Work from Home - Based Anywhere in UK - UK HQ EdTech - Over 120 Universities as Clients - Managing a CSM team of 7 - Industry Agnostic (SW preferred)  Reporting the Executive Director, Global Customer Services & Success, being in charge of UK's amazing client base of 120+ universities and growing, you manage a team of 6-7 CSMs each experienced in Educational Sector. Head of Customer Success Management has already in the past  set up a  number of CSM business units from ground up (mandatory skill and experience) , starting with hands on designing, defining and implementing  processes, procedures, templates, and workflow responsibility matrices.  You are an inspiring leader for your teams who look up to you and learn from you as you lead by example. Head of Customer Success Management and his/her team will drive customer retention, exceed expectations, and identify opportunities for on sell, up sell, and upgrades.  You will be the main escalation point for the client base. The role will work together with Sales, Account Management, Product and Services teams to drive customer relationship management with the goal of retaining customers, ensuring customer loyalty, providing advisory services that drive customer success with our client.