Customer Success Lead
UK Visa Sponsorship Analytics
Occupation TypeBusiness associate professionals not elsewhere classified.
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£41,700
(£21.38 per hour)
Standard minimum applies
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Description
Role OverviewWe’re looking for a high-energy, commercially minded Customer Success Lead to act as a senior individual contributor, driving measurable impact across our client base. You’ll combine consultative customer partnerships with a sharp eye for growth opportunities — ensuring every conversation unlocks value, deepens engagement, and fuels renewal and expansion.
This is a role for someone curious, proactive, and commercially driven — equally confident in delivering customer outcomes and spotting sales opportunities in the moment. You’ll also play a key role in sharing best practice and raising the bar across the wider Customer Success team.
Responsibilities
Drive Customer Value & Growth
This is a role for someone curious, proactive, and commercially driven — equally confident in delivering customer outcomes and spotting sales opportunities in the moment. You’ll also play a key role in sharing best practice and raising the bar across the wider Customer Success team.
Responsibilities
Drive Customer Value & Growth
- Own revenue expansion and contribute directly to net revenue retention targets.
- Build strong relationships with clients, understanding their goals, challenges, and success drivers.
- Proactively spot upsell, cross-sell, and renewal opportunities during customer interactions.
- Shape account strategies that deliver impact for customers and revenue growth for Cognassist.
- Forecast and track account metrics with accuracy, delivering against quarterly revenue goals.
- Lead customer onboarding and activation, ensuring clients embed Cognassist effectively.
- Deliver tailored enablement and training to drive adoption across teams and stakeholders.
- Champion the benefits of cognitive profiling and learning strategies with senior client leaders.
- Conduct Customer Impact Reviews, providing insights and clear next steps to improve performance.
- Act as a trusted advisor — bringing fresh ideas, best practices, and solutions that add value.
- Collaborate with Sales, Product, and Engineering to ensure customer feedback drives innovation.
Advocacy & Influence
- Convert customer success into advocacy: case studies, testimonials, and reference clients.
- Engage executives and stakeholders to reinforce Cognassist’s strategic value.
- Support timely renewals and negotiate agreements with commercial confidence.
- Share knowledge, insights, and proven approaches with Customer Success peers.
- Help strengthen team capability by modelling commercial curiosity and proactive customer engagement.
- Minimum 3 years in Customer Success, Sales, Account Management, or a similar client-facing role.
- SaaS experience essential; EdTech background a plus.
- Strong commercial acumen with proven success in renewals, upselling, and expansion.
- Energetic, curious, and motivated by delivering customer impact and revenue growth.
- Excellent communicator and influencer, comfortable with both frontline users and executives.
- Organised, proactive, and resilient under pressure.
- Skilled with CRM tools and Excel; confident using data to inform decisions.
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
- Excellent listening, negotiation, and presentation abilities; and
- Strong verbal and written communication skills.
- Experience of the Education and EdTech sector preferable but not mandatory, with passion about the education industry and the role of cognition in delivering learner achievement.
- EMI company share scheme, meaning you would own a percentage of shares, turning into significant monetary value in time.