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Customer Success Manager
Customer Success Manager (AppsAnywhere & LabStats)
Location: Leeds, UK (Hybrid – 2 days per week in-office) Department: Customer Success Reports to: Head of Customer Success
About the Role
AppsAnywhere and LabStats are leading EdTech solutions that help higher education institutions optimize the delivery, management, and measurement of technology.
- AppsAnywhere enables seamless software access on any device for students and staff.
- LabStats provides data-driven insights to improve hardware, software licensing, and IT resource allocation.
Together, they form part of the Education pillar in Cordance, a global SaaS portfolio dedicated to long-term customer value. Our mission is to help educational institutions maximize their technology investments while enhancing the digital experience for students, faculty, and IT teams.
We are seeking a proactive, commercially driven Customer Success Manager to assist customers in realizing the full value of AppsAnywhere and LabStats. Initially focused on managing small and mid-market LabStats customers, there is potential to progress into handling strategic enterprise accounts based on performance.
This role blends customer relationship management, commercial ownership, and strategic account development. Responsibilities include:
- Driving customer adoption, retention, renewals, expansions, and long-term value,
- Ensuring measurable outcomes for customers, and
- Acting as the voice of the customer across the business.
Our Customer Success team operates a segmented engagement model, supporting high-touch, mid-touch, and low-touch customers. While your portfolio will primarily focus on mid- and high-touch accounts, you will also support low-touch customers through scalable engagement programs, customer marketing initiatives, and health metric monitoring.
Key Responsibilities
1. Customer Success & Account Management
- Own and deliver a proactive customer success experience across your LabStats portfolio.
- Build trusted relationships with customer stakeholders, including IT, academic technology, and executive leadership.
- Influence and engage senior stakeholders to drive strategic conversations, adoption, and long-term value realization.
- Conduct Quarterly Business Reviews (QBRs) focused on:
- Customer outcomes
- Product adoption
- ROI analysis
- Future success planning
- Develop and execute customer success plans that drive measurable business outcomes.
- Support new customer onboarding alongside the Implementation team to ensure a smooth handover to Customer Success.
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2. Commercial Success
- Own the renewal process for your customer portfolio, ensuring timely and successful renewals.
- Identify, qualify, and manage upsell and expansion opportunities for your accounts (owned by Customer Success, with collaboration from Sales where needed).
- Create and implement account growth strategies through:
- Increased product adoption
- Additional licencing
- New product development
- Strategic expansions
- Ensure Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets are met.
- Maintain accurate renewal forecasting and pipeline visibility.
3. Customer Health & Risk Management
- Monitor customer health using:
- Engagement & adoption metrics
- Product usage data
- Commercial indicators
- Customer sentiment
- Detect early warning signs and execute proactive success or recovery plans.
- Assess renewal likelihood accurately and maintain reliable customer health scores.
- Provide accurate renewal forecasts and escalate account risks to leadership effectively.
- Use insights to improve customer outcomes at every stage.
4. Cross-Functional Collaboration
- Act as the voice of the customer, feeding actionable insights into:
- Product Development
- Engineering
- Marketing
- Support teams
- Collaborate with Support to ensure customer issues are resolved proactively.
- Work with Product Management to shape roadmaps, requirements, and enhancements based on customer needs.
- Partner with Customer Marketing to support scalable engagement for low-touch customers.
- Share success stories, best practices, and customer insights across the business.
5. Customer Engagement
- Deliver tailored customer engagement based on customer segment (high-touch, mid-touch, low-touch).
- Shift from reactive account management to proactive engagement.
- Encourage adoption of:
- New features
- Best practices
- Customer education resources
- Success programs
- Help customers achieve measurable business outcomes and maximize their technology investments.
Required Skills & Experience
Essential
✅ Experience in Customer Success, Account Management, Customer Experience, or a similar B2B SaaS customer-facing role. ✅ Strong commercial mindset with experience managing: ✔ Renewals ✔ Customer retention & growth ✔ Account expansion ✅ Exceptional presentational, communication, and relationship-building skills. ✅ Ability to influence and build credibility with: ✔ Senior stakeholders ✔ Executive-level customers ✅ Strong organization skills to manage: ✔ Multiple priorities ✔ Diverse customer portfolios ✅ Ability to identify risks early and develop effective success/recovery plans. ✅ Experience in renewal forecasting, pipeline management, and customer health assessments. ✅ Self-motivated, proactive, and driven to optimize customer outcomes. ✅ Excellent time management skills, including ability to manage a global customer portfolio across time zones.
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Desirable (Bonus)
🔹 Experience with HubSpot CRM. 🔹 Knowledge of data analytics or reporting platforms. 🔹 Background in: ✔ Higher Education ✔ EdTech ✔ SaaS ✔ Enterprise software 🔹 Familiarity with tracking customer success metrics, including: ✔ NRR (Net Revenue Retention) ✔ GRR (Gross Revenue Retention) ✔ Customer health & adoption rates
Working Environment
Our customer base spans: 🌍 Australia 🌍 Europe 🌍 Middle East 🌍 North America 🌍 UK
This role requires: ✈ Flexibility in working across time zones (occasional outside-core hours to support customer meetings). ✨ Some domestic and international travel for: ✘ Customer meetings ✘ Conferences ✘ Company events
Success Measures
Performance will be evaluated based on:
✔ Achievement of Net Revenue Retention (NRR) ✔ Achievement of Gross Revenue Retention (GRR) ✔ Renewal rate & forecast accuracy ✔ Upsell & expansion performance ✔ Customer satisfaction and advocacy levels
What We’re Looking For
We seek someone who is: ✨ Customer-first and outcome-driven 💰 Commercially astute, passionate about helping customers grow 🗣 Confident presenting to both technical and executive audiences 🔍 Curious, analytical, and proactive 🌐 Independent but collaborative, able to manage a global account portfolio 🤝 Team-oriented, with a focus on long-term customer success
This is an excellent career growth opportunity in:
- Customer Success
- Potential progression to Enterprise & strategic account management
- Key role in driving retention and growth for the business
Just apply – we’re excited to shaping the future of [edtech] with you.
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