Customer Success Manager

• Proven experience in Customer Success, Account Management, or Client Services roles
• Demonstrable success in achieving KPIs around customer retention and satisfaction
• Confident communicator with strong presentation skills for leading meetings at all levels
• Comfortable with technical software solutions and able to explain complex concepts clearly
• Proficient in using CRM systems (Salesforce advantageous)
• Ability to manage multiple accounts or projects simultaneously in a fast-paced environment
• SaaS / technology sector experience highly desirable; background in EdTech or Higher Education is beneficial but not essential

• Manage a portfolio of accounts, ensuring customers gain maximum value from their solutions
• Lead customer meetings (in-person and virtual), building relationships with stakeholders at all levels
• Monitor and drive NPS and CSAT scores, resolving any issues to deadlines
• Identify and suggest solutions to customer challenges, passing leads to the sales team for further development
• Proactively offer and sell customer training, and deliver new starter sessions in your specialist product area
• Gather customer feedback and share insights to help shape the product development roadmap
• Collaborate with internal teams (support, product, sales, professional services) to enhance customer outcomes
• Log all interactions and maintain accurate records in the CRM system

• The chance to join a people-focused tech company with a fantastic culture
• Excellent training and ongoing professional development opportunities
• Performance-related bonus scheme
• 25 days' holiday + bank holidays, plus 2 wellbeing days per year
• Christmas shutdown period
• Flexible benefits package, including private healthcare, life assurance, personal development options, retail discounts, and more
• Company pension contribution
• Hybrid working with a balance of remote and in-office days
• Social events and charitable initiatives throughout the year

RedTech Recruitment