Client Success Manager

We are seeking a highly organised detail-oriented and proactive Client Success Manager to support the successful implementation of MasterStarts corporate learning this role you will act as a pivotal liaison between internal departments (including Learner Support Sales Data and Finance) and external corporate clients.

The Client Success Manager ensures that every assigned clients experience runs smoothly monitoring enrolments coordinating with the academic team to ensure compliance with the academic and administrative protocols supporting reporting functions and contributing to exceptional client service delivery. This role is instrumental in operationalising MasterStarts mission of enabling supported scalable and human-centred online learning experiences.

In addition the role centralises internal administration to free Sales capacity to focus on core accounts. This support is strictly administrative / coordination-focused and does not include direct client engagement or ownership.

Responsibilities would include but are not limited to :

Compliance & Process Management

Ensure all academic administrative and data-related processes are fully compliant with MasterStarts internal policies and external regulatory requirements.

Accurately capture client interactions and progress on internal systems.

Facilitate and manage the completion verification and submission of booking forms and learner enrolment documentation in line with internal SLAs.

Track enrolment cancellation and withdrawal activities accurately ensuring timely and consistent data capture across platforms.

Maintain detailed records of learner status updates and ensure accurate communication to relevant departments.

Standardise and maintain pre- and post-sales administrative checklists promoting proactive rather than reactive administration.

Act as the central internal point for administrative queries related to accounts triaging items to Account Owners / Client Success and logging actions to closure.

Maintain a reporting calendar and document control (versioning approvals archiving) for client deliverables to support consistent service delivery.

CRM Processes

Monitor and update the CRM system (Zoho) to reflect deal progression client interactions and key stages within the sales pipeline.

Collaborate with the Sales Team / Account Owner(s) on any deal related information. Ensure that corresponding records are updated within the CRM timeously to maintain data accuracy.

Maintain accurate account tiering / segmentation and keep related administrative tasks current to support Sales focus..

Log internal administrative activities tasks and handovers (e.g. onboarding prep report scheduling finance documentation) to ensure visibility and follow-through.

Monitor shared mailboxes / queues and create CRM tasks / tickets for the relevant internal owners; track to resolution.

Support sell-upsell opportunities for Tier 3 clients and proactively generate leads from these accounts to feed into the sales pipeline.

Reporting & Data Coordination

Ensure that client reporting requests are communicated to the IT / Data team in a timely and accurate manner as required.

Work closely with the learner support team who will track learner engagement and at-risk learners and flag these potential concerns with the Account Owner to communicate to the client.

Obtain approval for release from the Head of Academics for all reports prior to submission to clients.

Maintain reporting timelines ensuring version control and continuous improvement in reporting quality. Adhere to committed intervals of delivering these reports per customer.

Prepare learner progress reporting packs and dashboards (private cohorts and strategic accounts) including quality checks approvals and scheduled distribution to the Account Owner / Client Success for client-facing presentation.

Summarise insights and potential growth opportunities (upsell / cross-sell referrals) within reporting packs for Sales to consider; maintain an internal insights log.

Meeting Coordination & Client Events

Schedule and facilitate client meetings ensuring agendas are set notes are accurately recorded and action points are tracked to completion.

Liaise with the marketing department to ensure that all event and communication needs are addressed in a timely and efficient manner.

Arrange and schedule client meetings documenting outcomes and follow-up actions with precision to ensure continuity and clarity.

Plan and coordinate graduation events webinars activations and any other marketing activities.

Coordinate pre-brief materials (agendas reports status summaries) for Account Owners / Client Success and track post-meeting actions to closure; standardise templates for repeatability across account tiers.

Manage centralised scheduling and logistics for clients on behalf of internal owners to ensure a consistent MasterStart experience (no direct client relationship management).

Financial & Administrative Support

Coordinate with the Finance team to monitor Debtors Category B & C accounts ensuring that any updates are effectively communicated to the Account Owner.

Support client onboarding by gathering vendor documentation and facilitating finance-related administration including PO approvals from clients and invoicing

Maintain PO / invoicing and billing trackers ensure alignment with project milestones / reporting intervals and prepare internal status summaries for Account Owners.

File and maintain vendor / onboarding documentation in shared repositories; ensure data accuracy and audit readiness across systems.

Requirements

Requirements

Strong organisational and project management skills

Excellent communication and stakeholder management abilities

Detail-oriented with a proactive problem-solving approach

Ability to work independently and collaboratively within a team

Strong data management and reporting skills

Proficiency in Microsoft Office and other relevant software

Work from the office in 2-3 days a week (or as required)

Be available to travel as and when required.

Qualifications & Experience

Post-school training in Business Administration Project Management or a related field.

2 years of experience in a Client Success Management or administrative role preferably in education or learner support.

Experience in working with data reporting and compliance processes.

Required Skills :

Strong organisational and project management skills Excellent communication and stakeholder management abilities Detail-oriented with a proactive problem-solving approach Ability to work independently and collaboratively within a team Strong data management and reporting skills Proficiency in Microsoft Office and other relevant software

Required Education :

Post-school training in Business Administration Project Management or a related field.2 years of experience in a Client Success Management or administrative role preferably in education or learner support.

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Employment Type : Full Time

Experience : years

Vacancy : 1