Customer Value Manager (FTC - Maternity Cover - 12 Months)
Department: Customer Value / Global Customer Operations
Location: Sheffield (Hybrid – 3 days per week in office)
Contract Type: Full‑time, 12‑month FTC (Maternity Cover)
Salary: £40,000 - £45,000
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
Role overview:
The Customer Value team exists to maximise customer outcomes, loyalty, and lifetime value across our SaaS portfolio. We ensure customers stay, succeed, and grow with us by:
1. Driving Customer Success – helping schools and educators realise measurable value from our products.
2. Strengthening Retention & Loyalty – reducing churn, mitigating risk, and demonstrating ROI throughout the customer lifecycle.
3. Championing the Customer Voice – surfacing insights that shape product, strategy, and operations.
4. Optimising Adoption & Engagement – enabling users with the right support, knowledge, and best practices.
As Customer Value Manager, you will lead a team responsible for adoption, in‑life engagement, renewal risk, and proactive retention strategy. This role blends Customer Success leadership with strategic retention management, ensuring customers both experience value and recognise value across their lifecycle.
You will work cross‑functionally with Sales, Product, Support, and Marketing to drive exceptional customer outcomes while safeguarding and expanding recurring revenue. This is an ideal role for someone who is data‑driven, commercially aware, and passionate about helping customers unlock the power of EdTech.
Key Responsibilities:
Customer Value & Success Leadership
5. Own the customer lifecycle from onboarding through renewal, ensuring customers achieve their desired outcomes.
6. Lead your team to deliver proactive and tech‑touch engagement models that improve adoption, satisfaction, and utilisation.
7. Shape and embed best‑practice Customer Success methodologies across the team.
Retention & Renewal Excellence
8. Oversee proactive renewal management — including risk identification, churn mitigation, and value articulation.
9. Develop and execute retention playbooks, including success plans and strategies for at‑risk customers.
10. Strengthen customer loyalty through consistent value communication and solution alignment.
Customer Advocacy & Insight
11. Champion the customer voice internally, sharing trends, blockers, and opportunities.
12. Identify cross‑sell opportunities based on usage insights, product fit, and customer needs.
13. Partner with Support to ensure seamless escalation and issue resolution.
Operational & Performance Management
14. Own key performance metrics (renewal rate, churn %, adoption, NPS, customer health).
15. Build dashboards and reports that highlight behaviours, risks, and opportunities.
16. Implement scalable processes, workflows, and automations that improve team efficiency.
People Leadership
17. Lead, coach, and develop a high‑performing Customer Value team.
18. Embed a culture of accountability, continuous improvement, and customer‑first behaviours.
19. Create clarity around expectations, roles, and performance measures.
Cross‑Functional Delivery
20. Work with the Head of Customer Value and Product teams to influence roadmap priorities.
21. Collaborate with Sales on handovers, renewal preparation, and expansion alignment.
What will you need to succeed?
22. 4+ years' experience in Customer Success, Account Management, Retentions, or similar SaaS roles.
23. Proven success reducing churn, improving adoption, and managing renewal cycles.
24. Experience in SaaS, technology, or EdTech (ideal).
25. Team leadership or coaching experience (desirable).
26. Strong data literacy and comfort using customer health, usage, and sentiment data to inform decisions.
27. Excellent stakeholder management and communication skills.
28. Ability to identify churn risks early and design effective mitigation strategies.
29. Strong commercial mindset, especially around renewals and value positioning.
30. Skilled in delivering structured business reviews.
31. Comfortable working in fast‑paced environments with competing priorities.
32. Familiarity with customer success platforms (Salesforce, Gainsight, Freshdesk, etc.).
33. Understanding of the education sector is beneficial but not essential.
34. Awareness of NPS, CSAT, health scoring, and how to influence experience metrics.
What do you get in return?
35. 25 days annual leave rising to 30
36. 5% pension
37. State‑of‑the‑art offices
38. Access to a range of benefits via My Benefits World
39. Free eye‑care cover
40. Life Assurance
41. Cycle to Work Scheme
42. Employee Assistance Programme (EAP)
43. Monthly Tes Socials
44. Access to an extensive Learning & Development offering