Customer Success Manager - Finance software

Customer Success Manager

Reporting to: Head of Customer Success

Department: Support - Customer Success

Salary: Up to £40,000

About IMP

At IMP we help Multi-Academy Trusts (MATs) take control of their finances. Our MAT-first software is built by people who know the sector inside out. Former trust professionals, finance experts and product specialists are all part of our team. More than half of all MATs in the UK already use IMP to plan with confidence, simplify complex processes and make smarter decisions.

We're proud to be independent, founder-led and growing fast. Alongside our award-winning products, we've built a culture we're equally proud of. We are ranked as one of the UK's Top 25 Great Places to Work for mid-sized companies. Respect, collaboration and personal growth sit at the heart of how we work. You'll find flexibility, support and opportunities to develop here, alongside regular team socials and funded CPD.

Role Overview

We are looking for a confident and analytical finance professional to join our Customer Success team at IMP Software. If you have strong accounting experience and enjoy supporting schools and Trusts to improve financial planning and decision making, this could be the perfect next step.

In this role, you will work closely with Multi Academy Trusts to help them embed our planning tools, improve the accuracy of their financial and staffing data, and build confidence in their budgeting and forecasting processes. You will guide Trusts through onboarding, deliver training, and act as a trusted partner in their ongoing success.

Key Responsibilities

• You will play a vital role in supporting our customers across both their initial and ongoing success journey.
• You will ensure every Trust achieves measurable value from our products, helping them to embed IMP Software into their day to day operations and achieve their strategic objectives.
• This hybrid role bridges Initial Success (training and early adoption) and Customer Success (long term engagement and growth).
• You will work closely with Implementation, Account Management and Support teams to ensure a seamless experience from onboarding through to renewal.
• You will have particular responsibility for delivering Initial Success training for ICFP, ensuring Trusts complete onboarding within a 45 day timeline, with training focused on ensuring curriculum and finance alignment from the outset.
• Manage a portfolio of Trusts, supporting both new and existing customers across Planner, ICFP and other IMP products.
• Lead the Initial Success (training) process for ICFP, delivering structured onboarding, training and early stage adoption within a 45 day period.
• Partner with Trusts to help them realise full value from IMP Software, ensuring strong engagement, accurate usage and alignment to Trust goals.
• Conduct regular Success Reviews to discuss adoption, performance and identify areas for optimisation.
• Act as the customer's advocate within IMP, working cross functionally with Implementation, Support, Product and Account Management teams.
• Identify customers at risk and work proactively to re engage and retain them.
• Support the ongoing development of best practice resources, playbooks and training content.
• Contribute to continuous improvement of the customer journey, including the rollout of the LMS and Community Forum.

Core Background

• MUST HAVE for the role - Minimum 3 years in a finance based role (Trust, school or external finance environment).
• Experience with budgets, forecasting, monitoring financial performance and producing or reviewing management accounts.
• MUST HAVE for the role - AAT Level 3 or above preferred, or equivalent practical accounting experience.
• School or Trust experience preferred but not mandatory if finance knowledge is strong.
• Curriculum experience helpful but not essential.

Skills, Experience and Attributes

• Strong budgeting, forecasting and financial analysis skills.
• Confident identifying discrepancies and validating data.
• Ability to explain financial concepts clearly to non finance audiences.
• Experience delivering training or process walkthroughs.
• Comfortable engaging with CFOs, COOs, Heads and Business Managers.
• Strong project ownership and ability to manage competing priorities.
• Passion for customer success and confidence to build strong, trusted relationships at all levels.

Benefits

• 27 days of holiday per year plus bank holidays (with a buy option up to an additional 5 days).
• Enhanced maternity and paternity leave.
• AXA Health insurance including dental, optical and mental health.
• Broadband allowance.
• Home office stipend.
• Life assurance (4 basic salary).
• Encouraged and funded CPD.