Client Success & Growth Manager

Role Overview

We’re looking for a high‑energy commercially minded Client Success & Growth Manager to act as a senior individual contributor driving measurable impact across our client base. You’ll combine consultative customer partnerships with a sharp eye for growth opportunities ensuring every conversation unlocks value, deepens engagement and fuels renewal and expansion.

This is a role for someone curious, proactive and commercially driven, equally confident in delivering customer outcomes and spotting sales opportunities in the moment. You’ll also play a key role in sharing best practice and raising the bar across the wider Customer Success team.

Responsibilities

Drive Customer Value & Growth

• Own revenue expansion and contribute directly to net revenue retention targets.
• Build strong relationships with clients, understanding their goals, challenges and success drivers.
• Proactively spot upsell, cross‑sell and renewal opportunities during customer interactions.
• Shape account strategies that deliver impact for customers and revenue growth for Cognassist.
• Forecast and track account metrics with accuracy, delivering against quarterly revenue goals.

Customer Engagement & Adoption

• Lead customer onboarding and activation ensuring clients embed Cognassist effectively.
• Deliver tailored enablement and training to drive adoption across teams and stakeholders.
• Champion the benefits of cognitive profiling and learning strategies with senior client leaders.

Consultative Partnership

• Conduct Customer Impact Reviews providing insights and clear next steps to improve performance.
• Act as a trusted advisor bringing fresh ideas, best practices and solutions that add value.
• Collaborate with Sales, Product and Engineering to ensure customer feedback drives innovation.

Advocacy & Influence

• Convert customer success into advocacy: case studies, testimonials and reference clients.
• Engage executives and stakeholders to reinforce Cognassist’s strategic value.
• Support timely renewals and negotiate agreements with commercial confidence.

Team Contribution & Best Practice

• Share knowledge, insights and proven approaches with Customer Success peers.
• Help strengthen team capability by modelling commercial curiosity and proactive customer engagement.

Required Skills & Experience

• Minimum 3 years in Customer Success, Sales, Account Management or a similar client‑facing role.
• SaaS experience essential; EdTech background a plus.
• Strong commercial acumen with proven success in renewals, upselling and expansion.
• Energetic, curious and motivated by delivering customer impact and revenue growth.
• Excellent communicator and influencer comfortable with both frontline users and executives.
• Organised, proactive and resilient under pressure.
• Skilled with CRM tools and Excel; confident using data to inform decisions.

Key Competencies

• Proven ability to juggle multiple account management projects at a time while maintaining sharp attention to detail.
• Excellent listening, negotiation and presentation abilities.
• Strong verbal and written communication skills.

Qualifications

• Experience of the Education and EdTech sector preferable but not mandatory. Passion about the education industry and the role of cognition in delivering learner achievement.

Key Skills

• Customer Service
• Client Expectations
• Client Requirements
• Client Support
• Action Plans
• Issue Resolution
• Account Management
• Client Relationships
• Service Delivery
• Client Service
• Client Satisfaction
• Client Management
• Procedures
• Service Level Agreements
• New Clients