Customer Success Manager in London

Location: Remote-first (with occasional travel for team events or customer meetings)

Reports to: Head of Customer Success

Contract: Full-time

About Apprentify

At Apprentify, we unlock talent and accelerate digital transformation through next-generation skills programmes. We partner with ambitious organisations across the UK to upskill and reskill people in digital, data, AI, cyber and tech professions. Our purpose is clear: to create future-ready talent that drives measurable business impact. We combine expert coaching, real-world learning, and innovative curriculum design to deliver education that transforms careers and organisations.

Purpose of the Role

We are looking for a highly motivated Customer Success Manager to join our growing team at Apprentify. You will play a crucial role in ensuring the success of our large employer clients by building strong relationships, managing their apprenticeship programmes, and driving high levels of satisfaction. Here at Apprentify, we are committed to providing a caring and supportive environment for all our apprentices. We believe in creating a relaxed and secure atmosphere where everyone feels comfortable participating and learning. The well-being of our learners is paramount, and we are always here to listen. The postholder will be required to undergo Safer Recruitment checks before starting work. This is a fantastic opportunity to join a dynamic and forward-thinking company with ambitious plans for the future. You will be responsible for managing a portfolio of large employer clients, ensuring their apprenticeship programmes run smoothly and meet their needs.

Key Responsibilities

• Client Relationship Management

• Manage a portfolio of large employer clients, acting as their primary point of contact for all apprenticeship‐related queries.
• Build and maintain strong, collaborative relationships with key stakeholders within client organisations (e.g., HR Managers, Learning & Development teams).
• Proactively identify and resolve client issues, ensuring timely and effective solutions.

• Conduct monthly account review meetings, presenting programme performance data, identifying areas for improvement, and ensuring ongoing programme alignment with client needs.
• Gather and analyse client feedback to identify opportunities for improvement and contribute to the development of our services, including bespoke and commercial programmes.

• Oversee the operational delivery of apprenticeship training within client companies, ensuring logistics, scheduling, and communication with trainers and apprentices run smoothly.
• Consult with client companies in their bespoke curriculum design, project managing the delivery of bespoke curricula for clients.

Requirements

• Minimum 2 years' experience in a customer success or account management role, ideally within the education, apprenticeship, or training sector.
• Proven ability to build and maintain strong client relationships, demonstrating a track record of exceeding expectations and delivering high levels of customer satisfaction.
• Excellent communication and interpersonal skills, with the confidence to articulate complex information clearly to stakeholders at all levels.
• Strong organisational and project‐management capabilities, with the ability to manage multiple priorities, work to deadlines, and maintain attention to detail.
• Passion for apprenticeships, skills development, and supporting business growth, with a genuine interest in helping organisations and learners thrive.
• Ability to gather, analyse and present data to meet client needs, articulate programme outcomes, and demonstrate success.
• Experience working within an apprenticeship provider, FE college, or professional training organisation.
• Familiarity with DFE funding rules, Ofsted expectations, or general regulatory frameworks related to apprenticeships.
• Knowledge of CRM platforms (e.g., HubSpot, Salesforce) and confidence using digital tools to manage client activity.
• Demonstrated capability to contribute to continuous improvement initiatives or service development projects.

What High Performance Looks Like in this Role

• Outstanding Delivery: Consistently delivers a seamless experience for clients and apprentices, ensuring programme delivery is accurate, timely, and exceeds expectations with minimal need for escalation.
• Commercial Awareness: Demonstrates strong understanding of client needs and organisational priorities, identifying opportunities to add value, improve retention, and contribute to revenue growth through bespoke or enhanced solutions.
• Innovation & Improvement: Proactively uses insights, data, and client feedback to recommend and implement improvements, challenging existing processes and contributing to the ongoing evolution of apprenticeship and skills solutions.
• Collaboration & Influence: Working seamlessly with curriculum, operations, and employer stakeholders to create a joined‐up, high‐impact learner experience. Builds trusted, influential relationships with internal teams and client stakeholders, encouraging collaboration, driving alignment, and positively shaping decision‐making at all levels.
• Results Orientation: Takes ownership of targets and outcomes, using data to track progress, mitigate risks early, and consistently deliver measurable improvements in client satisfaction and programme performance.
• Culture Carrier: Role‐modelling Apprentify's values of excellence, impact, innovation, and inclusivity, inspiring colleagues and championing a learner‐centred focus.

What We Offer

• 25 days annual leave (plus bank holidays), increasing with length of service.
• Private medical insurance.
• Birthday Leave + Volunteer Day.
• Hybrid working with regular collaboration days in our Wilmslow HQ.
• Ongoing professional development and leadership support.
• A culture of high performance, innovation, and impact, where your contribution directly shapes Apprentify's success.
• Enhanced family leave policies.
• Access to mental health and wellbeing support.
• Regular company‐wide events and team socials.