Customer Success Team Manager

Customer Success Team ManagerSalary: £45,000 - £55,000 + circa £10,000 bonusLocation: Hybrid Working (Newcastle HQ)My client is a fast-growing technology software and services provider delivering a market leading solution targeted to the education sector. As part of their exciting growth plans, they are recruiting for a Customer Success Team Manager to lead their Customer Success function in their increasing client portfolio, ensuring customers get the most out of the services provided and are continually supported and trained.The Customer Success Team Manager does not personally manage customer accounts. Instead, they ensure the Customer Success team, processes, and systems operate effectively to deliver outstanding outcomes at scale.The RoleLine manage a team of 5 Customer Success Manager''sSet clear priorities, workloads, and performance expectationsCoach, develop, and support team membersEnsure the team has the product and sector knowledge required to serve education customersHire and onboard new Customer Success SpecialistsTake responsibility of customer escalationsEnsure the broader Customer Success team are fully enabled with:Product knowledgeRelease updatesBest-practice guidanceSupport processesMaintain and improve internal documentation, playbooks, and escalation pathsProactively identify and manage ''at risk'' customersChampion customer feedback and advocate for customer needs internallyWork with the Account Manager to identify opportunities for cross sell and up ..... full job details .....