Customer Success Manager

Location: Leeds, Hybrid
Salary: up to £35,000 + bonus
About us

At Arbor, we're on a mission to transform the way schools work for the better.

We believe in a future of work in schools where being challenged doesn't mean being burnt out and overworked. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day.

Our MIS and school management tools are already making a difference in over 7,000 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.

At the heart of our brand is a recognition that the challenges schools face today aren't just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn.

About the role

We are looking for a customer focused and collaborative Customer Success Manager to join our Customer Success team and help us to support schools and help our customers realise outcomes, at scale. The remit and focus of the role is to guide and advise customers on the art of the possible in Arbor as well as ensure that customers see return on their investment. It's a broad and exciting role, so we're looking for someone up for a challenge - if you're an enthusiastic and communicative person, this is the role for you.

Requirements
Core responsibilities

• Work with the majority of our customer base, at scale, to define outcomes: The CSM will use their system knowledge, understanding of our customers and understanding of the principles of Customer Success to work alongside colleagues in the Customer Team and our customers to define outcomes.

• These outcomes will be measured against the customer's journey to show success on the system, and beyond.

• Enabling customers to achieve agreed outcomes - leading to increased customer satisfaction: The CSM will work with customers, sometimes 1:1 and sometimes at scale, to ensure that they are using the product effectively and getting as much value from it as possible.

• Data will be used to work proactively to help customers to get the most out of the system

• The CSMs will carry out health checks on customers, particularly ahead of contract renewal discussions, but also as an ongoing exercise to ensure health is maintained and any issues are identified and worked on proactively
• Review meetings will be prepared for and any materials presented effectively with customers

• Review meetings will be carried out once per Term for MATs in their first year on Arbor and then annually thereafter

• Management of a named list of accounts

• The CSM with have responsibility and accountability of the overall health and success of a named list of MATs and Secondary Schools

• The CSM will be expected to work strategically and utilise both data and their system strengths to hit targets for their list of accounts

• Management of Digital Journeys - The CSM will design digital customer success journeys and programmes and manage these with adjustments being made where appropriate for large groups of customers

• These journeys will be for a particular segment of customers, determined by health data

• The impact and success of these digital journeys will be measured against the KPIs above

• The CSM should action amendments where needed, based on data displaying the impact and effectiveness of these journeys (against the KPIs)

• Risk management: The CSM will be responsible for managing risks by following a risk management process.

• They will work closely with relevant Partnership Managers (who will manage commercial risks) and other internal stakeholders to manage and resolve risks as the risk owner

• System and services knowledge: The CSM will bring an understanding of Arbor's products and services, which will enable them to provide guidance and advice to customers.

• There may be need to work with customers on configuring or adjusting system configurations

• Advising on data services
• Advising on relevant training and Professional Services that would be of benefit

• The CSM must be committed to continued learning and deepening their understanding of the Product and the Services on offer

• Identifying opportunities for upsell: The CSM will identify opportunities to upsell or cross-sell customers additional products or services by gaining an understanding of customer's needs and how they are using the product.

• Leads will be shared with Partnership Management colleagues

• These leads should be well qualified and should therefore regularly convert to closed won opportunities

About you

• Strong School and MAT MIS system knowledge would be preferred
• Confidence to work with, challenge and guide senior leaders both internally and within our customer base
• Experience in a SaaS business in a customer success focused, customer facing role
• Experience with Gainsight and Zendesk would be highly beneficial
• Ability to work independently with strong time management skills
• Ability to perform in a fast moving, dynamic environment

Benefits
What we offer

The chance to work alongside a team of hard-working, passionate people in a role where you'll see the impact of your work everyday. We also offer:

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more
• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas
• Life Assurance paid out at 3x annual salary
• Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks
• Private Dental Insurance with Bupa
• Salary sacrifice Pension provided by Scottish Widows
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay
• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life
• Access to services such as Calm and Bippit (financial wellbeing coaching)
• All of our roles champion flexible working and we are happy to discuss what this means to you
• Social committees that plan team, office and company wide events to bring people together and celebrate success
• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
• Volunteer with a charity of your choice for a day each year
• Dog friendly offices

Interview process

1. Phone screen
2. 1st stage
3. 2nd stage

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at -

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice.

Arbor Education is an equal opportunities organisation

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively  encourage applications from people of all backgrounds.

Refer a friend

Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200 Simply email: -

Please note: We are unable to provide visa sponsorship at this time.

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