Role Overview
We’re looking for a high-energy, commercially minded Client Success & Growth Manager to act as a senior individual contributor, driving measurable impact across our client base. You’ll combine consultative customer partnerships with a sharp eye for growth opportunities — ensuring every conversation unlocks value, deepens engagement, and fuels renewal and expansion.
This is a role for someone curious, proactive, and commercially driven — equally confident in delivering customer outcomes and spotting sales opportunities in the moment. You’ll also play a key role in sharing best practice and raising the bar across the wider Customer Success team.
Responsibilities
Drive Customer Value & Growth
* Own revenue expansion and contribute directly to net revenue retention targets.
* Build strong relationships with clients, understanding their goals, challenges, and success drivers.
* Proactively spot upsell, cross-sell, and renewal opportunities during customer interactions.
* Shape account strategies that deliver impact for customers and revenue growth for Cognassist.
* Forecast and track account metrics with accuracy, delivering against quarterly revenue goals.
Customer Engagement & Adoption
* Lead customer onboarding and activation, ensuring clients embed Cognassist effectively.
* Deliver tailored enablement and training to drive adoption across teams and stakeholders.
* Champion the benefits of cognitive profiling and learning strategies with senior client leaders.
Consultative Partnership
* Conduct Customer Impact Reviews, providing insights and clear next steps to improve performance.
* Act as a trusted advisor — bringing fresh ideas, best practices, and solutions that add value.
* Collaborate with Sales, Product, and Engineering to ensure customer feedback drives innovation.
Advocacy & Influence
* Convert customer success into advocacy: case studies, testimonials, and reference clients.
* Engage executives and stakeholders to reinforce Cognassist’s strategic value.
* Support timely renewals and negotiate agreements with commercial confidence.
Team Contribution & Best Practice
* Share knowledge, insights, and proven approaches with Customer Success peers.
* Help strengthen team capability by modelling commercial curiosity and proactive customer engagement.
Required Skills & Experience
* Minimum 3 years in Customer Success, Sales, Account Management, or a similar client-facing role.
* SaaS experience essential; EdTech background a plus.
* Strong commercial acumen with proven success in renewals, upselling, and expansion.
* Energetic, curious, and motivated by delivering customer impact and revenue growth.
* Excellent communicator and influencer, comfortable with both frontline users and executives.
* Organised, proactive, and resilient under pressure.
* Skilled with CRM tools and Excel; confident using data to inform decisions.
Key Competencies
* Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
* Excellent listening, negotiation, and presentation abilities; and
* Strong verbal and written communication skills.
Qualifications
* Experience of the Education and EdTech sector preferable but not mandatory, with passion about the education industry and the role of cognition in delivering learner achievement.