Customer Onboarding & Engagement Manager (Secondment) - Internal Applicants Only

The post holder to provide secondment cover for a fixed-term period of two years. Working hours are 40 hours per week. This is hybrid role, with a current company-wide requirement of a minimum of two working days from our office in Cambridge.

About the role:

The Customer Onboarding & Engagement Manager will lead the onboarding of new corporate customers to CJBS Online, ensuring that organisations and their learners can begin using the platform confidently and gain value from it as quickly as possible. The role will manage the customer journey from commercial handover through implementation, launch and early adoption and will report to the Director of Digital Education.

Working closely with customer decision makers, learning and development teams, Team managers and users together with internal l Business Development, Product and Marketing colleagues, the role will translate each customer's objectives into a clear onboarding and engagement plan. This will include customer readiness, platform access, administrator guidance, learner communications, launch activity and early engagement support.

Success will be measured through timely launches, learner activation, sustained engagement, programme completion, customer satisfaction and clear evidence that the organisation is benefiting from its investment. By establishing strong adoption from the outset, the role will support 70% + subscription renewals, wider organisational participation and the long-term commercial success of CJBS Online. We understand the importance of flexibility in managing work-life balance and our structure includes flexible working hours to accommodate individual needs and preferences.

We welcome applications up until 23:59 on Friday 6 November 2026.

Key Responsibilities

Customer Onboarding Strategy & Delivery

· Develop and manage a consistent, scalable onboarding framework for new CJBS Online corporate customers.

· Lead customer kick-off meetings to confirm objectives, learner groups, responsibilities, success measures and implementation timescales.

· Create and maintain a clear onboarding plan for each customer, covering all activities from commercial handover to launch and early adoption.

· Track progress against agreed milestones, identify risks early and coordinate action to keep each customer launch on schedule.

Platform Setup & Customer Readiness

· Coordinate with internal teams and customer contacts to confirm account setup, learner access, reporting requirements and launch readiness.

· Provide clear guidance and training for customer sponsors, administrators and learning and development teams so that they can support learners effectively.

· Develop practical onboarding materials, implementation guides, communications templates and frequently asked questions.

· Ensure a complete and accurate handover from Business Development, including the customer's objectives, commitments, stakeholders and agreed measures of success.

Learner Launch, Engagement & Adoption

· Develop launch and engagement plans that reflect each customer's priorities, learner population and internal communication channels.

· Support customer communications that explain the value of CJBS Online and encourage learners to register, begin programmes and apply their learning.

· Monitor registration, activation, engagement and completion data during the critical early stages of each subscription.

· Identify customers or learner groups with low engagement and implement targeted interventions to improve participation.

· Share effective approaches across customers to strengthen adoption and create a consistently high-quality learner experience.

Customer Success & Value Realisation

· Build trusted relationships with customer sponsors and key stakeholders throughout onboarding and the early subscription period.

· Hold regular progress reviews with customers, using engagement data and feedback to agree priorities and actions.

· Help customers use progress tracking and learning analytics to demonstrate participation, completion and the value of their investment in management development.

· Capture customer outcomes, feedback, testimonials and case study opportunities in collaboration with Marketing and Business Development colleagues.

· Identify renewal risks and opportunities to expand participation, ensuring that relevant insights are shared early with the commercial team.

Insight, Reporting & Continuous Improvement

· Maintain accurate onboarding records and dashboards, reporting progress, engagement, risks and outcomes against agreed performance indicators.

· Gather structured feedback from customers and learners to identify improvements to the onboarding journey, platform experience and learning proposition.

· Develop and refine onboarding playbooks, templates and service standards as the customer base grows.

· Work with the Product team to ensure recurring customer needs and issues inform platform development and the future product roadmap.

Person Specification

Essential:

· Experience of customer onboarding, customer success, implementation or account management in a B2B environment.

· Experience supporting a digital platform, subscription service, SaaS product or online learning solution.

· A strong track record of managing customer projects with multiple stakeholders, dependencies and deadlines.

· Experience using customer or user data to monitor adoption, identify risks and improve engagement.

· Strong facilitation, training and presentation skills, with the ability to make digital systems accessible to different audiences.

· Excellent relationship management, communication and problem-solving skills.

· A commercially aware approach and a clear understanding of how customer adoption supports retention and recurring revenue.

Desirable:

· Experience in executive education, corporate learning, learning technology or professional services.

· Experience working with learning and development leaders and enterprise customers.

· Experience of customer success platforms, CRM systems, learning management systems or product analytics tools.

· Experience developing onboarding journeys, customer communications and scalable self-service resources.

· Understanding of subscription renewals, customer lifetime value and account growth.

Key Skills:

· Customer onboarding and implementation

· Customer engagement and adoption

· Project and stakeholder management

· Customer training and facilitation

· Data analysis and performance reporting

· Risk identification and problem solving

· Clear written and verbal communication

· Commercial awareness

· Process development and continuous improvement

Working Relationships:

· Director of Digital Education

· Director and Deputy Director of Marketing

· Business Development team

· Digital Product Manager

· Head of Product

· Customer sponsors, learning and development teams and platform administrators

· Faculty and external delivery partners

Other information:

The secondment will be for a fixed-term period of two years. Any temporary changes to your working hours or working pattern required in connection with the secondment will be agreed with you in advance and confirmed prior to the secondment commencing.

This is a hybrid role, with a current company-wide requirement of a minimum of two working days from our office in Cambridge. Flexible working patterns and schedules are supported.

The closing date for receipt of applications is 11:59 on Friday 6 November 2026.