Customer Success Manager (NHS & Public Sector Team)

Department: Sales Location: Home based, UK (with occasional travel to our London office) Reports to: Customer Success Team Lead (NHS and PS) Hours: 37.5 per week Salary:(Depending on experience) Role Overview We are looking for a commercially-savvy, growth-oriented Customer Success Manager to drive strategic expansion across our NHS and Public Sector client portfolio. If you're passionate about unlocking commercial value, building deep client relationships, and delivering measurable impact, this is your next move. Key responsibilities: - Grow and Retain Key Accounts: Manage relationships with senior stakeholders and drive expansion through upsell, cross-sell, and repeat business - Strategic Planning: Partner with Account Executives to shape and deliver account growth strategies aligned to client goals. - Executive Engagement: Deliver impactful QBRs and strategic reviews using data storytelling to surface value and opportunity. - Customer Advocacy & Visibility: Drive client engagement by promoting success through tailored marketing, events, and thought leadership initiatives that showcase programme impact. - Cross-functional Collaboration: Work closely with Delivery, Sales Enablement and Marketing to ensure a seamless client experience and surface success stories that drive brand credibility and pipeline. - Commercial Acumen: Ability to link our solutions to business KPIs, identifying growth signals across regions, business units or new use cases. - Stakeholder Updates: Provide regular updates to HR and L&D stakeholders on learner progress and programme impact, ensuring visibility of key milestones, engagement levels, and outcomes throughout the learner journey. - ROI Reporting: Collect and communicate clear, data-backed ROI insights to demonstrate the business impact of our programmes. - Case Study Development: Own the creation of compelling public success stories—both written and video—by collaborating with Marketing and clients to showcase real-world outcomes. - Opportunity Identification & Lead Generation: Proactively surface new strategic needs, use cases, or expansion areas within accounts, and help drive lead generation for new programmes and audiences. Candidate Specification: - Proven track record: Experience in growing & retaining strategic enterprise accounts within digital, data, AI or tech environments. - Commercial mindset: You spot and shape revenue opportunities and understand what matters to C-suite stakeholders. - Strategic and analytical: You bring insights to life through data storytelling, dashboards and engaging presentations that link impact to business priorities. Experience using CRM tools like HubSpot to manage account workflows and reporting is beneficial. - Solution-focused: Confident in solving complex challenges and navigating ambiguity. - Customer-focused: Passionate about delivering value and ensuring a gold-standard experience. - Executive presence: You can influence and build trust with senior decision-makers in large enterprises. - Self-starter: Energetic, organised and disciplined—able to thrive in a high-autonomy, remote-first environment with occasional travel. - Enterprise methodology awareness: An understanding of strategic enterprise sales methodologies (e.g., MEDDPICC, Sandler) is preferred for identifying opportunities and supporting commercial value Company Benefits: - Pension with 4% matched contributions, opportunity to opt into salary sacrifice scheme - 25 days holiday + Flexi bank holidays + 1 day off on your birthday - A day for volunteering - Enhanced Maternity and Paternity Leave - Health & Wellbeing allowance of up to £30 per month - Annual Summer and Xmas events - Company socials including everything from Cambridge College formals, pub nights to team building events - CPD Allowance alongside quarterly reflections to ring fence time for development and growth - Private medical insurance and cash plan - Holiday buy back scheme (up to 10