Customer Success Manager

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November 7

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Aptem

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Education • Artificial Intelligence • SaaS

Aptem is a technology company that develops innovative solutions to enhance the learning and employability experience. Their flagship product, Aptem Apprentice, is a comprehensive apprenticeship management system that employs AI to ensure regulatory compliance, support funding management, and boost learner success. Since 2009, Aptem has been at the forefront of delivering scalable software for apprenticeships, vocational training, and employability, serving over 130,000 learners daily in the UK. Aptem's range of products includes Aptem Enrol for secure remote onboarding, and Aptem Employ, a self-service job seeker portal aimed at reducing job search time. The company is a leader in education and employability technology, focusing on enhancing user experience and learning outcomes through AI-driven features.

51 - 200 employees

Founded 2009

📚 Education

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• Primary post-sales contact and relationship owner for a portfolio of customers • Accountable for achieving customer outcomes and customer advocacy • Key role for ensuring customer retention and long-term relationship • Ensure customers see value in new products and services, leading upsell activities • Establish and maintain regular customer engagement • Build and maintain relationships across customer organisations with a mix of operational and strategic stakeholders • Drive product engagement and adoption, identifying and addressing any barriers to adoption within customer organisations, their clients, or their learners • Facilitate training for customers throughout their journey, ensuring that new and existing users remain up to date on product functionality and are capable of maximising the value they receive from Aptem • Work cross-functionally across the business to ensure all areas are working in support of our customers’ desired outcomes

🎯 Requirements

• Prior experience in the apprenticeship delivery space, preferably in one or more of the following areas: learner facing/internal verification/funding/quality/operations • Experience working as a Customer Success Manager or Account Manager in a high-touch model, or extensive history in a customer facing role • Prior experience of working in a renewals or upsell business • A good understanding of technology, with the ability to learn and adapt quickly to new technologies and products • Prior experience working within a regulated or complex environment, such as Financial Services, Human Resources, or Government/Public sector • Experience working directly with customers and stakeholders at a variety of levels, up to and including C-Level • Customer Success accreditation • Excellent written and verbal communication skills, comfortable presenting and capable of influencing internal and external stakeholders • An active listener, capable of getting to the root of a customer problem • Excellent problem solving skills • Willingness and ability to learn quickly • Highly organised; able to manage own workload and time, and work independently

🏖️ Benefits

• 27 days holiday allowance plus bank holidays, with an additional day off on your birthday! • Option to take up to 2 days of paid volunteering leave every year. • Half a day off at the end of the working week during June, July and August. • Option to purchase up to 5 days of additional leave. • Company pension scheme. • Life insurance. • Private health insurance with Aviva. • Discounted gym membership. • Electric vehicle scheme. • Retail and other discounts. • Employee Assistance Programme. • Learning and development budget. • Regular paid social events throughout the year.