Location: Leeds

Salary: £30,000 - £35,000 + bonus

About us

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

You’ve probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn’t have to be this way.

We passionately believe that there’s a better way to work. And it starts by giving everyone the right tools and technology for the job.

We’re building a platform and products we believe in - as well as a strong, diverse team of experienced specialists, ex-teachers and Edtech engineers 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.

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.

Core responsibilities

• Work with the majority of our customer base, at scale, to define outcomes: The Customer Success Manager 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 during the customer’s journey to show success on the system, and beyond.

• Enabling customers to achieve agreed outcomes - leading to increased customer satisfaction: The Customer Success Manager will work with customers, sometimes 1:1 and often 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 Customer Success Managers 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
• Management of Digital Journeys - The Customer Success Manager should design digital customer success journeys and programmes and manage these with adjustments being made where appropriate
• Risk management: The Customer Success Manager will be responsible for managing risks by following a risk management process.
• System and services knowledge: The Customer Success Manager 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

• Identifying opportunities for upsell: The Customer Success Manager 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.

About you

• Strong School and MAT MIS system knowledge would be preferred

• 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

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

• 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, Bippit (financial wellbeing coaching) and Health Assured (Employee assistance programme)

• Private Dental Insurance

• 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 careers@arbor-education.com.

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: careers@arbor-education.com

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