Senior Customer Success Manager

Application Deadline: 31 May 2026

Department: Customer Success

Employment Type: Permanent - Full Time

Location: Any hub

Reporting To: Head of Customer

Compensation: £50,000 - £70,000 / year

Description

Job purpose

Lead a portfolio of priority ventures through the customer journey, ensuring they receive targeted, high quality support, progress meaningfully, and gain measurable value from UKATC engagement. Provide strategic account leadership, overseeing triage, tiering, action planning, milestone management and access to experts, capabilities and partners. Act as a senior escalation and insight point and ensure sector leading customer experience. Mentor Customer Success Managers, shaping practice and embedding consistent standards across the team. Support bid development and complex cross organisational engagements where venture needs intersect with funded programmes or strategic partnerships. 

Team Purpose:
To guide ventures through the UK Agri-Tech Centre’s customer journey, ensuring that businesses receive the right mix of advice, capabilities and connections to accelerate technical and commercial progression. The team enables ventures to access expertise efficiently, track progress against milestones, and derive maximum benefit from the UK Agri-Tech Centre support. 

This is a hybrid role which can be based at any of our hubs: Newport (Midlands), Oxford, York, Edinburgh. 

Key Responsibilities

• End to end account management for priority ventures (Tier 1 and Tier 2), ensuring structured, high quality support that drives measurable progress and customer satisfaction.

• Ensure venture triage, tiering, onboarding and needs assessment are carried out to a high standard, incorporating commercial, technical and market evaluation.

• Lead development of action plans, objectives, milestones and success measures, ensuring ventures progress efficiently through UKATC pathways.

• Proactively break bottlenecks, coordinating support across teams.

• Act as an escalation point for complex customer issues and ensure visibility of venture progress across the organisation.

• Coach Customer Success Managers, ensuring consistent practice, performance, and customer journey delivery.

Strategic Responsibilities:

• Lead structured triage, tiering, onboarding and needs analysis for priority ventures, assessing technical maturity, market potential, team strength and fit with UKATC support pathways.

• Provide strategic advisory input to ventures, helping them clarify goals, success criteria and development pathways.

• Identify opportunities to align ventures with validation, demonstration, sector growth and CR&D pathways, ensuring strategic coherence with wider organisational objectives.

• Contribute to programme and service development by sharing venture insights (“voice of the customer”) to inform internal decision making and capability development.

• Support bid development or strategic proposal shaping where venture needs intersect with funded programmes.

Operational Responsibilities:

• Maintain regular, structured engagement cycles with ventures, tracking milestone progress, risks, challenges and new opportunities.

• Facilitate connections to technical experts, advisers, partners, and capabilities to meet identified needs.

• Ensure baseline data capture, ongoing tracking and outcome recording to support business intelligence, impact reporting and continuous improvement.

• Support preparation of case studies that capture venture outcomes and commercial or technical progress.

• Ensure alignment of customer support activities with legal frameworks (e.g., State Aid / subsidy control), escalating risks appropriately.

• Provide senior oversight of portfolio performance and ensure a consistently high customer experience.

Leadership / People Responsibilities:

• Mentor and coach Customer Success Managers, strengthening customer success practice.

• Promote a customer centric culture across the wider organisation.

What we are looking for

Essential:

• Experience leading customer success, venture support or programme delivery functions, ideally in innovation or technology ecosystems.

• Proven track record managing a portfolio of priority ventures or clients.

• Strong ability to assess venture readiness, technical and commercial potential, and support needs.

• Demonstrated skill in structured engagement cycles, milestone setting and progress tra