Customer Success Consultant (Financial software)

Job Title: Customer Success Consultant

The Business:

Founded by a team of financial experts and ex-MAT professionals, IMP Software has a deep understanding of the challenges facing multi-academy trusts. Our mission is to empower multi-academy trusts with the tools and expertise they need to manage their finances more efficiently and effectively. That's why we're trusted by trusts across the country to provide the only budgeting, forecasting, and reporting software designed specifically for them. From a standing start, in less than 5 years we are now used by most large trusts to help them deliver smarter MAT Finance.

We're proud to be at the forefront of innovation in the MAT finance sector, and we're constantly looking for ways to improve our offering. We work closely with our customers to understand their requirements so that we can tailor our product to their specific needs, and our team is always available to provide expert advice and support.

But at our core, we're more than just a software company. We're a team of passionate and dedicated professionals, committed to helping multi-academy trusts achieve their financial goals. We believe that financial planning should be simpler, more accessible, and more transparent, and we're proud to be leading the way in supporting smarter MAT finance.

At IMP we are very aware that the success of our business will be directly correlated to the quality of the team that we can attract and more importantly retain! Due to this core belief, IMP offers fantastic career progression within a business that places huge importance on the happiness of the team, through our respectful, fun(!) and supportive culture + flexible working, regular socials and funded/encouraged CPD.

Role Description:

As a Customer Success Consultant, you will be a trusted partner for our clients, ensuring they achieve their strategic objectives by maximising the value of our software. You will play a pivotal role in driving adoption, building long-term relationships, and delivering measurable outcomes for MATs across the education sector.

Key responsibilities:

Client Handover and Enablement:

• Take full ownership of the customer relationship once training has been completed by the Initial Success Team.
• Collaborate closely with the Initial Success Team during the handover process to ensure a smooth transition, gaining a clear understanding of the customer’s goals, challenges, and early successes.
• Build on the foundations set during onboarding, focusing on driving adoption and helping the client achieve their first measurable outcomes.

Customer Success Planning :

• Collaborate with MATs to create and maintain Customer Success Plans, aligning software capabilities with their financial planning and operational goals.
• Identify key success metrics for each client (e.g., efficiency gains, data accuracy improvements) and regularly monitor progress.

Product Adoption and Engagement

• Actively monitor usage data to identify adoption gaps, under-utilised features, or potential risks.
• Proactively engage clients through regular check-ins (virtual meetings and face to face) and best practice sessions to optimise their use of the platform.
• Develop and share resources (guides, case studies, videos) that empower clients to explore advanced features.

Relationship Management:

• Serve as the primary contact for assigned clients, building strong relationships with MAT finance leaders and other key stakeholders.
• Partner with the Account Management team to identify upsell opportunities and support renewal discussions, providing value-driven insights.
• Advocate for clients internally, working closely with Product and Support teams to address challenges or feedback.

Thought Leadership and Best Practices:

• Stay up to date with MAT financial challenges and regulatory changes to guide clients effectively.
• Host webinars, user forums, or events to share thought leadership and encourage peer learning within the education sector.

Metrics and Reporting:

• Own customer health metrics for assigned accounts, tracking NPS, renewal likelihood, support tickets and product adoption rates.
• Prepare and deliver annual business reviews (ABRs) for key clients, highlighting successes, ROI, and future opportunities.
• Use data-driven insights to continuously improve the customer success journey.

Skills, experience, and attributes:

• Strong understanding of financial systems, reporting, or planning (experience with MAT finance is a distinct advantage).
• Exceptional communication skills, with the ability to engage and influence stakeholders at all levels.
• Analytical mindset, with the ability to interpret data and translate insights into actionable strategies.
• Self-starter with excellent time management and prioritisation skills.
• Passionate about customer service and an inquisitive nature.

Desirable:

• Experience in a customer success, account management, or consultancy role, ideally within SaaS or the education sector.
• Familiarity with the challenges and opportunities faced by MATs in financial planning.
• Experience with CRM and CS tools.

Benefits:

• 27 days of holiday per year plus bank holidays
• AXA Health insurance including dental and mental health
• Broadband allowance
• Home office stipend
• Life assurance (4 x basic salary)
• Encouraged and funded CPD