Customer Success Lead

Role Overview

We're looking for a high-energy, commercially minded Customer Success Lead to act as a senior individual contributor, driving measurable impact across our client base. You'll combine consultative customer partnerships with a sharp eye for growth opportunities - ensuring every conversation unlocks value, deepens engagement, and fuels renewal and expansion.

This is a role for someone curious, proactive, and commercially driven - equally confident in delivering customer outcomes and spotting sales opportunities in the moment. You'll also play a key role in sharing best practice and raising the bar across the wider Customer Success team.

Responsibilities Drive Customer Value & Growth

• Own revenue expansion and contribute directly to net revenue retention targets.
• Build strong relationships with clients, understanding their goals, challenges, and success drivers.
• Proactively spot upsell, cross-sell, and renewal opportunities during customer interactions.
• Shape account strategies that deliver impact for customers and revenue growth for Cognassist.
• Forecast and track account metrics with accuracy, delivering against quarterly revenue goals.

Customer Engagement & Adoption

• Lead customer onboarding and activation, ensuring clients embed Cognassist effectively.
• Deliver tailored enablement and training to drive adoption across teams and stakeholders.
• Champion the benefits of cognitive profiling and learning strategies with senior client leaders.

Consultative Partnership

• Conduct Customer Impact Reviews, providing insights and clear next steps to improve performance.
• Act as a trusted advisor - bringing fresh ideas, best practices, and solutions that add value.
• Collaborate with Sales, Product, and Engineering to ensure customer feedback drives innovation.

Advocacy & Influence

• Convert customer success into advocacy: case studies, testimonials, and reference clients.
• Engage executives and stakeholders to reinforce Cognassist's strategic value.
• Support timely renewals and negotiate agreements with commercial confidence.

Team Contribution & Best Practice

• Share knowledge, insights, and proven approaches with Customer Success peers.
• Help strengthen team capability by modelling commercial curiosity and proactive customer engagement.

Required Skills & Experience

• Minimum 3 years in Customer Success, Sales, Account Management, or a similar client-facing role.
• SaaS experience essential; EdTech background a plus.
• Strong commercial acumen with proven success in renewals, upselling, and expansion.
• Energetic, curious, and motivated by delivering customer impact and revenue growth.
• Excellent communicator and influencer, comfortable with both frontline users and executives.
• Organised, proactive, and resilient under pressure.
• Skilled with CRM tools and Excel; confident using data to inform decisions.

Key Competencies

• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• Excellent listening, negotiation, and presentation abilities.
• Strong verbal and written communication skills.

Qualifications

• Experience of the Education and EdTech sector preferable but not mandatory, with passion about the education industry and the role of cognition in delivering learner achievement.

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 cash plan.
• 1-2-1 Sanctus coaching sessions to support personal and professional development with proactive mental wellbeing support.
• Flexible working.
• A paid day off on your birthday.
• Aviva Life insurance.
• Workplace Nursery Benefit.
• Long service awards to celebrate key employment anniversaries.
• Excellent discounts/wider wallet.
• 5% matched contribution pension scheme.
• Pension salary exchange scheme.
• 25 days holiday + bank holidays (33 days).
• Paid wellbeing days, volunteer days, and study days.
• Quarterly All Star award.
• Annual company Summer event.
• Modern homeworking tech kit.
• Enhanced maternity & paternity pay.
• And being part of something AMAZING!.

Cognassist is a Disability Confident Committed employer, and we welcome your application even if you believe you do not meet all of the above criteria - your unique skills, and experiences are valued, and your contribution could be exactly what we need to grow together.