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Customer Success Manager

Job Description

Candidate Description

A strong leader who will bring significant experience of driving customer success into a digital business. You'll have a proven ability to deliver objectives to deadlines, working collaboratively with cross functional colleagues to map and implement a customer success framework and business processes.

You'll apply a customer orientated approach, be solutions focused, with an in-depth understanding of the evolving needs of our customers. You'll take satisfaction from delivering projects to time and budget to meet our customer requirements, resulting in increased customer loyalty and retention supporting us exceed our revenue targets.

You'll have experience in identifying and resolving customer pain-points; working with colleagues from across the business to implement change management solutions.

Application Description

University Printing House, Shaftesbury Road, Cambridge, Cambridgeshire, UK, CB2 8BS

Employer Description

Centre for Evaluation and Monitoring (CEM) is part of Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge.

This brand-new opportunity will provide you with the autonomy to lead and create customer centric processes and procedures throughout the business that will ensure our customers' needs are at the forefront of all that we do as a business. In short, you will be responsible for making it easy for our customers to use and enjoy our products and services.

Opportunity to make a real difference and be you

Working with world leading education experts' collaboration is key, you'll be working with colleagues across the business including Sales and Marketing, Product, Assessment, Delivery and Customer Services team to identify and build customer focussed solutions. You'll support us to ensure that the customer voice is heard driving customer-oriented change.

Your knowledge and understanding of customer success will enable you to support customers enjoy seamless onboarding and post sales support leading to increased retention; supporting our customers to make the most out of our products and overcome the pain points faced., The University of Cambridge brought together its publishing and assessment operations to create a single organisation in August 2021. The move was in response to growing desire from learners, teachers and researchers to engage with Cambridge in a joined up digital way, and the demand for innovative products that combine expertise in learning and assessment. We have the capabilities to provide world leading assessments, earning and academic research offering globally, under the Cambridge brand and backed by first class teaching and research developments.

What are you waiting for, pursue your potential and deliver world class customer service! We look forward to hearing from you.

If you are successful at interview stage, we will ask you to undergo background screening, to ensure that all information provided to us is accurate. We wish you all the very best with your application.


Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.

We believe that diversity of thought, background, and approach create better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and it's part of how we achieve our purpose: to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.

To enable an environment which our people can thrive in, our customers benefit from, and where work complements life, we empower everyone to manage their time and capacity, and to prioritise their wellbeing. That's why from day one everyone at Cambridge University Press & Assessment can discuss flexible working options to find the best solution for them and their role.