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Sales Manager - Customer Success

Salary: Competitive

Location: Ilkley, West Yorkshire

The Role:

We have an exciting opportunity for a Sales Manager to join our existing Sales Function. The purpose of this role is to lead the Customer Success team who manage a large portfolio of both membership and project customers ensuring annual renewals and income growth opportunities are secured and achieved. Leading by example the Sales Manager – Customer Success will be responsible for the Renewal & Retention Strategy working collaboratively across to business to ensure our customers are supported and empowered to achieve first class learning experiences.

The successful candidate will join our business on a permanent contract and earn a competitive salary. There is scope for this role to be based remotely but a working presence in our Ilkley office will be required frequently.

Who are we:

At Virtual College, we create inspiring learning so that people, organisations and communities succeed and flourish. We do this by putting the learner first and sparking their enthusiasm for learning. We believe the most effective way to deliver great results is to make learning meaningful and engaging, using our experience of delivering training to more than 4.5 million learners and a wide range of organisations.

Virtual College is for those who think people first. People who are naturally collaborative, who thrive when faced with a challenge and who actively seek variety and responsibility will do well at Virtual College. We are looking for individuals with a growth mindset, who are interested in trying new things and see the merit in redefining how things are done to make improvements. We pride ourselves on our people, and it is these people that make Virtual College a great place to work.

Key Duties:

Reporting to the Head of Sales, your key duties will include, but are not limited to:

  • Develop, train and coach a strong team to achieve individual, team and organisational objectives
  • Work with the Head of Sales to develop and enhance the Renewal & Retention Strategy
  • Directly account manage high profile/high investment accounts
  • Work with the Products & Services team to ensure communication, product uptake and service development is paramount to the success of the Customer Success Team
  • Deliver on a set KPI’s and measures to support cross sales teams’ targets
  • Work with the Marketing team to roll out a series of customer nurture campaigns (including automated nurture comms, webinar series, customer surgeries, Roundtables, and feedback workshops)
  • Support the Director of Sales & Partnerships and Head of Sales where appropriate on wider business projects
  • Work closely with the Head of Sales to accurately forecast income and monitor the development of sales/renewal/up sale pipeline
  • Increase value of accounts through spotting opportunities and recommending additional product or service uptake
  • Work with CRM to capture accurate market and customer data ensuring consistent usage across the team
  • Lead on recruitment, induction and periodic training for the Customer Success Team

Key Skills/Experience:


  • Leadership/ coaching
  • Communication – written and verbal
  • Ability to sell with credibility
  • Commercial awareness and acumen
  • Experience of managing people
  • Experience in a consultative B2B sales environment
  • Experience managing client’s expectations
  • Experience managing customer accounts worth £5-£50K+
  • Experience of managing sales team budgets/forecasting

Package Includes:

  • Hours of work covering 37.5 hours (Monday to Friday) including flexible working
  • 25 days holiday plus bank holidays
  • Extensive induction programme and ongoing training and development
  • Regular charity and social events organised by our voluntary Sports and Social team for everyone
  • Contributory Pension Scheme, Simply Health Cash Plan, Life Assurance and MCard Corporate Discount Card for West Yorkshire travel.

Interested in the role of Sales Manager – Customer Success? Then please apply by submitting your CV and Letter of Application (stating why you are applying for the role and why you think you are suitable, given the core job requirements) to careers@virtual-college.co.uk. We are an Equality & Diversity employer.