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Customer Success Manager
Customer Success Manager – AppsAnywhere & LabStats (Hybrid)
Location: Leeds, United Kingdom Department: Customer Success Reports to: Head of Customer Success
About AppsAnywhere and LabStats
We are two leading EdTech solutions within the Education pillar of Cordance, a global portfolio of vertical SaaS businesses. Together, we help higher education institutions:
- Improve how technology is delivered, managed, and measured
- Simplify software delivery (AppsAnywhere) for seamless access on any device, anywhere
- Provide data-driven insights (LabStats) to optimize hardware, software licensing, and IT resources
Our mission: Help educational institutions maximize technology investments while enhancing the digital experience for students, faculty, and IT teams.
About the Role
We seek a proactive, commercially minded Customer Success Manager to ensure our LabStats customers derive maximum value from our solutions. You’ll manage a portfolio of small and mid-market accounts, with potential progression into strategic enterprise account ownership based on performance.
This role blends customer relationship management, commercial ownership, and strategic account development. Key responsibilities include driving adoption, informing retention strategies, and expanding customer engagements while ensuring measurable outcomes. You’ll act as a strategic advocate for your customers, balancing business goals with their evolving needs.
Our Customer Success model uses:
- High-touch engagement (personalised relationships)
- Mid-touch engagement (structured support)
- Low-touch engagement (scalable via initiatives)
Key Responsibilities
Customer Success & Account Management
- Own a LabStats customer portfolio, ensuring proactive and aligned engagement.
- Develop lasting relationships with stakeholders across IT, academic technology, and leadership teams.
- Drive strategic conversations with senior decision-makers to propel growth and adoption.
- Deliver Quarterly Business Reviews (QBRs), benchmarks customer outcomes, ROI, and future success plans.
- Create measurable value plans, ensuring customers adopt products successfully and realize tangible business outcomes.
- Collaborate with the Implementation team to onboard new customers smoothly, transitioning them into effective Customer Success care.
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Commercial Success
- Oversee the renewal lifecycle for your customer base.
- Identify, qualify, and manage upsell/expansion opportunities across accounts. (Sales support collaborative ownership.)
- Develop account growth strategies—maximizing value via adoption, additional licensing, new products, and strategic expansions.
- Achieve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
- Maintain accurate renewal forecasts and full pipeline visibility.
Customer Health & Risk Management
- Monitor customer health via engagement metrics, product usage, commercial health, and sentiment.
- Proactively mitigate risks—intervening early with success/recovery plans.
- Accurately assess renewal likelihood and maintain reliable customer health scores.
- Share renewal forecasts and risks transparently with leadership.
- Escalate issues while driving successful customer outcomes.
Cross-Functional Collaboration
- Serve as the "voice of the customer"—acting as a bridge for Product, Engineering, Marketing, and Support teams.
- Work with Support to resolve issues proactively and clearly communicate progress.
- Partner with Product Management to inform campaigns, trends, and feature requests.
- Collaborate with Customer Marketing to pilot scalable engagement programs for low-touch networks.
- Share insights and best practices company-wide (ability to spotlight customer success stories).
Customer Engagement
-design engagement strategies tailored to high-touch, mid-touch, and low-touch customer segments.
- Be proactive, not reactive.
- Drive adoption of new features, best practices, educational resources, and success programs.
- Empower customers to meet measurable outcomes and maximize investment ROI.
Essential Skills & Experience
- Proven experience in Customer Success, Account Management, Customer Experience, or similar senior B2B SaaS role.
- Strong commercial acumen, with experience in retention, renewals, account growth.
- Expertise in stakeholder influence— credibility and rapport with executives and senior leadership.
- Exceptional communication (presentation, listening), relationship-building, and organizational skills.
- Ability to forecast renewal accuracy and assess customer health scores.
- Self-motivated, takes initiative on customer health and engagement initiatives.
- Equipped to manage priorities across global time zones, maintaining flexibility and travel readiness.
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Desirable Traits & Experience
- Proficiency in using HubSpot CRM.
- Familiarity with data analytics or reporting platforms.
- Domain knowledge of Higher Education, EdTech, or Enterprise Software.
- Experience interpreting NRR/GRR metrics, product adoption, and health indices.
Working Environment
- Our customer base spans Australia, Europe, the Middle East, North America, and the UK.
- Flexible hours: Performs core tasks during usual schedule, with occasional availability for time zone-dependent meetings.
- Travel expectations:
- Domestic and international meetings/conferences.
- Company events/customer engagements globally.
Performance Metrics
Success will be measured by:
- Revenue retention (eSignature: Net Revenue Retention (NRR), Gross Revenue Retention (GRR)).
- Renewal rate and forecast accuracy.
- Upsell/expansion performance and pipeline visibility.
- Customer satisfaction scores (products like Net Promoter Score). Advocacy metrics.
Why This Role Matters
As a Customer Success Manager, you’ll:
- Prioritize customer outcomes above all else—driving growth through trust and value.
- Be the voice of the customer—ensuring product development and business decisions align with real-world impact.
- Work in a scales as you grow model—invest early in high-touch relationships, then progress into enterprise-level demand.
Opportunity: Scale your career within Customer Success, eventually managing strategic, enterprise, or high-value accounts—playing a key part in the business’s long-term growth.
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