Customer Success Manager

Job Title: Customer Success Manager

Reporting to: Head of Customer Success

Department: Support - Customer Success

Salary: Up to £40,000

About IMP

At IMP we help Multi-Academy Trusts (MATs) take control of their finances. Our MAT-first software is built by people who know the sector inside out. Former trust professionals, finance experts and product specialists are all part of our team. More than half of all MATs in the UK already use IMP to plan with confidence, simplify complex processes and make smarter decisions.

We're proud to be independent, founder-led and growing fast. Alongside our award-winning products, we've built a culture we're equally proud of. We are ranked as one of the UK's Top 25 Great Places to Work for mid-sized companies. Respect, collaboration and personal growth sit at the heart of how we work. You'll find flexibility, support and opportunities to develop here, alongside regular team socials and funded CPD.

Role Description:

• You will play a vital role in supporting our customers across both their initial and ongoing success journey.

• You will ensure every Trust achieves measurable value from our products, helping them to embed IMP Software into their day-to-day operations and achieve their strategic objectives.

• This hybrid role bridges Initial Success (training and early adoption) and Customer Success (long-term engagement and growth).
• You will work closely with Implementation, Account Management, and Support teams to ensure a seamless experience from onboarding through to renewal.
• You will have particular responsibility for delivering Initial Success training for ICFP, ensuring Trusts complete onboarding within a 45-day timeline, with training focused on ensuring curriculum and finance alignment from the outset.

Key responsibilities:

• Manage a portfolio of Trusts, supporting both new and existing customers across Planner, ICFP and other IMP products.
• Lead the Initial Success (training) process for ICFP, delivering structured onboarding, training, and early-stage adoption within a 45-day period.
• Partner with Trusts to help them realise full value from IMP Software, ensuring strong engagement, accurate usage, and alignment to Trust goals.
• Conduct regular Success Reviews to discuss adoption, performance, and identify areas for optimisation.
• Act as the customer's advocate within IMP, working cross-functionally with Implementation, Support, Product and Account Management teams.
• Identify customers at risk and work proactively to re-engage and retain them.
• Support the ongoing development of best practice resources, playbooks and training content.
• Contribute to continuous improvement of the customer journey, including the rollout of the LMS and Community Forum.

Skills, experience, and attributes:

We are looking for someone who is passionate about customer success and has the confidence to build strong, trusted relationships at all levels.

You will ideally have:

• Experience in SaaS account management, training, or customer success, preferably within education or finance-related software.
• A background in curriculum planning, timetabling or education management, which would be advantageous in supporting ICFP implementation.
• Excellent communication, organisation and relationship-building skills.
• Confidence leading customer training sessions and presenting online or in-person.
• A proactive, collaborative approach and willingness to continuously improve.

Benefits:

• 27 days of holiday per year plus bank holidays (with a buy option up to an additional 5 days)

• Enhance Maternity and Paternity leave

• AXA Health insurance including dental, optical and mental health

• Broadband allowance

• Home office stipend

• Life assurance (4 x basic salary)

• Encouraged and funded CPD