Customer Adoption and Values Lead- Education

OneAdvanced; United Kingdom; Remote; GBP 70,000 - 90,000; Full time

Benefits offered by this job

26 days holiday + bank holidays

Private medical insurance

Pension with 5% matched

Life assurance 4x salary

Employee assistance programme

Job summary

OneAdvanced Limited in the United Kingdom is seeking a Customer Adoption & Values Lead to protect and strengthen strategic ITDP accounts, driving adoption of our software and realising measurable value for customers.

You will collaborate with Sales, Support, Professional Services, Product and Marketing to deliver value, manage senior stakeholders, and guide renewal and growth conversations while maintaining health and retention.

Qualifications

• Substantial experience in a customer-facing B2B software role, ideally customer success, customer adoption, strategic account management or retention.

Responsibilities

• Protect and strengthen high-ARR strategic ITDP accounts through proactive customer engagement and adoption.
• Lead regular value reviews focusing on outcomes like operational efficiency, learner outcomes, compliance and funding performance.
• Develop adoption plans to improve feature usage and embed best practice.
• Identify risk early and lead retention or recovery plans.
• Coordinate with Sales, Support, Professional Services, Product and Marketing to unblock blockers and restore confidence.
• Provide wrap-around support to accounts nominated by Account Managers to support MYA, renewal and growth discussions.

Skills

Customer success

Account management

Stakeholder management

Data-driven decisions

Cross-functional collaboration

Renewal/retention

Job description

Join OneAdvanced

Join Our Dynamic Team at OneAdvanced: Shaping the Future of Training Providers

We're seeking an exceptional Customer Adoption & Values Lead to join our talented team at OneAdvanced, a leading software supplier to the UK's education sector. As a key member of our team, you will play a pivotal role in cultivating and maintaining strategic partnerships with our existing customer base, supporting growth and strategic objectives through the effective use of our leading software solutions. This role directly contributes to OneAdvanced's mission of "powering the world of work".

What You Will Do

As Customer Adoption and Values Lead, you will protect and strengthen high-ARR strategic Independent Training Provider (ITP) accounts through proactive customer engagement, product adoption and value realisation. You will directly manage a number of strategic ITP accounts outside the IQ Education Campaign, where there is limited remaining whitespace but a critical need to protect retention. You will also provide targeted wrap-around support to accounts nominated by Account Managers, improving customer health and readiness for MYA, renewal and growth conversations.

Key Responsibilities

• Strategic account stewardship: Own relationship health, senior stakeholder alignment and value delivery across the strategic ITP accounts excluded from the IQ Education Campaign.
• Value reviews: Establish and lead regular customer value reviews, focused on the outcomes that matter to ITPs, including operational efficiency, learner outcomes, compliance, funding performance and service quality.
• Adoption planning: Develop and deliver account-level adoption plans that improve use of relevant functionality, embed best practice and help customers gain measurable value from their investment.
• Risk identification and intervention: Use customer feedback, product usage, support trends, relationship sentiment and renewal timelines to identify risk early and lead proportionate retention or recovery plans.
• Cross-functional coordination: Bring together the right internal stakeholders across Sales, Customer Support, Professional Services, Product and Marketing to resolve blockers and restore customer confidence.
• Account Manager wrap-around support: Run focused adoption and customer-health interventions for accounts nominated by Account Managers, enabling stronger MYA, renewal and growth discussions.
• Commercial enablement: Equip Account Managers with customer value narratives, stakeholder maps, health insights and evidence of realised benefit to support their commercial activity.
• Voice of customer: Surface ITP market insight, recurring product concerns and customer needs to influence product priorities, service improvements, enablement and communications.
• Portfolio governance: Maintain clear account plans, risk registers, adoption measures and executive-contact plans; provide regular reporting on portfolio health and intervention outcomes.

How Success Will Be Measured

• Gross Revenue Retention (GRR) across the core strategic-account portfolio.
• Net Revenue Retention (NRR), including the effect of retention, contraction avoidance and supported growth activity.
• Reduction in churn and contraction risk within the strategic portfolio.
• Improvement in agreed customer-health and product-adoption measures.
• Percentage of accounts with current executive stakeholder engagement and documented value plans.
• Number, timeliness and outcome of at-risk interventions or save plans.
• Improvement in health and commercial readiness for Account Manager-nominated accounts.
• Quality and usefulness of ITP customer insight provided to internal teams.

What You Will Have

Experience and Skills

• Substantial experience in a customer-facing B2B software role, ideally customer success, customer adoption, strategic account management or retention.
• Experience working with Independent Training Providers, Further Education, skills or training organisations is highly desirable.
• Strong understanding of ITP priorities, including funding and compliance requirements, learner outcomes, inspection readiness, operational delivery and employer engagements.
• Demonstrable experience of improving customer adoption, retaining strategic accounts and handling sensitive or complex customer situations.
• Credibility and confidence with senior customer stakeholders, including CEOs, Managing Directors, Operations Directors and curriculum or quality leaders.
• Commercially aware but not sales-led: able to recognise opportunities, build the case for value and hand commercial ownership to the Account Manager.
• Comfortable using data and insight, including product usage, account health, support trends and revenue information, to prioritise activity and make recommendations.
• Highly organised, collaborative and able to manage multiple customer interventions at once.

Personal Attributes

• Customer-centred, pragmatic and outcomes-focused.
• Calm and credible in difficult customer situations.
• Proactive in spotting risks before they become renewal issues.
• Collaborative across Sales, Support, Product and Services.
• Able to balance strategic relationship management with disciplined execution and follow-through.
• Comfortable working independently in a sales-led environment without carrying a sales quota.

Please note, applicants must have the legal right to work in the UK at the time of application.

What We Do For You

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it
• Pension with 5% matched company contributions
• Life assurance worth 4x your salary from day one
• Free financial planning session with the option to engage in more tailored financial coaching.

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership

Who We Are

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com