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For Companies At a Glance
- Tasks: Manage key customer relationships and drive success with our EdTech solutions.
- Company: Join Tes, a leader in EdTech, empowering educators worldwide.
- Benefits: Competitive salary, generous leave, pension scheme, and extensive learning opportunities.
- Why this job: Make a real impact in education while shaping a new Customer Success function.
- Qualifications: 5+ years in Customer Success or Account Management, ideally in EdTech.
- Other info: Hybrid working model with a vibrant office culture and career growth potential.
The predicted salary is between 60000 - 75000 ÂŁ per year.
Department: Customer Value
Location: Sheffield/London
Working Pattern: Hybrid – includes 3 days per week in the office
Contract Type: Full‑time, Permanent
Salary: ÂŁ60,000 - ÂŁ75,000 base salary, plus benefits
At Tes we are on a mission to power schools and enable great teaching worldwide, by delivering EdTech solutions that give educators the tools to succeed. From safeguarding and compliance to staff and pupil management, our innovative and flexible software and services help teachers and school leaders worldwide to provide the best education to millions of children.
Role Overview
We are seeking a Senior Customer Success Manager (CSM) to join our newly formed Customer Success function, nurturing and expanding relationships with our largest, most complex customers across EMEA. This high‑impact role is central to driving Net Revenue Retention (NRR) by strengthening adoption of our rapidly evolving EdTech platform, ensuring measurable educational and commercial outcomes, and partnering closely with Sales on cross‑sell and expansion initiatives.
You will manage a portfolio of strategic accounts across the UK/EMEA, deepening multi‑product adoption, reducing churn risk and identifying growth opportunities within and beyond existing solutions. Backed by specialist Product Support teams, you will act as a trusted advisor, guiding customers, influencing outcomes, and maximising the value they derive from the Tes ecosystem.
For someone who thrives on problem‑solving, delivering customer impact, and helping shape a new function, this is an exciting opportunity to make a meaningful difference.
Key Responsibilities
- Key Account Management
- Own the post‑sale relationship for a high‑value portfolio (£5–10m ARR).
- Develop and execute multi‑product success plans aligned to customer goals and NRR targets, in partnership with Sales.
- Proactively manage customer health, renewal cycles and retention outcomes.
- Net Revenue Retention & Cross‑Sell
- Jointly accountable for NRR across your key accounts.
- Identify, position, and support cross‑sell opportunities across the Tes ecosystem.
- Partner with Sales on account growth strategy and expansion closure.
- Support forecasting accuracy across renewals and expansions.
- Business Outcomes & Value Realisation
- Drive adoption across an expanding suite of Tes products & services.
- Guide customers through product changes and new feature releases.
- Translate platform capabilities into clear educational and commercial value.
- Ensure customers adopt the right solutions at the right time.
- Proactive Engagement
- Build strong relationships with senior decision‑makers.
- Lead strategic business reviews focused on value, product roadmap and growth.
- Position Tes as a long‑term partner, not a vendor.
- Advocacy & Feedback
- Act as the customer voice, partnering with Product and Engineering.
- Help customers understand and adopt new product capabilities.
- Cross‑Functional Collaboration & Mentorship
- Mentor junior CSMs and contribute to a culture of continuous learning.
- Collaborate closely with Sales, Product, Support and Marketing.
- Coordinate internal resources for a seamless customer experience.
- Contribute to playbooks, enablement materials and scalable success processes.
- Role‑model Tes values in all interactions.
What You Will Need to Succeed
Experience
- 5+ years' experience in Customer Success, Account Management or strategic client‑facing roles.
- Experience building or working within an early‑stage or newly formed Success function.
- Proven experience managing enterprise / large multi‑product SaaS customers.
- Strong track record driving retention, NRR and value outcomes.
- Experience supporting customers through solution expansion or platform transformation.
- Experience in K‑12 education or EdTech desirable.
Skills
- Executive presence with the ability to influence senior stakeholders.
- Exceptional communication, presentation and relationship‑building skills.
- Resilient and adaptable in fast‑paced environments.
- Strong analytical skills (including interpreting predictive insights).
- Excellent problem‑solving and escalation‑management abilities.
- Skilled in negotiation, influence and driving mutual value.
- Highly organised with the ability to manage competing priorities.
- Strategic, consultative approach to customer engagement.
- Comfortable operating in a global matrix environment.
Knowledge
- Understanding of EdTech, learning platforms or education environments (desirable).
- Strong grounding in Customer Success best practices (health, retention, adoption).
- Experienced with CRM, analytics, insight and knowledge‑management tools.
What Do You Get in Return?
- 25 days annual leave rising to 30
- 5% pension
- State‑of‑the‑art offices
- Access to a range of benefits via My Benefits World
- Free eye care cover
- Life Assurance
- Cycle to Work Scheme
- Employee Assistance Programme (EAP)
- Quarterly Tes Socials
- Access to an extensive Learning & Development offering
Senior Customer Success Manager in London employer: Tes
Contact Detail:
Tes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the EdTech space, especially those who might know someone at Tes. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding Tes's mission and values. Show us how your experience aligns with our goals in customer success. We love candidates who can articulate how they can make a difference!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. We want to hear about your wins and how you tackled challenges head-on.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you note can leave a lasting impression. It shows us you're genuinely interested in the role and appreciate the opportunity to connect.
We think you need these skills to ace Senior Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience in managing enterprise customers and driving retention, as these are key aspects of the job.
Showcase Your Impact: When detailing your previous roles, focus on the measurable outcomes you've achieved. Use specific examples that demonstrate how you've driven Net Revenue Retention or improved customer satisfaction.
Be Authentic: Let your personality shine through in your application. We want to see who you are beyond your professional experience, so don’t hesitate to share your passion for EdTech and customer success.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it reaches the right people!
How to prepare for a job interview at Tes
✨Know Your Customer Success Metrics
Before the interview, brush up on key metrics like Net Revenue Retention (NRR) and customer health scores. Be ready to discuss how you've driven these metrics in your previous roles, as this will show your understanding of the impact you can have in the Senior Customer Success Manager position.
✨Showcase Your Problem-Solving Skills
Prepare specific examples of how you've tackled challenges in customer success or account management. Highlight instances where you've turned a difficult situation into a positive outcome, as this role is all about problem-solving and delivering customer impact.
✨Understand the EdTech Landscape
Familiarise yourself with the latest trends and challenges in the EdTech sector. Being able to speak knowledgeably about how Tes's solutions fit into the broader educational landscape will demonstrate your passion for the industry and your readiness to contribute.
✨Build Rapport with Interviewers
During the interview, focus on building a connection with your interviewers. Ask insightful questions about their experiences and the company's vision. This not only shows your interest but also positions you as someone who values relationships—an essential trait for a Senior Customer Success Manager.
