Digital Customer Success Manager

Digital Customer Success Manager

About the role

You will be instrumental in helping Arbor scale by creating, executing and analysing digital projects. We are going through some extremely exciting growth right now and we are looking for someone to work with multiple stakeholders across sales, customer, product and marketing teams to design and deliver digital led programmes. 

You will focus on driving company scaling initiatives and improving customer NPS through improved user adoption of our product and management of customer health. You will use data to help inform decisions and create the best strategy for our scale led digital transformation!

 

Core responsibilities

  • Use data including, but not limited to, NPS, customer satisfaction and customer usage stats to inform strategies for engaging our customer base online and increasing MIS platform adoption
  • Work with key stakeholders across the business to design digital programmes and provide best practice advice.
  • Build approved digital programmes and deliver on time.
  • Monitoring and analysing customer happiness and identifying trends driving NPS results.
  • Developing a methodology to ensure customers have the information they need to use Arbor in the most effective manner.
  • Monitoring active usage and digital key performance metrics to drive continuous optimisation.
  • Representing the voice of the customer internally
  • Helping customers digitally to adopt and optimize their use of the software, quickly and efficiently 
  • Using data to inform actions and simplify customer journeys and reduce customer interactions.
  • Manage Customer surveys (NPS, C-sat) and closed loop process

About you

  • Experience in an engagement/digital role, working towards customer success targets
  • Evidence of writing skills and creating content in line with company tone of voice 
  • Experience within the B2B SaaS sector
  • Understanding of the educational landscape 
  • Has experience in an analytics, project management and/or operations role
  • An Excel/Google Sheets whizz
  • Confident working with large amounts of data 
  • Experience working with survey and analysis tool

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:

  • We believe in supporting you to grow professionally and giving you the freedom to choose how. If you tell us where you want to go, we have a dedicated training budget to help you get there!
  • One of our core values is to make an impact, so we give everyone 1 day off each year to volunteer with a charity of your choice.
  • We promote positive well being and as part of this you’ll have access to a choice of comprehensive 24/7 well being support services as well as internal Wellbeing Champions.
  • We support autonomy and flexibility, and depending on your role can offer flexible working.
  • We offer enhanced maternity pay to support new mothers during this exciting period of your life.
  • Spending quality time together is really important, so to encourage this, our social committees organise regular team nights out (we’ve had pizza making and curry clubs!)
  • We offer 30 days holiday (plus Bank Holidays), part of which is made up of half day Fridays during the school summer holidays, a day off during Easter and a day off over Christmas.
  • Our office is based in the heart of Leeds. It’s lively and vibrant, and you’ll have breakfast supplied every day along with other healthy snacks you can choose from. 

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: careers@arbor-education.com

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.  

If you need any adjustments to be made to support you through the recruitment process, let us know at careers@arbor-education.com.

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

Additional information

  • Remote status

    Flexible remote

We usually respond within three days

Or, know someone who would be a perfect fit? Let them know!

LS1 3ED
LS1 3ED Leeds Directions careers@arbor-education.com View page

Remote

United Kingdom
SW1E 6AS London Directions careers@arbor-education.com View page

Perks and Benefits

You'll have 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:

  • Professional development budget 🎓

    At Arbor we're passionate about learning, and to support this we have a dedicated training budget for all teams.

  • Mental health and wellness 🧠

    Dedicated Mental Health First Aiders and Wellbeing Champions with ongoing support and learning around mental health.

  • Volunteering day 🤝

    We're all about making an impact! So everyone who joins us gets 1 day a year to volunteer for a charity or cause of their choice.

  • Regular team socials 🥳

    We have regular team socials where we spend dedicated time together. This year we've had BBQs, been to theatre shows, gone white water rafting, and more!

  • Half-day summer Fridays 😎

    Plus, we shut the office for a day at Easter and over Christmas so you get some extra time off then too!

  • Employee Assistance Programme 🧘‍♀️

    Choice of comprehensive 24/7 support services with UK and Ireland's most trusted health and wellbeing network.

  • Flexible working 🤸‍♀️

    Depending on your role we can also offer you flexible working - just mention it in your interview and we'll let you know what your options are

  • Dog-friendly offices 🐕

    Our offices are dog friendly, so if you'd like to bring your canine companion in for the day, that's no problem!

  • GRC Accredited ✔︎

    The Good Recruitment Charter defines good recruitment practice through key principles that we aspire to.

Workplace and Culture

We’re a diverse and experienced team of ex-teachers, edtech engineers and education specialists passionate about making a difference to the sector.  
Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere!

Already working at Arbor Education?

Let’s recruit together and find your next colleague.

email
@arbor-education.com
Teamtailor

Applicant tracking system by Teamtailor