Customer Success Manager

Non negotiables

• Professionalism and self sufficiency: you prepare thoroughly, communicate early and follow through on every commitment.
• Structured delivery: your plans, notes, actions and risks are clear enough for another colleague to pick up without losing momentum.
• Clear communication: you write concisely, facilitate confidently and make complexity easier for customers and colleagues.
• Good judgement: you treat privacy, security, accessibility and risk as part of good delivery, not paperwork at the end.
• Inclusive facilitation: you notice who is not participating and adapt the experience so different people can succeed.

Must have qualifications, experience and skills

• A bachelor’s degree in business, project management, education, technology, information systems or another closely related subject.
• Eligibility to obtain Security Check (SC) clearance and willingness to complete the associated vetting process.
• A recognised project management qualification, such as PRINCE2 Practitioner, APM Project Management Qualification, Project Management Professional or AgilePM Practitioner.
• Demonstrable experience managing complex projects, learning delivery, organisational change or digital adoption across multiple stakeholder groups.
• Strong project planning and control skills, including work breakdown, scheduling, resource planning, dependencies, risks, issues, change control and status reporting.
• Confident workshop facilitation skills and experience designing practical sessions for people with different roles, confidence levels and access needs.
• Clear stakeholder communication skills, with the ability to manage expectations, record decisions and escalate issues promptly.
• Sound analytical and reporting skills, with the ability to use quantitative and qualitative evidence to improve delivery and demonstrate outcomes.
• A practical working knowledge of enterprise AI tools, responsible use, data protection, information security and human oversight.

Nice to have

• Experience in learning and development, change management, workforce transformation or customer success
• A qualification in adult learning, accessibility, coaching, facilitation or change management
• Experience supporting manager, champion or community networks
• Familiarity with Microsoft Copilot, ChatGPT Enterprise or comparable workplace AI tools

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.