Senior Customer Success Manager – Maternity Cover

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Facilitate value realization: The Senior CSM will leverage their extensive knowledge of systems, deep understanding of the education sector, and principles of Customer Success to collaborate with our top-tier clients (a specified list of our highest value accounts) to:

• - Establish measurable business objectives

• - Conduct regular Success Reviews

• - Encourage complete product adoption

• - Present results in comprehensively detailed and well-organized Success Plans

• Stakeholder management: Cultivate and enhance relationships with customer C-suite and key operational stakeholders to ensure Arbor is essential to their business operations

• - Hold regular on-site meetings with clients to agree on and evaluate progress towards outcomes; confirm next steps and functionality rollout strategies; discuss any outstanding risks; and conduct general check-ins to maintain positive relationships

• Risk management: Proactively perform and monitor health checks and platform usage, intervening to identify and manage risks for their designated accounts.

• - Collaborate closely with the relevant Partnership Manager (who will handle commercial risks) and other internal stakeholders to mitigate these risks.

• Commercial growth: Spot upsell, cross-sell, and expansion opportunities, working closely with Partnership Management colleagues to safeguard and enhance Net Revenue Retention (NRR).

• Effective cross-functional advocacy and collaboration: The Senior CSM will collaborate closely with colleagues across the organization

• - Transform complex customer feedback and unmet requirements into actionable insights for our Product and Engineering teams.

• - New relationships will need to be established and existing ones nurtured, with a continuous aim of serving as the voice of the customer.

• Technical expertise: The Senior CSM will possess a profound understanding of Arbor's products and services, enabling them to provide technical guidance and advice to clients, and must be committed to ongoing learning and enhancing their knowledge of the Product

• - Collaborate with customers on configuring or modifying system settings

• - Provide advice on data services, integrations, and APIs

• - Discuss system architecture

• - Recommend relevant training and Professional Services that would be beneficial

⛳️ Requirements

• Strong background in Schools/MAT/LAs preferred

• Experience with Arbor MIS preferred

• Over 3 years of experience in a SaaS business in a customer success-oriented, client-facing role is advantageous

• Data-driven: Experience with Gainsight and AI tools would be advantageous for tracking KPIs and measuring customer success

• Strategic thinker: Ability to comprehend business objectives and align SaaS capabilities to address their specific challenges

• Relationship builder: Exceptional communication and negotiation skills with a proven track record of managing executive stakeholders.

• Adaptability: Capacity to perform in a fast-paced, dynamic environment and work autonomously with strong time management skills.

• Willingness to travel frequently to customer locations for a minimum of 20% of your time

🏝️ Benefits

• A dedicated wellbeing team that promotes initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training, and much more!

• 32 days of holiday (plus Bank Holidays). This consists of 25 days of annual leave plus 7 extra company-wide days provided over Easter, Summer & Christmas

• Life Assurance covering 3x annual salary

• Comprehensive wellness benefit offered by AIG Smart Health, which provides a 24/7 virtual GP service, mental health support, counseling, and personalized health checks

• Private Dental Insurance through Bupa

• Salary sacrifice Pension provided by Scottish Widows

• Enhanced maternity and adoption leave (20 weeks full pay) and paternity leave (6 weeks full pay)

• 5 complimentary return-to-work maternity coaching sessions to help you adjust to this exciting new phase of life!

• Access to services such as Calm and Bippit (financial wellbeing coaching)

• All roles promote flexible working, and we are happy to discuss what this means for you

• Social committees that organize team, office, and company-wide events to bring people together and celebrate successes

• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships, etc.)

• Opportunity to volunteer with a charity of your choice for one day each year