Customer Success & Service Manager

About Tes

Tes is a global EdTech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on.

The Opportunity

We are looking for an experienced Customer Success & Service Manager to lead a high-performing customer-facing team and play a pivotal role in driving customer satisfaction, retention, and revenue growth across the business.

Reporting to the Head of Customer Value & Success, you will lead a team of up to 15 Customer Success and Customer Service professionals, ensuring customers realise maximum value from their partnership with Tes. This is a highly visible leadership role that combines people leadership, customer strategy, operational excellence, and commercial impact.

You will be responsible for creating exceptional customer experiences, strengthening long-term customer relationships, and driving initiatives that improve customer health, Net Revenue Retention (NRR), and overall business performance. Working closely with key stakeholders across the organisation, you'll influence customer success strategy, identify opportunities for continuous improvement, and help shape the future of the customer journey at Tes.

This is an exciting opportunity for a customer-focused leader who thrives in a fast-paced environment, enjoys developing high-performing teams, and is passionate about delivering measurable outcomes for both customers and the business.

Key Responsibilities

• Lead, coach, and develop a team of up to 15 Customer Success and Customer Service professionals
• Drive a high-performance culture focused on customer outcomes, accountability, collaboration, and continuous improvement
• Oversee day-to-day customer service operations, ensuring timely, professional, and effective resolution of customer enquiries and issues
• Develop and execute customer success strategies that improve customer adoption, engagement, retention, and satisfaction
• Proactively monitor customer health, identify potential churn risks, and implement targeted retention plans
• Identify and drive upsell and cross-sell opportunities that increase customer value and support revenue growth
• Manage complex customer escalations and partner with internal stakeholders to deliver successful outcomes
• Analyse customer feedback, NPS, CSAT, retention, and customer health metrics to identify trends and improvement opportunities
• Deliver insightful reporting and recommendations to senior stakeholders on customer performance and commercial outcomes
• Drive operational excellence by identifying and implementing process improvements that enhance customer experience and team efficiency
• Build strong relationships with customers and internal stakeholders to support long-term success and advocacy
• Ensure compliance with company policies, data security requirements, and relevant industry regulations

What You Will Bring

• Proven experience leading customer-facing teams within Customer Success, Customer Service, Account Management, or Customer Experience environments
• Demonstrated success driving customer retention, satisfaction, and revenue growth
• Strong people leadership skills with experience coaching and developing high-performing teams
• Ability to build trusted relationships with customers and stakeholders at all levels
• Experience managing customer escalations and complex business challenges
• Strong analytical skills with the ability to use data and insights to drive decision-making
• Commercial mindset with experience identifying growth opportunities and improving customer value
• Excellent communication, influencing, and stakeholder management skills
• Experience using CRM platforms and customer success tools
• Ability to thrive in a fast-paced and evolving environment

Why Tes

Our intuitive technology streamlines complex tasks, enhances learning experiences, and alleviates the administrative burdens that often overwhelm schools. By working closely with schools, we provide up-to-date resources, expert guidance, and a technology ecosystem dedicated to innovation and excellence in education.

Empowering Educators Worldwide

Whether simplifying administrative workflows, creating dynamic classrooms, or advancing professional development, Tes is the trusted partner for schools worldwide. Join the hundreds of schools already benefiting from the Tes ecosystem. Together, we empower educators to achieve more, ensuring every student thrives in a supportive, well-managed learning environment. With Tes, excellence in education is not just a goal – it's a sustainable and rewarding reality. For more information, visit www.tes.com.