreements, including individual school and strategic customer relationships.
• Monitor commitments, timelines, and deliverables to ensure customers receive maximum value while building strong, trusted relationships that support retention and long‑term engagement.
• Lead regular customer check‑ins and reviews, including operational and strategic business reviews where appropriate.
• Drive customer engagement through proactive communication, structured touchpoints, and targeted support.
• Build meaningful relationships with users and stakeholders to support ongoing product adoption and long‑term success, identifying and addressing risks early.
• Support retention and renewal objectives by scaling Customer Success models and using customer insight and data.
• Monitor and analyse customer engagement, usage, and Success indicators to identify trends, risks, and opportunities.
• Use customer feedback and data to improve Customer Success approaches, resources, systems, and workflows across products and markets.
• Collaborate with Product, Sales, Marketing, and Customer Success teams to ensure customer insight informs product development, engagement strategies, and operational planning.
• Support the development of scalable success initiatives, including self‑serve resources, automated journeys, and onboarding materials.

• Significant experience in Customer Success, preferably within an education technology context.
• Demonstrated ability to manage customer relationships and contracts across the lifecycle.
• Experience with large local authority contracts is an advantage.
• Full UK driving licence and willingness to travel frequently across Wales and England; occasional travel to Bristol and Scotland required.
• Strong communication, analytical, and stakeholder‑management skills.