Senior Customer Success Manager (Maternity Cover)

2 hours, 3 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 and develop a named portfolio of Arbor’s highest-value Multi Academy Trust and Local Authority accounts.
  • Define measurable business outcomes and create well-managed Success Plans for top-tier customers.
  • Run regular Success Reviews to track progress, adoption, and return on investment.
  • Build and maintain relationships with customer C-suite and operational stakeholders.
  • Conduct on-site customer meetings to review progress, confirm next steps, and manage rollout plans and risks.
  • Monitor customer health and platform usage, and proactively raise and manage account risks.
  • Identify upsell, cross-sell, and expansion opportunities to support Net Revenue Retention growth.
  • Work closely with Partnership Managers and other internal stakeholders to mitigate commercial and customer risks.
  • Translate customer feedback and unmet needs into actionable insights for Product and Engineering teams.
  • Advise customers on product configuration, data services, integrations, APIs, system architecture, training, and professional services.

Requirements

  • Strong background in schools, Multi Academy Trusts, or Local Authorities preferred.
  • Experience using Arbor MIS preferred.
  • 3+ years of experience in a SaaS, customer success, or customer-facing role.
  • Experience with Gainsight and AI tooling is beneficial for tracking KPIs and measuring customer success.
  • Strong strategic thinking with the ability to align SaaS capabilities to customer business goals.
  • Exceptional communication and negotiation skills with experience 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.
  • Commitment to continued learning and deepening product knowledge.
  • Experience supporting customer growth and retention in a high-value account environment is beneficial.

Benefits

  • Salary up to £45,000 plus bonus and car allowance.
  • Remote-first working with occasional onsite travel.
  • 32 days holiday, including Bank Holidays, made up of 25 days annual leave plus 7 company-wide days.
  • Enhanced maternity and adoption leave with 20 weeks full pay, plus 6 weeks full pay paternity leave.
  • Life assurance at 3x annual salary.
  • Private dental insurance and comprehensive wellness cover, including 24/7 virtual GP access, mental health support, counselling, and health checks.
  • Dedicated professional development budget for CPD courses, upskilling resources, and professional memberships.
  • Flexible working and access to wellbeing initiatives, social events, financial wellbeing coaching, and a charity volunteer day each year.

Interested in this position?

Apply directly on the company website

Apply Now

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