Senior Customer Success Manager (Maternity Cover)

2 hours, 19 minutes ago
Contract
Senior
Customer and Technical Support
Arbor

Arbor

Arbor is the leading cloud MIS provider in the UK, empowering schools and MATs to collaborate effectively, save time, and enhance pupil achievement through centralized data management and insightful analytics.

IT Services
51-250

Description

  • Own a named list of high-value accounts and act as the primary customer-facing contact.
  • Define measurable business outcomes and present them through well-managed Success Plans.
  • Run regular Success Reviews to track progress against customer goals.
  • Drive full product adoption and support customers in realising value from Arbor.
  • Build and maintain relationships with customer C-suite and key operational stakeholders.
  • Conduct regular on-site meetings to review progress, next steps, rollout plans, and risks.
  • Monitor customer health and platform usage, and proactively identify and manage risks.
  • Identify upsell, cross-sell, and expansion opportunities to support Net Revenue Retention.
  • Translate customer feedback and unmet needs into actionable insights for Product and Engineering teams.
  • Advise customers on system configuration, data services, integrations, APIs, system architecture, and relevant training or Professional Services.

Requirements

  • Strong background in schools, Multi Academy Trusts, or Local Authorities is preferred.
  • Experience with Arbor MIS is preferred.
  • Solid experience in a SaaS customer success or customer-facing role is beneficial.
  • Experience using Gainsight and AI tooling to track KPIs and measure customer success is beneficial.
  • Ability to think strategically and align SaaS capabilities to customer business goals.
  • Exceptional communication and negotiation skills with a track record of managing executive stakeholders.
  • Ability to work independently in a fast-moving, dynamic environment with strong time management skills.
  • Willingness to travel frequently to customer sites at least 20% of the time.
  • Deep understanding of Arbor's products and services with a commitment to continued learning.
  • Please note that visa sponsorship is not available at this time.

Benefits

  • Salary of up to £45,000 plus bonus and car allowance.
  • Remote-first working with occasional onsite travel and flexible working discussions available.
  • 32 days holiday, including 25 days annual leave plus 7 company-wide days over Easter, Summer, and Christmas.
  • Life assurance at 3x annual salary.
  • Private dental insurance with Bupa.
  • Salary sacrifice pension provided by Scottish Widows.
  • Enhanced maternity and adoption leave at 20 weeks full pay, plus 6 weeks full pay paternity leave.
  • Dedicated wellbeing support, including mindfulness, mental health first aid training, virtual GP access, counselling, and health checks.
  • Professional development budget for CPD courses, upskilling resources, and professional memberships.
  • Access to Calm and Bippit financial wellbeing coaching.
  • A volunteer day each year to support a charity of your choice.
  • Potential for a permanent position after the 7-month fixed-term maternity cover contract.

Interested in this position?

Apply directly on the company website

Apply Now

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