Customer Success Team Manager

Customer Success Team Manager

Salary: £45,000 - £55,000 + circa £10,000 bonus

Location: Hybrid Working (Newcastle HQ)

My client is a fast-growing technology software and services provider delivering a market leading solution targeted to the education sector.

As part of their exciting growth plans, they are recruiting for a Customer Success Team Manager to lead their Customer Success function in their increasing client portfolio, ensuring customers get the most out of the services provided and are continually supported and trained.

The Customer Success Team Manager does not personally manage customer accounts. Instead, they ensure the Customer Success team, processes, and systems operate effectively to deliver outstanding outcomes at scale.

The Role

• Line manage a team of 5 Customer Success Manager's
• Set clear priorities, workloads, and performance expectations
• Coach, develop, and support team members
• Ensure the team has the product and sector knowledge required to serve education customers
• Hire and onboard new Customer Success Specialists
• Take responsibility of customer escalations
• Ensure the broader Customer Success team are fully enabled with:
• Product knowledge
• Release updates
• Best-practice guidance
• Support processes
• Maintain and improve internal documentation, playbooks, and escalation paths
• Proactively identify and manage 'at risk' customers
• Champion customer feedback and advocate for customer needs internally
• Work with the Account Manager to identify opportunities for cross sell and up sell

The Person

• Prior experience of leading a customer success team, in a SaaS or tech environment
• Experience in Customer Success, Support, or SaaS operations
• Strong organisational and people-management skills
• Commercially aware with a customer-first mindset
• Data-driven and comfortable using CRM and support platforms
• Calm, structured, and able to manage competing priorities

This is a fantastic opportunity to join a growing organisation at an exciting time with genuine opportunities for career development and progression. Alongside this they offer a salary of £45,000-£55,000 DOE, and performance related bonuses.

The role supports hybrid working with typically 3 days per week at their Newcastle offices and 2 days home-based once you are up-to-speed.

If you feel you have the qualities our client is seeking, please submit your CV and covering letter indicating your current package or for a discreet conversation call our Peterlee office.

GEM Partnership is acting as an employment agency on this vacancy.

Due to the high volume of applications we receive, we are unable to contact every candidate individually. If you do not hear from us within 7 days of submitting your application, please assume that you have not been shortlisted on this occasion.

We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles.

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