Enroly - Deputy Director of Customer Success (maternity cover)

Deputy Director of Customer Success (maternity cover)
Reporting to: Director of Customer Success & Services
Team Size: 11
Working Environment: Hybrid/flexible home working with regular in-person team meet-ups
Leadership: This role deputises the Director of Customer Success & Services on the Senior Leadership Team and may attend SLT meetings as required.
Position Overview
The Deputy Director of Customer Success is a senior role at Enroly, responsible for leading the Customer Success team and ensuring our university clients achieve strong outcomes and maximum value from our platform and services.
The role reports to the Director of Customer Success & Services and manages a total team of 11 Customer Success professionals. While the primary focus is on Customer Success, the Deputy Director also plays a supporting leadership role across the wider Services function.
Although the Deputy Director does not manage the Services team day-to-day, they work closely with the Head of Services and the Director of Customer Success & Services to ensure alignment, performance, and coordination across both teams.
Key Responsibilities
Customer Success Leadership
Lead and develop the Customer Success team to deliver exceptional client outcomes, driving platform adoption, satisfaction, and retention.
Oversee the full post-sale lifecycle, from onboarding to renewal, ensuring value delivery and a consistent client experience.
Partner with Sales on renewal planning and identifying upsell opportunities within existing accounts.
Ensure effective use of CRM and other platforms to track engagement, performance, and risks.
Use data and customer feedback to guide improvements, anticipate issues, and inform wider business decisions.
Deputy to Director of Customer Success & Services
Serve as second-in-command to the Director of Customer Success & Services, contributing to strategy development and operational input across the Customer Success & Services division.
Provide strategic support and coord...