Customer Success Team ManagerSalary: £45,000 - £55,000 + circa £10,000 bonusLocation: 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 RoleLine manage a team of 5 Customer Success Manager'sSet clear priorities, workloads, and performance expectationsCoach, develop, and support team membersEnsure the team has the product and sector knowledge required to serve education customersHire and onboard new Customer Success SpecialistsTake responsibility of customer escalationsEnsure the broader Customer Success team are fully enabled with:Product knowledgeRelease updatesBest-practice guidanceSupport processesMaintain and improve internal documentation, playbooks, and escalation pathsProactively identify and manage 'at risk' customersChampion customer feedback and advocate for customer needs internallyWork with the Account Manager to identify opportunities for cross sell and up sellThe PersonPrior experience of leading a customer success team, in a SaaS or tech environmentExperience in Customer Success, Support, or SaaS operationsStrong organisational and people-management skillsCommercially aware with a customer-first mindsetData-driven and comfortable using CRM and support platformsCalm, 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.To stay safe in your job search we recommend that you visit JobsAware, a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the JobsAware website to get free, expert advice for safer job search.
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