We’re a Series A backed start-up seeking someone with strong initiative who can prioritise effectively. You'll need to innovate, create, and document best practices. As a player/coach, you should excel in your role and guide others to do the same. 

Our team focuses on improving employment outcomes for our customers and driving Cognassist's growth through customer retention and expansion. As a Customer Success Manager, you’ll manage your accounts across the full customer lifecycle, from onboarding to advocacy. You’ll identify customer pain points and success criteria to deliver clear business value. 

Understanding our customers’ needs will be key to maximising retention, managing renewals, and driving growth. This role offers a chance to make a significant impact and advance your career in go-to-market strategy if you’re up for the challenge.

Responsibilities

Customer Enablement & Activation

• Lead new customer onboarding in close collaboration with our Sales team, ensuring customers receive the necessary education and activation materials to integrate Cognassist into their processes and programmes.

Activation & Adoption

• Promote the benefits of neuro-inclusion across the client business, including senior management.

Consultative Guidance & Enablement

• Become a customer expert by understanding each customer’s unique challenges, processes and success metrics to ensure continued success and retention.

Expansion & Advocacy

• Commercially manage expansion according to timelines and account strategy. Develop detailed account plans aligned with each account’s size, value, potential growth, success criteria, and business goals, with clear actions mapped out.

Employer Market - Sector Specialism:

• In this emerging product area for Cognassist, the Customer Success Manager for Employer accounts will play a crucial role in shaping and validating our product-market fit and work closely with Product.

Required Skills & Experience

• You’re an experienced professional with at least 5 years in Customer Success or Account Management, working with enterprise-level customers.

• Ideally, you’ve held roles such as Customer Success Manager, Account Manager, Implementation Consultant, or similar within a SaaS environment.

• Experience in the HRTech or LMSTech sectors is a plus but not essential.

• You have a strong understanding of people, with the ability to engage, drive product adoption, and influence training, renewals, and growth opportunities.

• Proficient in Salesforce

• A strong mathematical background, seamlessly applied in a professional setting.

• A self-starter with a growth mindset, focused on results.

• Analytical, adaptable, and genuinely passionate about making a difference in Equality, Diversity, and Inclusion.

Key Competencies

• Demonstrated ability to manage multiple account projects simultaneously, while maintaining keen attention to detail.

• Exceptional listening, negotiation, and presentation skills.

• Strong verbal and written communication abilities.

Qualifications

• Level 4+ apprenticeship or Bachelor's degree in a STEM-related field.

What's in it for You?

• EMI company share scheme, meaning you would own a percentage of shares, turning into significant monetary value in time.

• Competitive salary.

• Westfield Health Care plan.

• 1-2-1 Sanctus coaching sessions to support personal and professional development with proactive mental wellbeing support.

• Fully flexible working.

• A paid day off on your birthday.

• AIG Life insurance.

• Workplace Nursery Benefit.

• Long service awards to celebrate key employment anniversaries.

• Excellent discounts/wider wallet.

• 5% matched contribution pension scheme.

• 25 days holiday + bank holidays (33 days).

• Paid wellbeing days, volunteer days, and study days.

• Quarterly values awards.

• Staff parties and events.

• Modern homeworking tech kit.

• Enhanced maternity & paternity pay.

• And being part of something AMAZING!

We welcome your application even if you believe you do not meet all of the above criteria - your unique skills, perspective, and experiences are valued, and your contribution could be exactly what we need to grow together.