Customer Success Executive

AQA; Manchester; Hybrid; GBP 24,000 - 27,000; Full time

Job summary

A leading educational provider in the UK is seeking a Customer Success Executive based in Manchester. This role involves ensuring an excellent customer experience through proactive support and engagement with both new and existing customers. The successful candidate will work within a dynamic team, contributing to the growth and success of the organisation while receiving full training and support.

Benefits

Generous pension scheme

25 days annual leave increasing yearly

Hybrid working arrangements

Newly refurbished office amenities

Qualifications

• Experience in customer service or support roles required.
• Proficiency with CRM systems and accurate data entry.
• Ability to work independently and as part of a supportive team.

Responsibilities

• Act as the first point of contact for both new and existing customers.
• Support onboarding, resolve queries, and identify new sales opportunities.
• Coordinate follow-up activities like training and bespoke packages.

Skills

Building and maintaining customer relationships

Effective communication with stakeholders

Managing busy workloads

Proactive identification of opportunities

Tools

CRM systems

Quartz

Job description

At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK , we mark over 10 million exam papers each year and it’s our people who make this happen.

Customer Success Executive

12 months Fixed Term Contract

Manchester: £24,670 - £26,360

Hybrid Working

Join our growing team: help us shape the future of customer success!

Think you know what great customer support looks like?

Imagine using those skills to shape the future of education.

Celebrating Every Success.

AQA are widely known for our GCSE and A Level Qualifications. We also offer the Unit Award Scheme (UAS) which is all about celebrating every success and has been inspiring students and building learner confidence since 1984. The scheme is designed with progress in mind to help students flourish and re-engage with their learning journey.

As aCustomer Success Executive, you’ll be the first point of contact for both new and existing customers—helping them get the most out of our services. You’ll proactively reach out via phone, video, and email to support onboarding, resolve queries, and identify new sales opportunities. You’ll also coordinate follow-up activities like training and bespoke packages, ensuring a smooth and engaging customer journey.

You’ll work closely with the wider UAS team, using tools like CRM and Quartz to log interactions and track progress. In return, you’ll gain hands-on experience in a growing organisation with a clear five-year expansion plan, and the opportunity to shape how we support our customers.

What’s in it for you?

This role offers full training, a supportive and friendly team of 10 colleagues and opportunities to collaborate with internal teams, customers and external stakeholders. We also offer:

• Opportunities for personal and professional growth.

• Generous pension scheme with combined contributions up to 18.5% from day one.

• 25 days annual leave, increasing yearly for five years, plus Bank Holidays and Christmas closure.

• Hybrid working: at least two office days per week (Manchester-based role).

• Newly refurbished office with a gym, games room, and yoga studio.

What do I need to be successful?

• Experience building and maintaining strong customer relationships

• Confidence communicating with a range of stakeholders (e.g. teachers, exam officers, curriculum leads)

• Ability to manage a busy workload and prioritise effectively

• Familiarity with CRM systems and accurate data entry

• A proactive approach to identifying and following up on opportunities

What do I do next?

Read the full job description, then upload your most recent CV along with a cover letter explaining why your skills and experience make you the perfect fit for this role.

You could wait until applications close at 23:59 on Sunday 29th June to apply, but we will be interviewing as applications come in and reserve the right to close the advert early should we find the right person, so apply today.

Interviews will be held in on Microsoft Teams on Friday 11th July.

All applications will receive a response.

AQA is an equal opportunity employer committed to fostering an inclusive and diverse workplace where everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and supported to thrive.

#CRE23

Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

Purpose: The Customer Success Executive (CSE) is responsible for retaining existing core UAS accounts whilst actively developing new sales, contributing to and supporting the conversion of leads through to registrations via proactive outbound customer contact; building relationships and engaging with prospects, customers and stakeholders.

The primary duties include: understanding the customers’ needs and any issues/problems; providing support for customers’ needs and development; resolving issues; identifying new sales opportunities online or on the phone; and working with customers to ensure a smooth sales and bring-on process.

The post holder will also be responsible for coordinating and actioning follow up activity such as customer training/events or liaising with the team on bespoke packaging for individual customers.

The CSE contributes to meeting the UAS acquisition, retention and growth targets; and to the overall C&P strategic aim to ‘be closer to our customers’, firmly placing them front and centre of our work.Landscape: UAS is expanding its operational and customer base in line with a 5-year investment plan. Greater external awareness and visibility of UAS is leading to increased interactions both with potential and existing customers seeking support to join, as well as optimise their use of the scheme.
The UAS team works directly with customers, providing excellent support and guidance, to maximise use of UAS. The team is also responsible for seeking and identifying sales opportunities, creating and converting leads.
The CSE works within the UAS Customer Success (CS) area of UAS. The CS team is responsible for acquisition, retention and growth of new and existing customers, carrying out a number of customer success plans to maximise customer engagement with UAS. The CS team work closely with UAS Registrations and Training, the latter being responsible for identifying opportunities and leads for the CS team to follow up and convert; registering and training customers: and developing and maintaining the UAS unit library.
Activities:
Support UAS customer accounts, working directly for the Customer Success Manager, and closely with the wider UAS team.
Work proactively to contact customers and prospective customers by telephone, video calls, email or other online channels to support achievement of acquisition and retention targets.
Build and maintain excellent customer relationships to support achievement of AQA’s key strategic objectives and meet the targets of the 5-year UAS expansion plan.

Monitor issues and queries from customers, working with colleagues in UAS and the wider organisation to ensure satisfactory resolution and identification of sales opportunities.
Liaise with the UAS team to support customer engagement activity, eg with bespoke packages and training.
Use CRM and Quartz (internal processing system) to accurately log and maintain prospect, suspect and customer contact and sales records in order to support analysis, sales development and excellent customer relationship management.
Collate and maintain management information data on UAS customers and produce reports as required.

Need to know (to be successful in this role, you will need to know):
How to build and maintain exceptional customer relationships, putting them front and centre every time.
How to interact both proactively and reactively with customers at all levels, eg teachers, teaching assistants, exams officers, heads of centre, curriculum leads etc.
How to use CRM and other IT systems to optimise to optimum benefit; and keep databases up-to-date and accurate at all times.
How to be results focused with a ‘step up’ mindset to be able deliver at pace and with accuracy
How to work independently as well as contribute effectively to the team.
How to manage and prioritise a busy workload.

General

1. To comply with all AQA’s policies and other legislative requirements, including but not limited to HSE, Equal Opportunities and ISMS.

2. Where business needs change, to undertake other responsibilities which are of a commensurate level outside the terms of this role profile.