Customer Success Lead
2 weeks ago
**Customer Success Lead**
**Who are we?**
The Student Room Group is the largest, most useful and best-loved online student community there is. Millions of students turn to us first for advice, info and support on work, learning and life’s ups and downs. And that means we’re uniquely privileged to connect educators and employers to switched-on young people actively seeking out answers and meaningful connections.
**What does a Customer Success Lead do?**
In conjunction with the Chief Operations Executive, this exciting new role will be setting the Customer Success strategy at The Student Room. This person will be building and mentoring a high performing Success team who are responsible for excellence in delivery. We believe in delivering a world-class service to our clients, nurturing them, and allowing them to reap the benefits of our products, providing them with unparalleled insight on Students from our thriving community.
This role will be instrumental in holding the hands of our customers through the transition of our products, listening to their feedback, and feeding this into the University Product team and iterating the processes in Customer Success to ensure Customer satisfaction is at the heart of all we do.
Working hand in hand with the Campaign Operations Lead to ensure knowledge on best practice is shared and adopted where feasible for all our customers.
**Hours: 37.5 hours per week**
**Salary: c. £38k per annum.** This role includes the possibility of hybrid working, with 2 days a week in the office preferred. Our office is based in Brighton.
**Key Responsibilities**:
- Taking ownership of the UPP Unlimited product and ensuring the processes are solid and continue to iterate with the product development
- Mentoring and line managing the Customer Success managers, ensure they are equipped to provide a world-class service to our customers
- In conjunction with the Chief Operations Officer, working on the Customer Success strategy with the goals of satisfaction, retention, and growth at its heart.
- Responsibility for controlling cost of sale to maintain good margins within the Customer Success team
- Building an excellent relationship with the Account Directors in Sales, sharing our knowledge to ensure the customers have a seamless experience between their stages.
- Ownership of our largest UPP Unlimited account to ensure retention.
**This opportunity will suit someone who has**:
- Proven experience of working in a client facing role
- Proven experience of growing and nurturing Client accounts
- The natural tendency to put the Client first
- Excellent organisation skills
- Experience of managing and mentoring a small team
- Experience of using a CRM system to manage Client relationships (Salesforce preferred)
- The ability to lead with humility
- A natural curiosity for others
**DESIRABLE** **(by no means a requirement as we’ll do training)**:
- A good understanding of the Education system in the UK (Y10-Y13)
- Experience of working within the Education market
**Working at The Student Room**
We care about employee development, happiness, wellness, and work life balance. We offer a welcoming, friendly, and supportive working environment, plus we enjoy lots of great benefits including:
- A competitive salary
- 25 days holiday per year, plus bank holidays, and your birthday off
- Flexible working hours and arrangements
- Group Life insurance
- Generous pension scheme
- Private healthcare
- Healthcare Cash Plan
- Cycle to work Scheme
- Regular social, team, and charity fundraising events
**Salary**: From £38,000.00 per year
**Benefits**:
- Cycle to work scheme
- Life insurance
- Private dental insurance
- Private medical insurance
- Work from home
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Brighton: reliably commute or plan to relocate before starting work (preferred)
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