At a Glance
- Tasks: Help customers maximise value from AppsAnywhere and LabStats while managing relationships and driving growth.
- Company: Join Cordance, a leader in B2B SaaS, dedicated to empowering educational institutions.
- Benefits: Enjoy flexible PTO, comprehensive health coverage, and remote work support.
- Other info: Opportunity for career growth and to manage strategic enterprise accounts.
- Why this job: Make a real impact in EdTech and help shape the future of education technology.
- Qualifications: Experience in customer success or account management with strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We partner with founders to help them scale their businesses and realise their companies’ full potential.
AppsAnywhere and LabStats are leading EdTech solutions that help higher education institutions improve the way technology is delivered, managed, and measured. Together, they form part of the Education pillar within Cordance - a global portfolio of vertical SaaS businesses focused on delivering long-term customer value. Our mission is to help educational institutions maximise the value of their technology investments while improving the digital experience for students, faculty, and IT teams.
Location: Leeds, United Kingdom (Hybrid – 2 days per week in the office)
Department: Customer Success
Reports to: Head of Customer Success
About the Role
We're looking for a proactive, commercially minded Customer Success Manager to help our customers maximise the value of AppsAnywhere and LabStats. Initially, you'll manage a portfolio of small and mid-market LabStats customers, with the opportunity to progress into managing strategic enterprise accounts based on performance. This role combines customer relationship management, commercial ownership, and strategic account development.
Key Responsibilities
- Own a portfolio of LabStats customers, delivering a proactive customer success experience.
- Develop trusted relationships with customer stakeholders across IT, academic technology, and executive leadership.
- Conduct regular Business Reviews (QBRs) focused on customer outcomes, product adoption, ROI, and future success.
- Create and execute customer success plans that drive product adoption and measurable business outcomes.
- Support new customer onboarding alongside the Implementation team to ensure a smooth transition into Customer Success.
Commercial Success
- Own the renewal process for your customer portfolio.
- Be responsible for identifying, qualifying, and managing upsell and expansion opportunities across your accounts.
- Develop account growth plans that increase customer value through product adoption, additional licensing, new products, and strategic expansions.
- Maintain accurate renewal forecasting and pipeline visibility.
Customer Health & Risk Management
- Monitor customer health using engagement, adoption, product usage, commercial indicators, and customer sentiment.
- Identify early warning signs and proactively execute success or recovery plans.
- Produce accurate renewal forecasts and communicate account risk to leadership.
Cross-Functional Collaboration
- Act as the voice of the customer, providing actionable feedback to Product, Engineering, Marketing, and Support teams.
- Collaborate closely with Support to ensure customer issues are managed effectively and communication remains proactive.
- Share customer success stories, best practices, and customer insights across the business.
Customer Engagement
- Deliver customer engagement appropriate to the customer segment through high-touch, mid-touch, and low-touch success motions.
- Encourage adoption of new features, best practices, customer education resources, and success programmes.
Required Skills & Experience
Essential
- Experience in Customer Success, Account Management, Customer Experience, or a similar B2B SaaS customer-facing role.
- Strong commercial mindset with experience managing renewals, customer retention, and account growth.
- Strong presentation, communication, and relationship-building skills.
- Ability to influence and build credibility with senior stakeholders and executive-level customers.
- Self-motivated with a proactive approach to customer engagement.
Desirable
- Experience using HubSpot CRM.
- Knowledge or experience of data analytics or reporting platforms.
- Experience managing customer success metrics including NRR, GRR, customer health, and product adoption.
Working Environment
This role requires flexibility in managing your own calendar to accommodate customers across multiple time zones. Some domestic and international travel will be required for customer meetings, conferences, and company events.
Success Measures
- Achievement of Net Revenue Retention (NRR)
- Achievement of Gross Revenue Retention (GRR)
- Renewal rate and forecast accuracy
- Customer satisfaction and advocacy
What We're Looking For
- Customer-first and outcome focused
- Commercially aware with a passion for helping customers grow
- Confident presenting to both technical and executive audiences
- Curious, analytical, and proactive
- Collaborative and team-oriented
This is an excellent opportunity for someone looking to grow their career within Customer Success.
Customer Success Manager in Leeds employer: Cordance
Cordance is an exceptional employer that prioritises the growth and well-being of its employees, offering a comprehensive benefits package that includes flexible paid time off, generous parental leave, and health coverage from day one. With a collaborative work culture in Leeds, UK, employees are encouraged to develop their skills and advance their careers within the dynamic field of Customer Success, while also enjoying the flexibility of a hybrid working model. Join us to be part of a passionate team dedicated to making a meaningful impact in the EdTech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cordance. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cordance before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cordance:Your cover letter is your chance to shine! Tell us why you want to work at Cordance specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cordance!
How to prepare for a job interview at Cordance
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
