Customer Success Manager - Pathways for Progress

Customer Success Manager - Pathways for Progress We usually respond within three days Customer Success Manager – Pathways for Progress Location: UK / Europe Department: Education & Certification (E&C) About TM Forum TM Forum is the global industry association that drives collaboration and collective problem-solving to maximize the business success of communication and digital service providers and their ecosystem of suppliers. We are a global alliance of 800+ organizations across the connectivity ecosystem - counting the world’s top 10 Communication Service Providers (CSPs) and all the key hyperscalers as active, strategic members. About the Role & Why It Exists E&C is entering a pivotal new chapter with the launch of Pathways for Progress (P4P) - TM Forum’s new member engagement programme. P4P recognises and rewards member engagement across all member activities with the Forum - certifications, attending events, contributing to collaboration and innovation projects. This happens through a belt progression system (White through to Black Belt). In particular, certifications sit at the very foundation of belt progression - making the accuracy and quality of our education and programme operations central to P4P’s success. As P4P launches at our DTW Copenhagen event in June 2026, we are creating this role to ensure our members and learners receive a consistently excellent experience across both our certification programmes and the Pathways for Progress initiative - and that the operational infrastructure can scale with our ambition. The Role As Customer Success Manager - Pathways for Progress, you are the operational and member-facing heartbeat of the E&C team. You own the day-to-day experience of our members and learners across both certification programmes and P4P - ensuring queries are resolved promptly, data is accurate, communications are timely, and processes improve over time. This is a hands-on role for someone who takes genuine pride in operational excellence - someone who enjoys making complex systems feel effortless to the people who rely on them, and who proactively fixes things at source rather than just managing them as they arise. Key Responsibilities Member & Learner Support Own the inbound query queue across both education and P4P - triaging and resolving member questions about belt status, points, learner access, enrolment, and certification issues. Acknowledge within one working day; route escalations to IT, data, or Engagement Manager teams as appropriate. Create clear, empathetic communication to learners and members - including step-by-step access guidance, certification instructions, and responses to data or points discrepancies. Support enterprise customers with enrolment, licence management, extensions and expiration - ensuring learners have timely, correct access aligned with contractual terms. Support strategic enterprise training customers post-sale, driving adoption, engagement, reporting and renewal readiness to maximize long-term customer value and retention Success looks like: Members and learners feel well-supported, queries are resolved quickly, and escalations are rare because guidance is clear and proactive. Data Integrity & Reporting Maintain data accuracy across both the P4P points and belt system and the education platform - running regular checks, investigating anomalies, and working with IT and data teams to resolve discrepancies at source. Produce accurate certification progress reports for enterprise customers and internal stakeholders - reconciling certification data from our LMS with Salesforce and Accredible credentialling platform data, and resolving inconsistencies before reports are shared. Lead the annual P4P belt recalculation process - coordinating with the data team, briefing Marketing Ops in advance, and reviewing outbound messaging for move-up, at-risk and drop-down scenarios. Success looks like: Data is trusted. Reports go out accurately and on time. Belt scores and certification records reflect reality. Platform & Communications Operations Act as the operational bridge between E&C and IT, learning vendors, and marketing platforms - escalating and tracking platform issues that affect learner access or programme data, and communicating clearly with members during disruptions. Own the Accredible digital credentialling relationship from an E&C perspective - ensuring credentials are issued accurately and on time, and that GDPR suppression sync between Marketo and Accredible is maintained. Coordinate the P4P communications calendar with Marketing Ops - reviewing and approving email templates for belt recognition, expiry reminders, and programme milestones. Success looks like: Programme communications go out on time and on-brand. Platform issues are caught early, escalated fast, and members are never left without clear guidance. Process Improvement & Documentation Document operational processes and standard procedures — building a library of clear, up-to-date guidance that reduces single points of failure and supports team resilience. Identify recurring issues across education and P4P operations and address them at source — reducing manual effort and building more scalable ways of working over time. Contribute an operational perspective to product and IT discussions early — flagging usability gaps and helping design processes that work in practice, not just in theory. Success looks like: Operational friction decreases over time. Processes are documented and resilient. Recurring problems become rarer, not just better managed. Required Skills & Experience Operations & Customer Success: Proven experience in an operational, customer success, or programme coordination role — ideally in an education, membership, SaaS or professional services environment. Data & Reporting: Strong attention to detail; able to work across multiple systems, reconcile discrepancies, and produce accurate, trusted reports for internal and external stakeholders. Member or Learner Support: Track record of handling high volumes of queries with efficiency and empathy, and improving the support experience through clear communication. Cross-Functional Collaboration: Comfortable working across IT, marketing, sales and product teams — acting as an operational bridge between technical and non-technical functions. Platforms & Tools: Familiarity with CRM and marketing automation tools (Salesforce, Marketo or equivalent), LMS platforms, Excel, Powerpoint and digital credentialling tools. Able to learn new systems quickly, with a focus on utilizing latest, evolving AI assistant tooling to expedite and automate tasks and solutions Desired (But Not Mandatory) Skills Experience with digital credentialling platforms (e.g. Accredible, Credly) or member rewards / gamification programmes. Familiarity with GDPR in a marketing or member communications context. Background in or exposure to the telecommunications or technology standards industry. Understanding of change management principles such as the ADKAR model. Diversity & Inclusion at TM Forum At TM Forum, we’re building a workplace where everyone can belong, feel respected, supported and able to do their best work. We welcome talent from all walks of life to join our global community, which is made stronger by the different perspectives, backgrounds and experiences each person brings. We hire based on skills, potential and values, never on assumptions about who someone is or where they come from. We actively work to ensure our recruitment and people practices are fair, inclusive and free from bias. Team Education & Coaching Role Customer Success Manager - Pathways for Progress Locations United Kingdom Remote status Hybrid About TM Forum We are a global alliance of 800+ organizations across the connectivity ecosystem. Members include the top 10 Communication Service Providers, top three hyperscalers, and a wide range of vendors, consultancies, and system integrators. Together, we are building a sustainable future for the sector in connectivity and beyond Founded in 1988 Co-workers 170