OP
Senior Customer Success Manager managing complex Federal customer accounts and driving technology adoption at Casepoint. Developing strategies for retention and value realization across diverse stakeholder groups.
About the role
- Work with highest-value customers (named top-tier accounts) to define agreed outcomes and create detailed Success Plans
- Measure progress against outcomes throughout the customer journey and update Success Plans
- Enable customers to achieve agreed outcomes through guidance, training recommendations and proactive support
- Conduct customer health checks (particularly ahead of renewals) and prepare and present materials for review meetings
- Manage account risks as the risk owner, coordinating with Partnership Managers and internal stakeholders to resolve issues
- Provide technical expertise on Arbor products: configuration, data services, integrations, APIs, system architecture
- Advise on relevant training and Professional Services and recommend functionality rollout plans
- Regularly visit named customers onsite to hold review meetings and maintain relationships
- Identify upsell and cross-sell opportunities, qualify leads and hand them to Account Management
- Collaborate closely across Customer Success, Partnership, Product and Marketing teams and advocate for the customer internally
Requirements
- Strong School and MAT MIS system knowledge preferred
- Experience of Arbor MIS preferred
- 3+ years of experience in a SaaS business in a customer success focused, customer facing role
- Willingness to travel frequently to client sites (minimum 20% of time)
- Experience with Gainsight and Zendesk would be highly beneficial
- Ability to work independently with strong time management skills
- Ability to perform in a fast moving, dynamic environment
- Ability and willingness to visit customers onsite regularly for review meetings
- Right to work in the UK (We are unable to provide visa sponsorship at this time)
Benefits
- The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday.
- A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
- 32 days holiday (25 days annual leave plus 7 company-wide days) plus Bank Holidays
- Annual Car allowance
- Monthly Phone allowance
- Life Assurance paid out at 3x annual salary
- Comprehensive wellness benefit provided by AIG Smart Health (24/7 virtual GP service, mental health support, counselling, personalised Health Checks)
- Private Dental Insurance with Bupa
- Salary sacrifice Pension provided by Scottish Widows
- Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay)
- 5 free return to work maternity coaching sessions
- Access to services such as Calm and Bippit (financial wellbeing coaching)
- Flexible working (roles champion flexible working; open to discussion)
- Social committees and company events
- Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships)
- Volunteer with a charity of your choice for a day each year
- Refer-a-friend voucher up to £200
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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