Customer Success Manager

Full job description

Customer Success Manager Wanted
Salary: Up to £35,000 + competitive package (pension, 33 days leave, additional benefits)

The Retrofit Academy CIC is the driving force behind retrofit training in the UK – and we’re looking for a Customer Success Manager to join our expert team. This is your chance to support the next generation of retrofit professionals and play a key role in tackling the UK’s net zero challenge.

Why join us?

• Salary up to £35,000 + contributory pension & generous leave
• Be part of a mission-driven team training 50,000 retrofitters by 2030
• Ongoing professional development and career progression
• Collaborative, supportive culture with opportunities to influence the industry

If you’re ready to bring your customer-facing experience and enthusiasm to drive our Customer Success Team – we’d love to hear from you!

What you’ll do:

• Oversee daily Customer Success operations to ensure seamless service delivery and efficient learner progression across all programmes.
• Collaborate with Operations, Delivery, Quality and Business Development teams to remove bottlenecks and optimise processes.
• Lead, coach, and develop the Customer Success team – fostering accountability, collaboration, and continuous improvement.
• Use data and feedback to track KPIs, drive service enhancements, and ensure stakeholder visibility of improvements.
• Act as the primary escalation point, resolving complex issues promptly and empathetically while strengthening communication channels.