Senior customer success manager

Senior Customer Success Manager (EMEA)

📍 Sheffield (Hybrid – 3 days in office)

🕒 Full‑time | Permanent

📌 Reports to: Head of Customer Value


Tes is growing, and we’re building something special.


We’re looking for a Senior Customer Success Manager to join our newly formed Customer Value function and play a pivotal role in supporting our largest, most complex customers across EMEA. If you're passionate about Customer Success, impact‑driven, and thrive in a fast‑moving environment, this is a rare opportunity to help shape a new strategic function from the ground up.


⭐ About the Role

As our Senior CSM, you’ll be the strategic partner and trusted advisor to a portfolio of high‑value customers (worth £5–10m ARR). You'll drive net revenue retention (NRR), deepen multi‑product adoption, and collaborate closely with Sales to identify growth opportunities across the Tes EdTech ecosystem.


You will guide customers through change, ensure meaningful educational and business outcomes, and elevate their overall experience with Tes. Backed by our specialist product teams, you’ll make a real difference to the way schools operate and the impact they can deliver.


🔑 What You’ll Be Doing

Customer Relationship Leadership

* Own post‑sale relationships across a portfolio of high‑value enterprise accounts
* Deliver multi‑product success plans aligned to customer goals and NRR targets
* Manage renewals, risk, and long‑term customer health

Revenue Growth & Expansion

* Joint accountability for NRR across your portfolio
* Identify and support cross‑sell opportunities across the Tes ecosystem
* Collaborate with Sales on expansion strategy and forecasting

Driving Product Adoption & Value

* Champion adoption across an expanding suite of Tes products
* Guide customers through roadmap updates and new feature launches
* Translate platform capabilities into measurable educational & commercial outcomes

Strategic Partnering & Advocacy

* Build relationships with senior stakeholders
* Lead strategic business reviews focused on value realisation
* Act as the “voice of the customer” internally with Product & Engineering teams

Leadership & Collaboration

* Mentor junior CSMs and contribute to shaping our new Customer Success function
* Partner with Sales, Product, Support, and Marketing
* Support development of playbooks, enablement and scalable success processes


🎯 What You’ll Need to Succeed

Experience

* 5+ years in Customer Success, Account Management or strategic client‑facing roles
* Experience in a multi‑product SaaS or platform environment
* Proven ownership of retention and NRR outcomes
* Experience with enterprise or large multi‑site customers (EdTech experience desirable)
* Experience in early‑stage or newly formed Success functions is a plus

Skills & Strengths

* Executive presence with strong influencing and stakeholder‑management skills
* Excellent communication, presentation and relationship‑building abilities
* Comfortable in fast‑paced, high‑growth environments
* Strong analytical skills, including interpreting data‑driven insights
* Strategic thinking with a consultative problem‑solving approach
* Skilled negotiator, able to drive mutual value
* Highly organised, with the ability to manage competing priorities


💡 What You’ll Get from Us

* A meaningful role with purpose and impact
* 25 days holiday rising to 30
* 5% pension
* State‑of‑the‑art offices
* Access to My Benefits World
* Life Assurance, EAP & eye‑care
* Cycle to Work scheme
* Quarterly Tes socials
* Comprehensive Learning & Development opportunities


🌍 About Tes

At Tes we are on a mission to power schools and enable great teaching worldwide, by delivering EdTech solutions that give educators the tools to succeed. From safeguarding and compliance to staff and pupil management, our innovative and flexible software and services help teachers and school leaders worldwide to provide the best education to millions of children.


With more than 13 million educators in our community, combined with our working relationships with 25,000 schools in over 100 countries, we have been making a difference for over 100 years

Learn more at www.tes.com


💬 Ready to Make an Impact?

If you’re driven by customer success, excited by growth, and eager to help shape a new strategic function, we’d love to hear from you.


Apply today and help us build the future of education.