Enterprise Customer Success Manager

Job Description: Enterprise Customer Success ManagerLocation: Cambridge, UK (Hybrid, Regular Office Presence Required)Department: Customer SuccessReporting to: Chief Delivery Officer (Co-Founder)About UsWe are an innovative EdTech start-up on a mission to transform learning through cutting-edge technology, insightful data, and world-class content. Working alongside education providers and enterprise partners, we use our proprietary AI technologies to deliver impactful solutions that empower learning at scale.We’re seeking a dynamic Customer Success Manager with strong project management to join our Customer Success Department, working closely with our Customer Success Operations team and collaborating across teams including our Account Managers in sales. This role offers a unique opportunity to drive success in enterprise-level partnerships, nurturing relationships, ensuring smooth and timely adoption of our product and its functionalities, leveraging data, and demonstrating value to our customers.Key Responsibilities1.Onboarding & Success ManagementLead the planning, execution, and monitoring of key projects for enterprise customers, ensuring they are delivered on time, within scope, and meet quality standardsCollaborate with the rest of the Team to align solution configuration and integration with customer goals and organizational objectives2.Stakeholder Relationship ManagementBuild and nurture long-term, high-quality relationships with strategic stakeholders across enterprise and defence accountsConduct joint business reviews and participate in strategic meetings to align goals and identify opportunities for growthServe as the primary point of contact for customer queries3.Identify and Nurture Expansion OpportunitiesWork closely with Account Managers in the Sales Team to identify and drive commercial value and account expansion opportunitiesAlign delivery and partnership objectives with broader commercial strategies4.Data Analysis & Business IntelligenceUse business intelligence tools and data to highlight actionable insights for customersMonitor key performance indicators (KPIs) to evaluate the success of initiatives, identify areas for improvement, and demonstrate value and ROI5.Compliance & Security ClearanceEnsure compliance with security clearance requirements where relevantManage sensitive information with confidentiality and professionalism, in compliance with our security policies6.Travel & Customer EngagementTravel to customer sites as required to engage in joint business reviews and strategic discussionsHost and run meetings when customers visit usQualifications and SkillsEssential:Experience: Proven track record in enterprise customer success management, project management, preferably in technology, or a similar industry. Analytical Ability: Strong analytical skills to interpret business intelligence data and present insights effectively.Stakeholder Engagement: Experience in nurturing relationships with senior-level stakeholders and driving strategic outcomes.Project Management: Demonstrated ability to manage complex, multi-stakeholder projects successfully. A recognised Project Management qualification would be a plus.Communication: Exceptional verbal and written communication skills, with the ability to present ideas clearly and persuasively.Adaptability: Comfortable working in a start-up environment, balancing multiple priorities, and adapting to change.Right to Work & Security Clearance: Eligible to work in the UK and able to obtain security clearance as required by our partners.Desirable:Tools Expertise: Familiarity with project management tools (e.g., Jira, Asana) and business intelligence platforms (e.g., Quicksight).Travel Flexibility: Willingness to travel for strategic meetings a few times a year.Industry Knowledge: Understanding of the EdTech landscape or related industries, with a focus on defence training.What We OfferA collaborative, innovative, and fast-paced start-up culture.Opportunities for professional growth and career progression.Hybrid working options (office presence in Cambridge required).Competitive salary and benefits package.If you’re an analytical, relationship-focused project manager with a passion for delivering excellence to customers, we’d love to hear from you!To Apply: Please submit your CV and cover letter detailing your experience and suitability for the role.This role is an excellent opportunity to make an impact in a growing EdTech company, working with a passionate and dedicated team to deliver innovative solutions for enterprise and defence customers. We look forward to welcoming you on board!