Overview
Would you like to help enrich the lives of learners around the world? At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer‑centric solutions that improve education outcomes.
RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources). Within the assessment market, we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high‑stakes assessment such as GCSEs, ALevels and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on‑screen tests and to mark millions of paper‑based scripts. For over a decade, we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure and reliable e‑marking solutions.
Service & Operations is the engine room of assessment, leading and managing how clients consume and operate with RM’s assessment platforms. We design services that are easily consumable and replicable, implement them on time and budget so we deliver client outcomes, and continually provide value so they stay with us for the long term.
The Head of Customer Success provides leadership to a crucial function within service and operations. The purpose of the function is to lead the client services engagement for RM to deliver all contracted outcomes and demonstrable value to RM customers.
Responsibilities
The Head of Client Success is a strategic leadership role accountable for ensuring the successful implementation, sustained adoption, and long‑term value realisation of RM’s enterprise solutions across key customer sectors and regions. Operating as a member of the senior leadership team within the Service and Ops function, you will lead major accounts, drive customer partnership, platform optimisation, business impact, and deliver exceptional ROI. In conjunction with this, you will lead a team that owns and delivers the examination session planning and execution in your jurisdiction. You’ll collaborate closely with internal functions such as Sales, Professional Services, Product, and Delivery.
* Customer Success Leadership: Own and manage a portfolio of strategic clients, driving engagement, satisfaction, and retention. Act as a trusted adviser to senior stakeholders, aligning RM capabilities with transformation goals.
* Enterprise delivery oversight: Lead delivery excellence across enterprise clients to deliver run P&L, effective examination session planning and execution, oversee contractual commitments, SLAs, and high‑impact issue resolution, driving operational performance and continuous improvement.
* Client growth and expansion: Partner cross‑functionally with Sales, Professional Services, and Partner teams to define and execute account growth strategies, identifying upselling, cross‑selling and broader solution expansion opportunities.
* Business Outcome Alignment: Guide clients in mapping RM capabilities to strategic objectives, supporting data‑informed planning and forecasting.
* Value Delivery & Health Monitoring: Continuously monitor customer engagement, platform utilisation, and business outcomes, building and executing tailored success plans.
* Voice of the Customer & Innovation Influence: Champion customer voice across internal teams, ensuring feedback shapes product development and service evolution.
* Community Building & Best Practices Sharing: Foster engagement by connecting clients with the broader RM community and representing RM in external forums.
* Risk Management and Incident Leadership: Lead engagement to resolve complex customer challenges, safeguarding platform trust and confidence.
* Operational & Strategic Planning: Lead planning and execution of complex client programs, aligning with client needs and commercial goals.
* Team Leadership & Development: Build and lead a high‑performing Client Success team, fostering accountability, innovation, and continuous improvement.
* Customer Enablement & Education: Drive enablement through onboarding, training, and education programs to support sustained user adoption.
* Decision‑Making Scope: Make high‑level decisions aligning customer goals with corporate strategy, shaping solutions, people planning, performance and budget.
Experience
We are seeking a commercially astute, transformation‑focused leader with a strong track record in senior service delivery roles within complex client environments. We are looking for a dynamic services senior manager that understands the complexities and nuances of delivering value to clients while delivering organisational objectives.
Essential
* Proven leadership in SaaS or technology‑enabled service delivery
* Demonstrated ability to drive strategic technology/SaaS service improvements through data and insight
* Gravitas and experience in leading relationships with senior/executive client stakeholders
* Strong commercial acumen with experience managing P&L or complex budgets
* Track record of leading and scaling high‑performing, cross‑functional teams
* Ability to operate in complex, fast‑paced environments and deliver measurable results
What’s in it for you?
At RM we have My Work Blend @RM which provides office‑based colleagues with multlocation and hybrid working options. You can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance‑related bonus. There are lots of voluntary benefits too – you could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. We create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com. Unfortunately, we are unable to offer visa sponsorship for this role.
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