Senior Manager, Customer Success

Are you a strategic Customer Success leader ready to transform how organisations engage and retain their customers?

We’re looking for a Senior Manager, Customer Success (Education) to lead and evolve our customer lifecycle strategy within the Education sector driving retention, customer satisfaction, and long-term value

About the role

In this role, you’ll take ownership of the full customer lifecycle, aligning Customer Success and Renewals into a seamless, proactive function.

You’ll move the organisation from a reactive model to a data-driven, insight-led approach, ensuring customers are supported at every stage from onboarding through to renewal and advocacy.

Key responsibilities

• Lead a high-performing team of Customer Success Managers and Renewals specialists
• Own and deliver renewal and retention strategy and performance.
• Build a proactive customer engagement model using lifecycle insights and data
• Identify churn risks and growth opportunities through customer analytics
• Partner cross-functionally with Sales, Product, Marketing and Support
• Implement scalable processes across the customer journey
• Act as a senior voice of the customer, influencing business strategy

About You

• Demonstratable experience in Customer Success, Account Management, or similar
• Proven success in customer retention within SaaS or subscription-based businesses
• Strong analytical mindset with experience using customer data and health metrics is essential
• Experience leading teams and driving transformation or scale
• Ability to influence and collaborate with senior stakeholders
• Excellent communication and leadership skills
• Experience in the Education sector is highly desirable
• Lead a business critical transformation
• Work in a high-growth, technology-driven environment
• Collaborate with talented teams across the organisation
• Make a real impact on customer success and business performance

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