Head of Customer Success - Assessment EMEA

Overview

Would you like to help enrich the lives of learners around the world?

At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer‑centric solutions that improve education outcomes.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.

RM Group operates through three businesses:
Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).

Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, ALevels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on‑screen tests and to mark millions of paper‑based scripts.

For over a decade we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure, and reliable e‑marking solutions.

Visit our website to find out more:

Service & Operations is the engine room of assessment, leading and managing how clients consume and operate with RM’s assessment platforms. We strive to be as operationally effective as we can, removing waste, reducing complexity and workload all while helping our customers get the best out of RM.

We design services that are easily consumable and replicable, implement them on time and budget so we deliver our client outcomes and then continually services and deliver value for our customers, so they stay with us to build a long term and enduring partnership.

The Head of Customer Success provides leadership to a crucial function within service and operations. The purpose of the function is to lead the client services engagement for RM to deliver all contracted outcomes and demonstrable value to RM customers.

The Head of Client Success is a strategic leadership role accountable for ensuring the successful implementation, sustained adoption, and long‑term value realisation of RM’s enterprise solutions across key customer sectors and regions. Operating as a member of the senior leadership team within the Service and Ops function, you will lead major accounts, drive customer partnership, platform optimisation, business impact, delivering exceptional ROI.

In conjunction with this you will lead a team that owns and delivers the examination session planning and execution in your jurisdiction. You’ll be collaborating closely with internal functions such as Sales, Professional Services, Product, and Delivery.

You will lead a high‑performing team that act as the customer’s primary point of contact, focused on delivering measurable outcomes, building relationships, and helping clients unlock full business transformation through the RM platform. As a key senior member of the team, you will also contribute to and execute the broader operations strategy. The HOCS takes a proactive, strategic approach to ensure customer success, expansion, and platform optimisation, helping customers realise full business transformation through the RM platform.

• Customer Success Leadership: Own and manage a portfolio of strategic clients, driving engagement, satisfaction, and retention. Act as a trusted adviser to senior stakeholders, aligning RM capabilities with the transformation goals and business strategy.

• Enterprise delivery oversight
  :
  Lead delivery excellence across enterprise clients to deliver run P&L, the effective examination session planning and execution, oversee contractual commitments, SLAs, and high impact issue resolution. Drive operational performance and continuous improvement aligned to commercial and client outcomes.
• Clie…