Head of Customer Success UK/EMEA

RM plc; United Kingdom; Hybrid; GBP 125,000 - GBP 150,000; Full time

Job summary

A leading educational technology provider in the United Kingdom seeks a Head of Customer Success to engage clients and drive their satisfaction and retention. This role includes leading a high-performing team and managing complex client needs, ensuring operational performance and strategic delivery oversight. The ideal candidate will have proven leadership in SaaS service delivery and the ability to drive operational improvements based on insights. A competitive salary, hybrid work options, and robust benefits are offered.

Benefits

Competitive salary

Private medical healthcare

Performance-related bonus

Voluntary benefits such as additional annual leave

Qualifications

• Proven leadership in driving customer success and service delivery.
• Experience managing complex client environments and P&L.
• Ability to operate strategically within a matrix structure.

Responsibilities

• Own and manage client portfolios to drive satisfaction and retention.
• Lead delivery excellence and operational performance.
• Build and lead a high-performing client success team.

Skills

Leadership in SaaS or technology-enabled service delivery

Strategic service improvements

Gravitas in client relationships

Strong commercial acumen

Ability to lead cross-functional teams

Operating in fast-paced environments

Job description

Overview

Would you like to help enrich the lives of learners around the world?

At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).

Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, A-Levels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. For over a decade we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure, and reliable e-marking solutions.

Visit our website to find out more: www.rm.com/assessment

Service & Operations is the engine room of assessment, leading and managing how clients consume and operate with RM’s assessment platforms. We strive to be as operationally effective as we can, removing waste, reducing complexity and workload all while helping our customers get the best out of RM.

We design services that are easily consumable and replicable, implement them on time and budget so we deliver our client outcomes and then continually service and deliver value for our customers, so they stay with us to build a long term and enduring partnership.

The Head of Customer Success provides leadership to a crucial function within service and operations. The purpose of the function is to lead the client services engagement for RM to deliver all contracted outcomes and demonstrable value to RM customers.

Responsibilities

• Customer Success Leadership: Own and manage a portfolio of strategic clients, driving engagement, satisfaction, and retention. Act as a trusted adviser to senior stakeholders, aligning RM capabilities with the transformation goals and business strategy.
• Enterprise delivery oversight: Lead delivery excellence across enterprise clients to deliver run P&L, the effective examination session planning and execution, oversee contractual commitments, SLAs, and high impact issue resolution. Drive operational performance and continuous improvement aligned to commercial and client outcomes.
• Client growth and expansion: Partner cross-functionally with Sales, Professional Services, and Partner teams to define and execute account growth strategies. Identify and deliver on opportunities for upselling, cross-selling, and broader solution expansion, with a focus on long-term value and maximising ROI.
• Business Outcome Alignment: Guide clients in mapping RM capabilities to their strategic objectives. Support planning, forecasting, and decision-making through a data-informed approach to planning and forecasting, reinforcing RM’s role as a transformation partner in facilitating business agility and strategic decision-making.
• Value Delivery & Health Monitoring: Continuously monitor customer engagement, platform utilisation, and business outcomes. Build and execute tailored customer success plans to ensure consistent value delivery and proactively address any challenges or barriers to success.
• Voice of the Customer & Innovation Influence: Act as the voice of the customer, championing their voice across internal teams. Ensure client needs and feedback directly shape product development, roadmap priorities, and service evolution.
• Community Building & Best Practices Sharing: Foster customer engagement by connecting them with the broader RM community, user groups, and industry events. Represent RM in external forums, customer groups, and industry events to enhance RM’s reputation and community engagement. Promote the sharing of best practices to drive collaboration and knowledge exchange.
• Risk Management and Incident Leadership: Lead engagement with internal teams to resolve complex customer challenges, safeguarding platform trust and client confidence.
• Operational & Strategic Planning: Lead planning and execution of complex client programs, including portfolio-level examination delivery. Ensure alignment with client needs, commercial goals, and RM’s broader strategic priorities.
• Team Leadership & Development: Build and lead a high-performing Client Success team in delivering successful planning and implementation of client portfolio examination sessions. Foster a culture of accountability, innovation, and continuous improvement to deliver business impact.
• Customer Enablement & Education: Drive customer enablement initiatives through onboarding, training, and education programs to support sustained user adoption and platform success.
• Decision-Making Scope: You will be empowered to make high-level decisions that align with both customer goals and RM’s corporate strategy, in the shape of solutions, people planning & performance and budget. Your remit includes service model innovation, customer planning, and strategic influence across the organisation. RM does operate a partial matrix structure so being joined up with requirements/commitments with technical, product and design is crucial.

Experience

We are seeking a commercially astute, transformation-focused leader with a strong track record in senior service delivery roles within complex client environments.

We are looking for a dynamic services senior manager that understands the complexities and nuances of delivering value to clients while delivering organisational objectives.

Essential:

• Proven leadership in SaaS or technology-enabled service delivery
• Demonstrated ability to drive strategic Technology/SaaS service improvements through data and insight
• Gravitas and experience in leading relationships with senior/executive client stakeholders
• Strong commercial acumen with experience managing P&L or complex budgets
• Track record of leading and scaling high-performing, cross-functional teams
• Ability to operate in complex, fast-paced environments and deliver measurable results

What’s in it for you?

At RM we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at [e-mail].

Unfortunately, we are unable to offer visa sponsorship for this role.