Senior Customer Success Manager

About Us: native.
is a fast-growing, innovative, and dynamic company dedicated to bringing extensive content and experiences to the student marketplace.
We have a student advertising platform, a ticketing platform, and a host of complementary services all focused on revolutionising and supercharging the university experience for students.        Our student advertising platform unifies the advertising landscape, making it easy for advertisers like GoPuff, Converse, and BBC Radio 1 to connect with student consumers at scale.    Inspired by the founder's desire to help students have their best time at university, native enriches the lives of students as well as enabling Student Unions to support them.    Students benefit.
Student Unions benefit.
Advertisers benefit.
This is what we call the native.
win-win-win .     About the Team:  The Students' Unions Partners Team at native occupies a unique place.
We manage the relationships with Students' Unions which underpin our exclusive contracts for campus media inventory across the UK, and can address the 2.86m students in the UK market.
  The Students' Unions Partners Team team is dedicated to building and nurturing strong, long-term relationships with our valued partners.
We manage every aspect of the partnership journey, from relationship building across the UK's university institutions, through negotiating, contracting, onboarding to ongoing collaboration throughout the partnership lifecycle.
At the core of what we do is a commitment to fostering trust, delivering exceptional value, and ensuring mutual success.
Ours is an evolving proposition, and maintaining highly effective communication and dialogue is critical.
Relationships are the foundation of our work, and we take pride in cultivating meaningful connections that drive impactful outcomes for both our partners and our business.
  What you'll be doing:   We are seeking a dynamic and experienced Senior Customer Success Manager to join our team and lead the acquisition and relationship management of strategic partnerships with our Students' Unions (SU).    We are looking for a highly motivated individual who can work independently and take initiative within the defined scope of their role.
The ideal candidate should possess the ability to manage tasks autonomously, demonstrate sound judgement, and be comfortable making decisions.
You will be entrusted with significant responsibility and expected to take the lead, ensuring that objectives are met efficiently and effectively.
Strong leadership, accountability, and self-management are essential qualities, as this role requires you to confidently drive projects and deliver results while aligning with the organisation's goals.
  In this role, you will be accountable for successful prospecting, growing existing accounts, promoting our strategic agenda, while bringing professional performance and standards to the role.
Your focus will be on aligning goals, and delivering on key business outcomes through effective partnership management.
  Key responsibilities include: Market & Industry Knowledge Be well informed about industry trends, market developments, and competitor activities to enable deft management of relationships, and to identify opportunities and risks for the business.
Strategic Relationship Management Build and maintain strong, long-term relationships with key stakeholders within SU accounts to support alignment on goals, objectives, and performance expectations.
You will be expected to host regular in person partnership review meetings with SUs.
Commercial ownership Drive the generation of growth and value through multi-year contract and financial evaluation, working within the native contracting framework, and establishing terms which enable mutual growth and increased student value.
Success Planning Develop customised account plans for each SU partner, outlining clear objectives, milestones, and KPIs to ensure mutual success and measurable outcomes.
Product Knowledge Build a deep understanding of the native value proposition, our products and services, and actively promote them in effective ways.  Partnership Development Identify and evaluate new partnership opportunities that align with business strategies and drive revenue growth.
Proactively explore ways to deepen existing partnerships.
Conflict Resolution Address challenges or concerns that arise in the partnership, ensuring issues are resolved effectively while maintaining a positive and productive relationship.
Contract Management & Renewal Manage partnership agreements, renewals, renegotiations, and opportunity extensions, ensuring mutually beneficial terms are achieved within the native best practice framework.  Performance Monitoring & Reporting Regularly review and assess partnership performance using key metrics, and provide actionable insights to both external partners and internal teams to optimise outcomes.
Cross-Functional Collaboration Work closely with internal teams, including sales, marketing, delivery, and product, to deliver seamless partnership experiences and drive partner satisfaction.
  What you'll need: Minimum 5+ years of experience in partnership management, account management, or business development, in a long-term relationship setting, preferably with enterprise accounts.
Ability to act decisively and with autonomy, while adhering to our strong policies, standards, and framework.
Excellent communication and interpersonal skills, with the ability to build trust and rapport with high-level stakeholders.
Proven track record of developing and maintaining long-term, strategic relationships.
Demonstrable track record of negotiating and agreeing complex deal structures.
Strong negotiation and conflict resolution skills.
Analytical mindset with the ability to interpret data, measure success, and make informed decisions.
Ability to work cross-functionally and manage multiple stakeholders effectively.
Demonstrated ability to take ownership of projects, set strategies, and see them through to completion while navigating complex and fast-paced environments.
Preferably have a full clean driving licence   What's in it for you: Pension contributions of 5% ?25 days holiday bank holidays your birthday Christmas shutdown Share Options for all We are primarily an office-based company, located in a super-vibrant Old Street location, and believing it's important to spend quality time with your native work colleagues.
We embrace the benefits of hybrid working where it makes sense to us and our people.  A Mac or Windows laptop Dog friendly office Health and Wellbeing budget Wednesday free office lunches Season Ticket Loan scheme   Paid maternity, paternity, adoption or shared parental leave     Equal Opportunity Statement We are actively creating an equitable environment for everyone at native to thrive.
Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at native.
At native, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us.
Important Notice: No Agencies Please note that we do not have established agreements with recruitment agencies for this position.
We encourage interested candidates to apply directly through our application process.
Any unsolicited CVs or candidate profiles submitted by agencies will be treated as voluntary and will not incur any associated fees.