Customer Success Manager

About the Role

We are looking for a talented Customer Success Manager to join our team for collaborating with customers and ensuring they maximize the benefits of using Oxford’s products and services. This involves engaging with customers (schools) after they have committed to using our curriculum, qualifications and resources, providing expert consultation to ensure a smooth experience.

The Customer Success Manager's focus is on engaging with customers from onboarding stage to renewal, utilizing a range of approaches to enhance product awareness, usage, best practices, and strategic guidance. Additionally, they engage in skilfully positioning additional resources and services to further improve the customer's overall experience and results.

Key Responsibilities: 

• Coordinate cross-functional teams to deliver a consistent and high-quality post-sale experience, including onboarding, product awareness, usage, and troubleshooting.
• Partner with customers to identify opportunities for enhancing impact through existing or new services.
• Work closely with customers to capture and input data that informs support activities and product/service enhancements.
• Liaise with internal teams such as Product Development, Tech Support, Content, Sales Support, and Customer Services to ensure timely and effective service delivery.
• Develop deep knowledge of OUP’s offerings and maintain awareness of industry trends and challenges faced by schools and educators.
• Provide regular updates on customer trends, product feedback, and emerging opportunities in line with departmental reporting standards.
• Represent OUP across international markets, uphold professional standards, and ensure compliance with OUP’s values, Code of Conduct, and governance policies.

About You 

Essential: 

• A proven track record in a customer facing role
• Excellent communication and presentation skills
• Strong analytical skills
• Excellent collaboration, influencing and facilitation skills
• Proven networking skills and ability to interface with numerous senior level stakeholders
• High levels of business and commercial acumen
• Being customer focused, innovative, passionate, action and delivery-oriented and collaborative.
• With positive attitude, multicultural sensitivity and integrity
• Analytical, strategic thinker and natural problem solver

Desirable:

• Experience with CRM and data analytics
• Degree level or equivalent