Head of Customer Success - Assessment, UK/EMEA in Leeds

Would you like to help enrich the lives of learners around the world? At RM, we’ve been pioneers of education technology since. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over 28, schools, nurseries, and education trusts in countries to deliver customer-centric solutions that improve education outcomes.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners. RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).

Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, A Levels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. For over a decade we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure, and reliable e-marking solutions.

Service & Operations is the engine room of assessment, leading and managing how clients consume and operate with RM’s assessment platforms. We strive to be as operationally effective as we can, removing waste, reducing complexity and workload all while helping our customers get the best out of RM. We design services that are easily consumable and replicable, implement them on time and budget so we deliver our client outcomes and then continually services and deliver value for our customers, so they stay with us to build a long term and enduring partnership.

The Head of Customer Success provides leadership to a crucial function within service and operations. The purpose of the function is to lead the client services engagement for RM to deliver all contracted outcomes and demonstrable value to RM customers.

Responsibilities

• Own and manage a portfolio of strategic clients, driving engagement, satisfaction, and retention.
• Act as a trusted adviser to senior stakeholders, aligning RM capabilities with the transformation goals and business strategy.
• Lead delivery excellence across enterprise clients to deliver run P&L, the effective examination session planning and execution, oversee contractual commitments, SLAs, and high impact issue resolution.
• Drive operational performance and continuous improvement aligned to commercial and client outcomes.
• Partner cross-functionally with Sales, Professional Services, and Partner teams to define and execute account growth strategies.
• Identify and deliver on opportunities for upselling, cross-selling, and broader solution expansion, with a focus on long-term value and maximising ROI.
• Guide clients in mapping RM capabilities to their strategic objectives.
• Support planning, forecasting, and decision-making through a data-informed approach to planning and forecasting.
• Continuously monitor customer engagement, platform utilisation, and business outcomes.
• Build and execute tailored customer success plans to ensure consistent value delivery and proactively address any challenges or barriers to success.
• Act as the voice of the customer, championing their voice across internal teams.
• Foster customer engagement by connecting them with the broader RM community, user groups, and industry events.
• Lead engagement with internal teams to resolve complex customer challenges, safeguarding platform trust and client confidence.
• Lead planning and execution of complex client programs, including portfolio-level examination delivery.
• Build and lead a high-performing Client Success team in delivering successful planning and implementation of client portfolio examination sessions.
• Drive customer enablement initiatives through onboarding, training, and education programs to support sustained user adoption and platform success.

Experience

• Proven leadership in SaaS or technology-enabled service delivery.
• Demonstrated ability to drive strategic Technology/SaaS service improvements through data and insight.
• Gravitas and experience in leading relationships with senior/executive client stakeholders.
• Strong commercial acumen with experience managing P&L or complex budgets.
• Track record of leading and scaling high-performing, cross-functional teams.
• Ability to operate in complex, fast-paced environments and deliver measurable results.

What’s in it for you?

At RM we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move.

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work.

Unfortunately, we are unable to offer visa sponsorship for this role.