The Customer Success Manager is responsible for building strong long-term relationships with customers and ensuring they achieve ongoing value from the platform. The CSM becomes the primary point of contact once onboarding is complete, supporting operational use, planning future activity, identifying opportunities for improvement, and managing renewals. This role is central to customer satisfaction, retention, and account growth.
Location: Hybrid | Reports to: Director, Customer Experience
- Attend the sales-to-service handover to understand customer context, goals, and scope.
- Participate in onboarding kickoff sessions as required to gain clarity on timelines and early deliverables.
- Lead the BAU handover process from delivery into Customer Success, ensuring all relevant information, risks, and dependencies are captured.
- Build a strong understanding of the customer's exam schedule, workflows, and operating model.
- Act as the main point of contact once onboarding is complete.
- Develop a deep understanding of customer goals and ensure the solution supports these effectively.
- Build productive relationships with key customer stakeholders.
- Conduct regular check-ins, including monthly, quarterly, or six-monthly cadence depending on the customer’s engagement model.
- Lead BAU governance meetings, offering clear updates, insights, and recommendations.
- Run Quarterly or 6-Monthly Customer Success reviews to track progress, discuss improvements, and support long-term planning.
- Help customers prepare for future exam cycles using previous performance and lessons learned.
- Coordinate with internal teams including Onboarding Specialists, L2 Support, Operations, and PMO when customer issues or questions arise.
- Participate in pre-exam day meetings where needed to ensure customer readiness.
- Help customers prepare for future exam cycles using previous performance and lessons learned.
- Track and escalate risks to ensure a smooth customer experience.
- Monitor customer usage, success metrics, and exam activity to identify risks or opportunities.
- Analyse trends and help customers improve efficiency, quality, and overall satisfaction.
- Ensure customers adopt new features and understand the full value of the platform.
- Own the renewal process, ensuring timely and structured communication.
- Identify upsell opportunities based on customer goals, platform usage, and future plans.
- Support commercial conversations in partnership with Sales where needed.
- Maintain accurate account notes and forecasting for renewals and risk.
- Experience in a Customer Success, Account Management, or relationship-focused role within a SaaS or technology environment.
- Strong communication skills with the confidence to speak to senior stakeholders and guide strategic conversations.
- Ability to analyse data, identify trends, and provide insight that supports decision-making.
- Experience handling escalations and working with cross-functional teams to resolve issues.
- Strong organisational skills and the ability to manage multiple customers at once.
- Familiarity with exam delivery, assessment technologies, or regulated operational environments.
- Experience working with onboarding or implementation teams.
- Understanding of customer lifecycles and success planning frameworks.
- Experience managing renewals or supporting commercial discussions.
- An opportunity to shape the direction of a fast-growing EdTech company.
- A collaborative, respectful, and innovative working culture.
- Competitive salary and benefits package (Pension/Health Care etc).
- Hybrid working environment, one day a week on site.
- Flexible working arrangements.
- Competitive family leave.
TestReach is an award-winning technology company headquartered at NexusUCD in Dublin, Ireland. Co-founded by Louella Morton and Sheena Bailey in 2014, and now employing 200+ staff, TestReach provides innovative solutions for the online creation, management, and delivery of examinations. TestReach covers the end-to-end assessment process, from initial question development right through to detailed results and data analysis. The TestReach solution includes the integral option of live remote invigilation for formal exams, where the candidate is monitored in real-time online by trained TestReach supervisors using video, audio, and remote screen share technology. With TestReach, examining bodies can create engaging assessments using the advanced test authoring tool and then roll them out securely, anywhere in the world, at any time, for any number of candidates, while maintaining the full integrity of the test.
At TestReach we are proud to champion gender equality in the workplace. You can view a report on our gender balance and gender pay gap at the following link: Gender Pay Gap TestReach
