Senior Customer Success Manager
South Wales
£40,000 - £50,000 DOE
Hybrid / Flexible Working – Home based
Pertemps is currently recruiting for a Senior Customer Success Manager on behalf of a growing and innovative EdTech organisation.
This is an exciting opportunity to join a business that is making a real impact within education, supporting schools and customers through high-quality digital learning solutions. The role sits within the Customer Success team and will play a key part in delivering effective, consistent, and high-quality Customer Success experiences across a product portfolio.
The successful candidate will support customer adoption, value realisation, retention, and long-term engagement across the customer lifecycle from onboarding through to renewal.
Within this broader Customer Success remit, the role has a particular focus on managing customer relationships and contracts across the lifecycle. This includes onboarding new customers, overseeing contract delivery for both single and multi-product agreements, and supporting the effective management of individual school and strategic customer contracts to drive retention, growth, and long-term partnerships.
Key responsibilities will include:
• Managing the customer journey from onboarding through to renewal, ensuring smooth handovers, clear communication, and a consistently high-quality customer experience.
• Delivering effective Customer Success experiences that enable customers to successfully adopt the company’s products, realise value, and achieve positive outcomes.
• Managing and continuously improving the customer journey, ensuring clear processes, effective handovers, and appropriate customer engagement at every stage.
• Owning the successful delivery of customer contracts across both single- and multi-product agreements, including individual school and strategic customer relationships.
• Monitoring commitments, timelines, and deliverables to ensure customers receive maximum value while building strong, trusted relationships that support retention and long-term engagement.
• Leading regular customer check-ins and reviews, including operational and strategic business reviews where appropriate.
• Driving customer engagement through proactive communication, structured touchpoints, and targeted support.
• Building meaningful relationships with users and stakeholders to support ongoing product adoption and long-term customer success, identifying and addressing risks to engagement early.
• Supporting retention and renewal objectives through scalable Customer Success models and the effective use of customer insight and data.
• Monitoring and analysing customer engagement, usage, and Customer Success indicators to identify trends, risks, and opportunities.
• Using customer feedback and data to help improve Customer Success approaches, resources, systems, and workflows across products and markets.
• Working collaboratively with Product, Sales, Marketing, and Customer Success teams to ensure customer insight informs product development, engagement strategies, and operational planning.
• Supporting the development of scalable Customer Success initiatives, including self-serve resources, automated customer journeys, and onboarding materials.
This is an excellent opportunity for an experienced Customer Success professional who enjoys building long-term customer relationships, improving customer experiences, and working within a collaborative and growing business environment.
Equally, this role offers a really interesting career pathway for someone who has academic / teaching experience and now wishes to pursue a slightly different career route away from classroom teaching.
If you have worked in a wider EdTech role and have significant experience of supplying into large local authority contracts, then this may be of interest to you too.
This role requires a full UK driving licence and, whilst it will be primarily home based, the role will spend significant time across areas of Wales and England in customer facing sites. Ability to travel to head office locations in Bristol and, occasionally to Scotland office, is also required for this one.
This is a great role which offers real scope to build a rewarding career path within an exciting, award winning organisation who are on a growth trajectory. You will report to a fantastic and inspirational leader, and will enjoy collaborating with a fantastic team of colleagues who really are the best in the business.
If you would like to find out more, please get in touch directly with Barry Lee, Director and retained recruitment partner at Pertemps by applying online now