Customer Value Manager

Overview

12‑Month FTC – Maternity Cover | Sheffield (Hybrid | 3 days in office)

At Tes we are on a mission to power schools and enable great teaching worldwide, by delivering EdTech solutions that give educators the tools to succeed. From safeguarding and compliance to staff and pupil management, our innovative and flexible software and services help teachers and school leaders worldwide to provide the best education to millions of children.

With more than 13 million educators in our community, combined with our working relationships with 25,000 schools in over 100 countries, we have been making a difference for over 100 years

We’re now looking for a Customer Value Manager (12‑month FTC – Maternity Cover) to join our Customer Value team and play a key role in driving customer success, retention and long‑term value across our SaaS portfolio.

About the Role

As Customer Value Manager, you’ll lead a high‑performing team responsible for adoption, in‑life customer engagement, retention strategy and renewal performance. You’ll ensure customers not only experience value from our products, but recognise and grow that value over time.

Working closely with Sales, Product, Support and Marketing, you will be central to shaping customer outcomes and protecting recurring revenue.

This is a fantastic opportunity for someone who is data‑driven, commercially minded and passionate about delivering exceptional customer experiences in the EdTech space.

Key Responsibilities

Customer Value & Success Leadership

• Own the end‑to‑end customer lifecycle from onboarding to renewal.
• Lead your team to deliver proactive and scalable engagement that drives adoption and positive outcomes.
• Embed Customer Success best practice across the function.

Retention & Renewal Management

• Identify risk early and lead proactive churn‑mitigation strategies.
• Oversee renewal forecasting, value articulation and commercial conversations.
• Develop retention playbooks and frameworks for long‑term loyalty.

Customer Advocacy & Insight

• Champion customer feedback, trends and insights across the business.
• Spot cross‑sell opportunities based on customer needs and usage patterns.
• Partner with Support to ensure smooth escalations and excellent service.

Operational & Performance Leadership

• Own metrics including renewal rate, churn, adoption, NPS and health scoring.
• Build dashboards and reporting that highlight opportunities and risks.
• Implement scalable processes and automation to drive team efficiency.
• Coach and develop a high‑performing Customer Value team.
• Foster a culture of accountability and customer‑first thinking.
• Set clear expectations, goals and performance measures.

What You’ll Need

• 4+ years in Customer Success, Account Management, Retentions or similar SaaS roles.
• Proven track record in reducing churn and driving adoption.
• SaaS, tech or EdTech experience ideal.
• Experience leading or coaching a team (desirable).
• Strong data literacy and confidence using customer insights to guide decisions.
• Excellent stakeholder management and communication skills.
• Commercial acumen, especially around renewals and value‑positioning.
• Comfortable navigating fast‑paced environments with shifting priorities.
• Familiarity with CS tools (Salesforce, Gainsight, Freshdesk, etc.).
• Understanding of NPS, CSAT and customer health scoring.

What’s in It for You?

• 25 days annual leave (rising to 30)
• Benefits via My Benefits World
• Free eye‑care cover
• Life Assurance
• Cycle to Work Scheme
• Employee Assistance Programme (EAP)
• Monthly Tes socials

✨ Ready to make an impact in EdTech and support schools worldwide?

Apply now and join Tes on a 12‑month journey shaping customer experience and driving value for thousands of educators.