Senior Client Success Manager in Birmingham

Online Education Services (OES) is a purpose-driven organisation dedicated to transforming the lives of learners by expanding access to high-quality online education. We work in close partnership with universities and leading education providers across Australia and the United Kingdom, supporting the development of innovative, student-centred online programmes that make a genuine difference.

The Role

This is a rare opportunity to help shape something from the inside - and to leave a genuine mark on it. OES is building out its client success capability in the UK, and this role sits right at the centre of that ambition. For the right person, that means something significant: you will not be inheriting a rigid structure or following an established playbook. You will be the one writing it. Your thinking, your approach to partnership, your instinct for what great client relationships look like at scale - all of it will directly shape how OES shows up in the UK market for years to come.

The access this role gives you is equally compelling. You will spend your time at the highest levels of some of the UK's most forward-thinking universities - in rooms with Pro-Vice Chancellors, Deans, and institutional executives - not to manage transactions, but to think strategically alongside leaders who are navigating some of the most significant changes in higher education today. You will be a trusted voice in those conversations, and the relationships you build will be genuinely yours to own.

Beyond the client work, your influence will extend inward too. The insight you bring back from the market will inform how OES develops its services, shapes its proposition, and prioritises where it invests. This is a role where the best thinking rises to the surface - where you will be heard by the Managing Director, by the Partnerships Director, and by the teams who deliver the work. The growth you help generate will come from partnerships you have personally nurtured. The capability you help build will carry your fingerprints.

If you are looking for a role with real scope, genuine autonomy, and the kind of senior exposure that accelerates a career - this is it. This is not a reactive client management role. It demands someone who thinks long-term, acts strategically, and understands the difference between managing a client and truly partnering with one. Someone equally at home in a strategic planning conversation and a complex delivery escalation - and trusted at every level, by clients and colleagues alike. If that sounds like you, we would love to talk.

Why Join OES?

• Make a real impact - on learners, on partners, and on the UK market. Everything OES does is built around one goal: helping learners access education that changes their lives.
• Be part of something bigger. OES is backed by the SEEK Group - a global leader in employment and education with the scale, resources, and ambition to match.
• Grow with us. OES is a forward-thinking organisation that invests in the people who help it grow.
• A workplace that values you. We're proud of the culture we've built - collaborative, inclusive, and genuinely supportive.
• Birmingham City Centre - a great place to be based. Our Birmingham office puts you right in the heart of one of the UK's most vibrant and well-connected cities.

Benefits

• Global organisation focused on growth with lots of opportunities for our employees.
• Engaging & vibrant organisational culture.
• 35 hour working week, within a flexible working environment.
• OES values driven recruitment principles.
• Career-life fit – health & wellbeing focus.
• 25 days of annual leave + Bank holidays.
• Purchased leave scheme.
• OES strategy reflects respect, honesty & diversity.
• Continuous improvement through challenging & meaningful work.
• Study assistance and leave for eligible employees.
• High growth industry & strong partner/shareholder backing.
• Genuine focus on student success.
• Global mentoring program.
• We are proud to support the Living the Wage movement.

What Success Looks Like

Within the first year, you will have established strong, trusted relationships with all key clients in the UK portfolio - relationships where OES is viewed as a proactive long-term partner, not simply a service provider. Account plans will be active and in regular use, renewal pipelines will be clearly visible, and clients will feel well-supported and well-informed at every stage of the partnership.

Over time, success in this role means clients are increasingly engaging with a broader range of OES services, your insight is actively shaping how OES develops its offer, and the UK portfolio is growing from a stable and well-managed foundation. Clients should be willing to advocate for OES - through references, case studies, and broader sector conversations - because the value of the partnership is tangible and ongoing.

Key Responsibilities

• Strategic Client Management: Act as the senior day-to-day relationship lead for allocated university client accounts. Build trusted, long-term relationships with client stakeholders across both operational and executive levels. Align OES services with client priorities, institutional objectives, and evolving organisational needs. Lead structured account planning and quarterly business reviews, with agreed objectives, clear actions, and measurable outcomes.
• Client Success and Retention: Monitor client health across delivery performance, risk, and stakeholder satisfaction, responding proactively to issues as they arise. Work collaboratively with Delivery and Service Leads to resolve challenges and maintain client confidence. Support successful contract renewals and ensure continuity of partnership relationships.
• Account Growth and Expansion: Develop a strong working knowledge of OES's full service portfolio, including Learning Design, Academic Services, Marketing and Recruitment, Technology, Analytics, and other strategic offerings. Identify where additional OES services can support client priorities, institutional transformation, or operational improvement. Work collaboratively with the Partnerships Director and specialist teams to introduce, shape, and progress new service opportunities within existing accounts. Support clients in understanding the value and practical application of new and emerging OES capabilities.
• Cross-Functional Coordination: Partner closely with Growth Support and Delivery teams to ensure smooth transitions from new business through to delivery. Ensure clients experience a coordinated, consistent, and commercially coherent engagement with OES throughout the partnership lifecycle. Provide client insight and feedback to Product, Marketing, and Delivery teams to support continuous improvement.
• Sector and Relationship Development: Represent OES professionally in client meetings, reviews, and selected sector events. Develop and maintain a strong understanding of UK higher education priorities, trends, and market pressures. Strengthen client advocacy through testimonials, references, repeat business, and long-term partnership development.

Essential Skills and Experience

We are looking for a senior professional with a genuine track record in client success, account management, or strategic relationship management, gained within higher education, EdTech, online learning, or professional services. You will be comfortable engaging at the most senior levels of a university - with Pro-Vice Chancellors, Deans, Chief Information Officers, and Directors - and you will have the credibility and interpersonal skills to build lasting institutional relationships.

You will also bring:

• Demonstrated ability to manage complex, multi-stakeholder client relationships at senior institutional level.
• Strong consultative communication skills, with the confidence to engage effectively with executive stakeholders.
• Commercial awareness, with experience identifying and supporting growth opportunities within existing accounts.
• The ability to work cross-functionally across commercial and delivery teams and manage competing priorities in a fast-paced environment.
• Strong organisational skills and sound judgement in managing time and priorities independently.
• A working knowledge of the UK higher education landscape and the digital transformation challenges facing the sector - this is considered a distinct advantage.

How To Apply

If you are an experienced Client Success or Account Management professional who is ready to bring your skills to a role where they will genuinely matter, we would love to hear from you. Please submit your CV alongside a brief covering letter outlining your relevant experience and, in particular, an example of a client or institutional relationship you have managed well and what made it successful. We actively encourage applications from individuals of all backgrounds and are committed to building a diverse and inclusive team.