Senior Customer Success Manager

Travel commitment

- Regular travel within the UK. At times, weekly

About PAIR

PAIR builds AI native workforces. We are a UK technology startup focused on developing capability and driving real adoption, so AI becomes an essential teammate in daily work. We combine live enablement for leaders with a product layer that embeds skills into workflows, measures impact and keeps teams current.

Core Responsibilities

Own programme enablement from beginning to end. Lead discovery, programme design, senior engagement, delivery oversight, measurement and capability transfer. You will keep the work ambitious, grounded and useful.

What feeds into leading programme enablement?

• Diagnose the real adoption challenge. Understand business priorities, workflows, constraints, risk appetite and current capability; turn these into a clear programme hypothesis and measurable outcomes.
• Align senior stakeholders. Run crisp conversations that create shared intent, clarify decisions and secure visible sponsorship across leadership, people, technology, security and operational teams.
• Design the path to adoption. Build a coherent programme that combines digital learning, leadership activity, practical support, communications, reinforcement and local ownership.
• Facilitate high value leadership sessions. Design and lead briefings, workshops and decision sessions that help leaders understand opportunity, responsible use, governance and risk.
• Make advanced use practical. Help teams explore automation, agents and workflow integration with appropriate human judgement, assurance and specialist input.
• Use evidence to steer the work. Combine platform insight, participation data, qualitative feedback and customer stories; distinguish activity from capability, behaviour and business value.
• Lead joined up delivery. Coordinate consultants, product specialists and customer stakeholders; set clear ownership, dependencies, decisions and quality standards.
• Build capability that lasts. Create reusable playbooks, leader tools and facilitation assets; coach internal owners and communities so effective practice continues after our direct support reduces.
• Protect trust and delivery quality. Maintain clear plans, risks, actions and governance; handle sensitive information responsibly and handle ...

About you

We are a driven, ambitious startup building an exceptional team. You will learn by doing alongside customers and colleagues from week one. We give you high trust and clear outcomes; you bring judgement, ownership and pace.

• Professionalism and self sufficiency: you prepare well, follow through on commitments and keep complex work moving without heavy supervision.
• Structured leadership: you turn ambiguity into clear outcomes, decisions, owners and next steps.
• Executive communication: your writing is concise and your facilitation is calm, credible and useful.
• Good judgement: you handle privacy, security, inclusion and risk responsibly; you know when specialist advice is needed.
• Inclusive practice: you create conditions in which people with different roles, confidence levels and access needs can contribute and progress.

Must have qualifications, experience and skills

• A bachelor’s degree in organisational psychology, business, management, education, human resources, information systems or another closely related subject.
• Eligibility to obtain Security Check (SC) clearance and willingness to complete the associated vetting process.
• A recognised change or programme management qualification, such as Prosci Change Management, APMG Change Management, Managing Successful Programmes or Program Management Professional.
• Significant experience leading organisational change, capability, digital adoption or workforce transformation programmes in complex organisations.
• Advanced stakeholder management and executive facilitation skills, with evidence of aligning sponsors, surfacing disagreement and securing clear decisions.
• Strong programme design and control skills across discovery, scope, milestones, dependencies, resources, risk, quality, benefits and stakeholder alignment.
• Confident analytical skills, with the ability to interpret quantitative and qualitative evidence, identify adoption barriers and present concise recommendations.
• Excellent written and verbal communication skills, including executive briefs, workshop design, senior presentations and decision records.
• A practical working knowledge of enterprise AI, responsible adoption, data protection, information security and human oversight.

Nice to have

• Experience working with large, distributed or regulated organisations
• A postgraduate qualification in organisational change, organisational psychology, leadership, education or business
• Accreditation in facilitation, coaching or responsible AI practice
• Experience building leader, manager, champion or community networks
• Familiarity with common enterprise AI tools and emerging automation approaches

How we work

We work hard, support each other and share a bias for action. We plan well so urgency does not become the default. We balance clear accountability with trust, flexibility and the opportunity to build something important. This role is open to flexible working from day one where customer and team needs allow.

How we hire, retain and support progression

We want talented people to be able to show us what they can do and to build a lasting career here. For this recruitment, PAIR will use the following standard:

• Accessible and skills based from the outset. We will use clear, inclusive role information and accessible application materials; actively offer reasonable adjustments; and use a role relevant skills task with clear instructions, proportionate preparation time and alternative formats where needed.
• Structured, fair and transparent decisions. Interviewers will use the same published criteria, core questions and scoring rubric; panels will record and moderate evidence consistently. The advert will state the salary range and assessment criteria, with clear promotion, pay and reward standards after appointment.
• Representative talent at every level. We will monitor outreach, applications, shortlists, appointments and promotions. Where qualified candidates are available, shortlists will include people with protected characteristics. An annual, time bound workforce action plan will set lawful positive action where data shows under representation.
• Open routes into growing careers. We will promote careers in AI enablement and delivery, and create paid T Level industry placements, work experience and routes into higher level apprenticeships where appropriate. Colleagues will have clear progression expectations and regular development conversations.
• Conditions designed for people to stay. Flexible working is available from day one where delivery needs allow. Structured onboarding, 30, 60 and 90 day check ins, mentoring and learning support will reinforce inclusion and progression. PAIR will conduct an annual equal pay audit and publish privacy safe retention indicators, including for pregnant colleagues, new mothers and other protected groups where sample sizes permit. Eligible kinship carers will receive leave and pay equivalent to statutory adoption leave and pay.