Role Description The Charity Customer Success Lead owns the success of a portfolio of charity partners — from onboarding through activation, adoption, and renewal. This is a relationship-led and commercially aware customer success role, where you'll act as the primary point of contact for partners while proactively identifying opportunities to help them grow their fundraising impact through the platform. Success in this role isn’t measured by activity metrics alone, but by whether your partners are raising more funds and increasingly relying on the platform as a core part of their fundraising infrastructure. You will be accountable for: - High portfolio retention (90%+) - Year-on-year donation growth across partner accounts - Accurate renewal forecasting - Strong partner engagement and platform adoption Key Responsibilities - Partner Relationship Management - Manage a portfolio of charity partners across the full lifecycle - Build trusted relationships with both operational contacts and senior stakeholders - Lead structured partner check-ins focused on upcoming fundraising opportunities - Anticipate and address challenges proactively before partners escalate them - Support senior stakeholder conversations including reviews and campaign planning - Onboarding & Product Adoption - Guide new partners through onboarding and activation - Ensure partners reach early fundraising milestones on the platform - Identify opportunities for partners to utilise additional platform capabilities aligned with their fundraising goals - Support partners in planning campaigns aligned to key moments in their fundraising calendars - Commercial Awareness & Portfolio Health - Maintain a clear view of portfolio performance and account health - Identify natural expansion opportunities as partner success grows - Contribute to renewal forecasting with clear account insight - Maintain structured portfolio tracking using a RAG-based health framework - Operational Excellence - Maintain accurate CRM data (HubSpot or equivalent) - Produce weekly portfolio reporting with clear insights and actions - Develop repeatable processes for partner onboarding, engagement, and escalation, and translate partner feedback and campaign outcomes into clear insights that inform product improvements. - Contribute to scalable customer success processes as the organisation grows What Success Looks Like - ≥90% partner retention across your portfolio - Consistent year-on-year growth in donations facilitated for partner organisations - Partners adopting additional platform capabilities where relevant - New partners reaching their first meaningful fundraising milestone quickly after onboarding - Clear portfolio visibility with no unmanaged risk - Expansion within partner networks (affiliates, international chapters, related organisations) Who You Are Essential - Solid experience in Customer Success, Account Management, or Client Services - Background in SaaS, digital platforms, fintech, or agency environments - Demonstrated experience growing and managing a partner or client portfolio - Strong commercial awareness and ability to identify growth opportunities - Highly proactive working style with strong ownership of accounts - Excellent organisational skills and experience using a CRM system Desirable - Experience working in nonprofit, charity, or mission-driven sectors, ideally with familiarity with digital fundraising platforms, donor-advised funds (DAFs), or campaign-driven fundraising environments - Experience building or improving customer success processes in scaling companies - Comfort using data and account health indicators to guide prioritisation Bonus Experience - Demonstrable portfolio expansion (increased adoption, revenue growth, referrals) - Experience managing accounts with seasonal or campaign-driven cycles - Experience building or using account health scoring frameworks - Examples of turning around at-risk partner relationships What This Role Is Not - A reactive support role — this is a proactive portfolio ownership position - A strategy or function-building role — leadership exists above this position - A slow-paced environment — the team moves quickly and values initiative Application Process - 📌 Apply via Workable - 📌 Screening call with the People team (Virtual, 30 min) - 📌 Meet your Line Manager and Team Lead (Virtual, 1 hour) About the Role Offering This is a remote first role based in the UK with the occasional requirement to meet up in person. What You'll Get: - 💫 Competitive benefits

• Serve as the first point of contact for all member inquiries via phone, email, and other communication channels • Provide comprehensive information and guidance on all IDOC products, programs, and services • Resolve member issues promptly and efficiently while adhering to established Service Level Agreements (SLAs) • Maintain detailed records of all member interactions and follow-up activities in CRM systems • Escalate complex issues to appropriate subject matter experts when necessary • Identify opportunities to enhance member engagement through additional IDOC offerings • Conduct consultative discussions to understand member needs and recommend appropriate solutions • Close sales on applicable products and services during member interactions • Generate qualified leads for specialized teams when advanced expertise is required • Maintain comprehensive knowledge of all IDOC products, services, vendor programs, and member benefits • Stay current on industry trends, regulations, and competitive landscape in independent optometry • Participate in ongoing training and professional development to enhance expertise • Collaborate effectively with cross-functional teams including marketing, consulting, accounting, and vendor relations

• Partner with course-level administrators, providing discipline experience and digital product knowledge, to advise on the right integration of Pearson digital products and implementation that will best support teaching and learning goals • Consult on digital assessment, grading, and reporting strategies. Provide deep understanding and best practices of instructing with MyLab • Consult with customers on modifying or creating content • Create department-specific training resources such as videos, guides, and live as well as recorded webinars as needed • Consult with product teams to advise on products under development • Partner with Sales in campaigns, calls and meetings, demonstrations, and other sales enablement initiatives • Use a set of success metrics and reporting structures to provide customers as well as internal stakeholders with written documentation of the recommendations and evolution of the course design and implementation • Requires some travel to conduct face-to-face training and implementation workshops as well as attend relevant conferences and internal meetings.

• Partner with course-level administrators, providing discipline experience and digital product knowledge, to advise on the right integration of Pearson digital products and implementation that will best support teaching and learning goals • Consult on digital assessment, grading, and reporting strategies; Provide deep understanding and best practices knowledge instructing with Mastering courseware • Consult with customers on modifying or creating content • Create department-specific training resources such as videos, guides, and live as well as recorded webinars as needed • Consult with Product teams to advise on development of new platforms, tools, and features • Partner with Sales in campaigns, calls and meetings, demonstrations, and other sales enablement initiatives • Use a set of success metrics and reporting structures to provide customers as well as internal stakeholders with written documentation of the recommendations and evolution of the course design and implementation • Requires some travel to conduct face-to-face training and implementation workshops as well as attend relevant conferences and internal meetings.