Customer Success Team Manager

The Role

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.

Responsibilities

• Line manage a team of 5 Customer Success Managers
• 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 enab...