Customer Success Manager

Michael Page; Nottingham; Hybrid; GBP 45,000 - 50,000; Full time

Job summary

A growing education-led business in Nottingham seeks a Customer Success Manager to enhance customer engagement and retention. This hybrid role offers a salary of £45,000-£50,000 per annum. You will be responsible for customer onboarding, retention strategies, and cross-team coordination. The ideal candidate should have experience in customer-facing roles, particularly in SaaS or education. The company promotes a collaborative environment and offers flexible working hours, generous holiday leave, and on-site benefits.

Benefits

28 days' holiday plus bank holidays

Flexitime around core hours

Company pension

On-site parking

Collaborative team environment

Qualifications

• Experience in a customer-facing role within SaaS or education sector.
• Ability to improve or rebuild customer-facing processes.
• Strong communication skills to manage stakeholder expectations.

Responsibilities

• Own customer onboarding and ensure clarity in outcomes.
• Identify customer disengagement and take proactive steps.
• Capture and represent customer feedback within the organization.
• Maintain CRM hygiene and success metrics.
• Coordinate actions between different teams to ensure smooth delivery.

Skills

Customer Success experience

Commercial awareness

Process improvement

Clear communication

CRM proficiency

Job description

Overview

This growing, education-led business supports health professionals and professional services businesses looking to build commercially sustainable, values-driven organisations. Through online programmes and a paid membership model, the business provides practical education, systems and ongoing support to customers operating globally. Customers may engage through one-off programmes or through longer-term membership, with Customer Success playing a key role in helping individuals and businesses understand how to get the most value from the full ecosystem. Customer Success sits at the heart of the operating model. It is not a reactive support function, but a proactive, commercially minded capability focused on engagement, retention, membership growth and long-term customer value.

The Customer Success function already exists and has evolved over time. The business is now entering a rebuild phase, with the opportunity to strengthen foundations, refine customer journeys and put scalable systems in place to support continued growth. Longer term, the ambition is to build a large, engaged global community of professional customers with a strong sense of identity, trust and shared purpose.

Description

The role

The Customer Success Manager owns customer and member outcomes end-to-end - from first enquiry and onboarding through to adoption, engagement, renewal and retention.

A core focus of the role is improving how customers move through the ecosystem: supporting one-off customers to see the value of membership, and ensuring members engage fully with the broader range of products, services and community resources available to them.

The role combines hands-on delivery (including inbox and chat-based customer interaction where required) with strategic redesign, focusing on customer journeys, success frameworks, engagement models and internal coordination.

The role works closely with Marketing, Education, Technology, Production and Operations to ensure customers don\'t just purchase - they understand, apply and benefit from what they\'ve invested in.

This is a hybrid role, with three days per week based in Holmes Chapel.

Key responsibilities

• Customer journey and onboarding
  • Own onboarding across memberships and one-off programmes
  • Reduce time-to-value by making next steps, outcomes and success paths clear
  • Design and embed structured success plans, milestones and touchpoints
• Value, engagement and outcomes
  • Translate customer activity and usage into meaningful outcomes
  • Identify early signs of disengagement or churn
  • Create simple indicators of customer health and success
• Retention, growth and conversion
  • Proactively reduce churn through structured engagement
  • Improve conversion between one-off customers and ongoing memberships
  • Support renewals and expansion in a way that feels consultative and value-led
• Voice of the customer
  • Capture insight, feedback and friction points
  • Turn qualitative insight into clear, prioritised input for internal teams
  • Represent customer needs internally with confidence and clarity
• Internal coordination and delivery
  • Maintain clear ownership, actions and timelines across teams
  • Ensure strong handovers between Marketing, Tech, Education and Support
  • Bring structure, momentum and accountability to customer delivery
• Systems and scalability
  • Maintain CRM hygiene, success playbooks and onboarding frameworks
  • Help define metrics that reflect genuine customer health
  • Leverage automation, AI and SaaS tools to enhance service delivery

Profile

Core experience and capabilities

• Experience in Customer Success, Account Management or a similar customer-facing role (in a SaaS, Education or similar background)
• Strong commercial awareness, with an understanding of retention, lifetime value and growth
• Experience improving or rebuilding existing customer-facing processes or functions
• Strategic thinker who prioritises impact over activity
• Calm, decisive and comfortable operating with ambiguity
• Clear communicator able to align stakeholders and manage challenging conversations
• Confident using CRM and workflow tools

Nice to have

• Experience in a scaling or fast-moving SME
• Exposure to memberships, subscriptions or online communities
• Experience working with remote or international teams
• Familiarity with metrics such as NPS, CSAT or customer health scoring
• Interest in professional education, services or membership-based models
• Knowledge of AI-driven customer support tools
• Exposure to direct-response or funnel-based environments

Job Offer

What\'s on offer

• Salary: £45,000-£50,000 per annum (DOE)
• 28 days\' holiday plus bank holidays, plus your birthday off
• Hybrid working (3 days per week in the office)
• Company pension
• Flexitime around core hours (10am-4pm)
• On-site parking at a stunning office
• A collaborative, high-energy team with a strong sense of purpose
• The opportunity to rebuild and shape a critical function