Head of Customer Success
Derby, East Midlands | £40,000 | Permanent
This is a senior role at the heart of a growing apprenticeship provider — one that takes employer relationships, learner outcomes and customer experience seriously. If you've worked in account management, partnerships or customer success within the FE and Skills sector and you're ready to lead a team and shape how an organisation looks after its employers and learners, this is worth reading.
The Role
As Head of Customer Success, you'll own the employer and learner journey from initial enquiry through to programme completion and EPA. You'll be the strategic relationship lead for employers, the escalation point when things need resolving, and the person responsible for making sure retention, satisfaction and achievement are moving in the right direction.
You'll manage a small team — including a Business Development Manager and a Social Media & AV Executive — and work closely with the Head of Delivery & Compliance and senior leadership as part of the organisation's core management group.
What You'll Be Doing
- Leading the Customer Success Team and overseeing the full employer and learner journey
- Building and managing strategic employer relationships to drive retention and repeat business
- Developing and implementing customer retention strategies across apprenticeship, learner loan and commercial training provision
- Acting as the escalation point for employer concerns, complaints and service recovery
- Overseeing onboarding for employers and apprentices, and supporting Gateway readiness and EPA coordination
- Monitoring learner progress, withdrawals, breaks in learning and PPED status
- Reporting on satisfaction, engagement, retention and achievement — and using that data to drive improvement
- Contributing to strategic planning and continuous improvement activity at a senior level
- Collaborating across delivery, compliance, business development and creative functions
What We're Looking For
- Solid experience in account management, customer success or employer engagement within the FE, Skills or apprenticeship sector
- A track record of managing and developing people
- Strong understanding of the apprenticeship journey — onboarding, delivery, Gateway and EPA
- Confident working with data to identify risks and opportunities
- Commercially aware, with the ability to spot growth opportunities within existing employer accounts
- A natural communicator who builds trust with employers, learners and internal colleagues alike
- Experience working with learner loan or commercial training provision would be an advantage
What's on Offer
- £40,000 salary
- Permanent contract
- A senior role with genuine influence over strategy and operations
- A collaborative, ambitious team environment at an Ofsted Outstanding provider
- Derby-based with a provider that has a clear identity and a strong reputation in its sector
If this sounds like the kind of role you've been looking for, we'd like to hear from you. Apply now or get in touch for a confidential conversation.