Customer Success Manager

The Role | Customer Success Manager
Welcome to Juniper Education, where our mission is to champion educators, empowering them to shape future generations. We're more than just a support system; we're the driving force that propels schools and Academy Trusts to new heights. With our proven school education management systems and services, we address a spectrum of needs, ensuring excellence in education.

In the education and tech industry, your work directly influences the lives of students and educators. Whether you're developing cutting-edge educational technology, supporting school leadership teams directly or designing solutions to enhance the learning experience, you could make a lasting and positive impact on the future.

Our mission statement says it all: We look after you, so that you can look after our children.

Dedicated To Our Core Values, We Are Committed To
Empowerment: Equipping everyone with the tools, intelligence, connections, and freedom to make informed decisions, recognised and respected by all.

Purpose: Supporting everyone to reach their highest potential, thereby enabling all children to achieve theirs.

Passion: Because we love what you do, you're at the heart of everything we do.

Innovation: Delivering meaningful solutions with expertise and creative thinking to influence the ever-changing world of education.

Collaboration: The cornerstone of our success as it enables us to collectively harness diverse perspectives and strengths, ensuring that together, we achieve more than we could ever do alone. Every voice counts

About The Role
As we continue to expand our offering and welcome new customers, this is a great time to move into Success and play a key role in supporting retention, adoption, and long-term engagement. If you're passionate about building relationships, solving problems, and showcasing value, we'd love to hear from you.

The Customer Success Manager is responsible for engaging with our Service customers, who may show signs of cancelling their subscription or becoming disengaged.

You'll have meaningful, empathetic conversations to uncover concerns, highlight new product improvements, and present tailored solutions to help retain customers and reduce churn.

You'll collaborate closely with colleagues across Sales and Support to resolve issues and deliver an outstanding customer experience.

Key Responsibilities

• Proactively contact customers who have requested cancellation or shown signs of disengagement
• Hold empathetic, solution-focused conversations to understand dissatisfaction and address concerns
• Present retention strategies and highlight platform value, including new features, product enhancements, and win-back offers
• Educate customers on resources, training, and updates such as reports, improved navigation, and new functionality
• Collaborate cross-functionally to solve customer pain points and ensure a seamless experience
• Document customer feedback and share actionable insights to inform product and service improvements
• Track and report on key metrics, including churn rate, win-back success, and customer sentiment
• Help deliver a customer experience that builds trust, loyalty, and long-term success

What We're Looking For

• Excellent communication and active listening skills — you build rapport quickly and confidently
• Proven ability to turn around at-risk accounts and handle sensitive conversations with empathy
• Comfortable presenting value propositions and commercial offers tailored to customer needs
• Analytical mindset – you're curious about the why behind churn and how to prevent it
• Target-driven, resilient, and motivated by achieving meaningful customer outcomes
• Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot) is a plus

Why This Role?
This is an exciting time to move into Customer Success as we continue to grow and evolve our platform and bring even more value to our customers. You'll be at the heart of ensuring that users get the most from our products — and that they stay with us long-term.

We look after you, so that you can look after our children.
Trusted by over 14,000 schools and over 70% of MATs, Juniper's technology and expertise deliver joined-up solutions for classrooms, the back office, staff development and engaging with parents.

At Juniper Education, we believe that the heart of a great workplace is its people. That's why we're committed to investing in our team, creating an inclusive culture, and embracing our company values: collaboration, empowerment, innovation, passion, and purpose.

Our team of over 400 people nationwide, mostly experienced education experts and former teachers, is passionate about making schools and MATs a better place to work and learn. We want to ease the heavy workloads and stress that everyone in education faces, improve operations, and help pupils achieve more.

Our mission is clear: to look after you so that you can look after our children, with the ultimate goal of making a real and positive impact on education.