Membership Account Manager

Job Description

About The National College:
At The National College, we empower education professionals to transform children’s lives. Our all-in-one platform helps schools, trusts, and nurseries stay compliant, raise standards, and reduce staff workload through intuitive, impactful technology. If educators need it, we build it. We’ve created a unique platform that combines the world’s largest CPD and policy library with innovative software tools, developed in collaboration with thousands of schools and more than 1,000 education experts.

We are looking for a proactive and customer-focused Membership Account Manager to join our Customer Success team. This role will play a key part in improving customer retention, reducing churn, and supporting long‑term customer success across our Key Account customer base. You will manage renewal and cancellation conversations, resolve customer escalations, and identify opportunities to strengthen customer engagement through cross‑sell, upsell, and referral activity.

Working closely with Customer Success, Key Accounts, and wider commercial teams, you will act as a trusted partner to customers while helping drive retention performance across the business.

Essential

Experience:

• Experience in a customer retention, renewals, account management, or customer success role.
• Proven ability to manage customer relationships and handle challenging conversations professionally.
• Strong communication and interpersonal skills, with the ability to build trust and influence stakeholders.
• Results‑oriented mindset with experience meeting or exceeding retention or renewal targets.
• Strong organisational skills with the ability to manage multiple priorities in a fast‑paced environment.
• Proactive problem‑solving approach and ability to identify risks before they escalated.
• Experience using CRM platforms and customer management tools (Hub Spot experience preferred).

• Experience with in the Education or EdTech sector.
• Experience working within a SaaS or subscription‑based business model.

• Relationship management
• Negotiation and influencing skills
• Customer communication (written and verbal)
• Problem‑solving and decision‑making
• Commercial awareness
• Time management and organisation
• Presentation skills
• Team collaboration
• Self‑motivation and initiative
• Adaptability and resilience

• Manage an allocated portfolio of customer accounts, focusing on retention, renewals, customer engagement, and revenue growth.
• Lead proactive renewal conversations and work to reduce customer churn through effective account management strategies.
• Handle cancellation requests and escalations professionally, identifying solutions that support both customer outcomes and business objectives.
• Build and maintain strong relationships with key customer stakeholders to better understand customer needs, challenges, and feedback.
• Identify opportunities for cross‑sell, upsell, and customer referrals where appropriate.
• Deliver timely and effective communication regarding customer queries, invoicing issues, and account‑related matters.
• Maintain accurate records of customer interactions, renewal activity, and account updates within CRM systems.
• Collaborate with internal teams to share customer insights and contribute to continuous product and service improvement.
• Act as a customer advocate within The National College, helping to champion customer experience and retention initiatives.
• Stay up to date with company products, processes, industry trends, and commercial developments.

At The National College, we’re passionate about helping organisations grow and thrive through knowledge and connection. You’ll be part of a business that values its people, supports continuous development, and celebrates success.

• Life assurance
• Enhanced maternity, paternity, shared parental, and adoption pay
• 24/7 online GP access
• Mental health and wellbeing support
• One paid charity day per year
• 25 days’ holiday, increasing to 30 days with service
• Professional study support
• Plus more

This job description is intended as a guide to the main responsibilities of the role and is not exhaustive. The post holder may be required to undertake any other reasonable duties commensurate with the level of the role to meet the needs of the business.