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About the Role

We are seeking a commercially minded Director of Customer Success to transform and scale our Customer Success function. This role is central to Cambridge Spark's next stage of growth, focusing on building a function that demonstrates customer ROI, fosters strategic relationships, and drives revenue growth, customer engagement, and client retention.

Responsibilities

Own the baseline, playing a key role in driving robust GRR/NRR across the client roster; helping to scale use cases carrying the highest customer value, and the greatest revenue opportunity for Cambridge Spark.
Work with Delivery to track learner progress, completion and achievement across our apprenticeship and custom programmes, and act early where engagement drops.
Build a Customer Success strategy that generates measurable CS-sourced pipeline and sales-accepted Customer Success Qualified Leads (CSQLs), working with Sales to turn opportunities into booked revenue.
Develop multi-threaded relationships with L&D champions, business sponsors and C-suite leaders; turn successful customers into advocates and references.
Ensure your CSM team captures success criteria and business objectives during the sales process, and turn them into measurable success plans and structured handovers.
Drive strategic Quarterly Business Reviews (QBRs) that evidence measurable impact, address challenges and identify where customers should double down or change direction.
Build a data-led CS practice: capture data across the customer journey, use EDUKATE and delivery data to spot risks and improve the experience, and turn it into high-value client reporting and ROI evidence.
Turn customer results into case studies, references and impact evidence that support renewals, new business and tenders.
Coach and elevate the existing CSM team in strategic discovery, executive communication, commercial judgement and performance; grow the team as the business scales.
Set the standard for enterprise customer engagement, across all accounts and within our specialist sector teams.
Build a disciplined operating rhythm, with clear KPIs, account plans, and accountability for performance.
Establish a joined-up operating model between Customer Success, Sales and Delivery, with clear responsibilities and regular joint account planning prioritising early risk detection.
Act as a senior strategic contact and escalation point for major enterprise accounts, balancing customer advocacy with commercial priorities.
Contribute further by actively engaging in customer advisory initiatives, and public representation of Cambridge Spark, as and when required.

Requirements

Strong track record leading Customer Success or strategic account management in complex B2B organisations, ideally technology or technology-enabled services.
Demonstrable success creating expansion opportunities, influencing revenue and navigating complex buying groups.
Experience developing or materially transforming a CS function, rather than solely maintaining an established model.
Able to turn customer objectives and operational data into credible ROI narratives and persuasive executive reviews.
Proven capability in coaching, hiring, setting high standards and managing performance.
Experience with QBRs, customer success plans, segmentation and cross-functional execution; comfortable in a fast-moving scale-up.
Background in enterprise SaaS, AI/data technology, consulting, professional services or workforce transformation.
Experience designing CSQL or expansion motions; familiarity with MEDDIC or consultative sales qualification.
Exposure to learning and development, professional education or UK apprenticeship funding.
You see Customer Success as a growth engine, not a reporting or support function.
Excellent listener, commercially curious and able to connect learner outcomes to the priorities of senior business leaders.
Ability to coach a CSM, challenge an account strategy, present ROI to executives and navigate operational complexity and ambiguity at pace.
Experience is not limited to reactive customer servicing, satisfaction reporting or administrative account management.
Comfortable building processes, coaching teams or driving change.
Ability to align customer outcomes with commercial results and work in lockstep with Sales and Delivery.

Skills

AI
Data
Customer Success
Sales
Delivery
Strategic Retention
Growth
Customer Value Creation
ROI
Leadership
Transformation
Cross-Functional Leadership
Commercial Credibility
Value Realisation
People Leadership
Operating Discipline
Enterprise SaaS
AI/Data Technology
Consulting
Professional Services
Workforce Transformation
CSQL
MEDDIC
Consultative Sales Qualification
Learning and Development
Professional Education
UK Apprenticeship Funding

Location

Hybrid - London
UK

Work Type

Hybrid
Full-time

Experience Level

Director
Senior

Salary/Compensations

Depending on experience

Benefits

Pension with 4% matched contributions
Opportunity to opt into salary sacrifice scheme
25 days holiday
Flexi bank holidays
1 day off on your birthday
A day for volunteering
Enhanced Maternity and Paternity Leave
Health & Wellbeing allowance of up to £30 per month
Annual Summer and Xmas events
Company socials
CPD Allowance
Quarterly reflections to ring fence time for development and growth
Private medical insurance
Cash plan
Holiday buy back scheme (up to 10 days p/a)
Employee Assistance Programme with a dedicated company counsellor

About the Company

We are an education technology company that enables corporate and government organisations to achieve their business goals by educating their workforce with critical digital transformation skills to succeed in the AI era.
We deliver unique and innovative professional education that is accelerating the digital transformation of our clients, advancing the careers of their employees, helping people get into work and closing the digital skills gap.
We are at the cutting edge of teaching applied data and digital skills, with our unique patented learning platform EDUKATE.AI offering our clients and learners a unique learning experience.
EDUKATE.AI was developed with support from Innovate UK and provides all of our learners with 24/7 immediate feedback on their work, helping accelerate the learning process and providing a sandbox environment to experiment on real world datasets.
Since 2016, we have supported more than 15,000 learners across four continents with nearly 550,000 pieces of code submitted for feedback on EDUKATE.AI.
We are trusted by some of the most recognisable brands in the world to educate their workforce, including Microsoft, the NHS, GSK, easyJet, the BBC and John Lewis.
Our focus on applied learning to create business impact sets us apart - individual learners have reported applying their skills at work to generate recorded value of up to £40m.
Our Values: Entrepreneurial, Team Spirit, Customer-focused, Gold Standard.

Equal Opportunity

Cambridge Spark is an Equal Opportunities Employer and prohibits discrimination and harassment of any kind.
Cambridge Spark is committed to the principle of equal employment opportunities for all employees and to providing employees with a work environment free of discrimination and harassment.
All employment decisions at Cambridge Spark are based on business needs, job requirements and individual qualifications, without regard to race, colour or ethnicity, ability or disability, gender or gender reassignment, sexual orientation, marital status, religion, age or any other status protected by the laws or regulations in the locations where we operate.
Cambridge Spark will not tolerate discrimination or harassment based on any of these characteristics.
Cambridge Spark encourages applicants of all ages.