Customer Success Manager

We’re people on a mission to help schools use data more effectively to save teachers time and improve student outcomes. At the moment data is more of a burden than a benefit to teachers. Schools are increasingly required to store vast amounts of information on attendance, behaviour and assessment, which takes teachers hours and hours a week to input and often isn’t used effectively to improve student performance.

We’ve built a great system that improves the input, analysis and communication of school information, saving teachers days of precious time and allowing them to target student interventions more effectively to improve the outcomes of hundreds of thousands of children. Imagine taking the register on your iPad, then having the system instantly text all parents whose child was not in school asking them to confirm their absence by texting the school back. Easy.

Since our launch five years ago, we’ve raised venture capital from top-tier, socially-minded investors, expanded in three countries, and are now working with thousands of schools, helping them to improve outcomes for hundreds of thousands of students. We care about our social goals as much as our business targets and want to make a lasting, positive impact across the education sector. We’re looking for passionate, curious, ambitious people who share our ethos and want to make an impact at scale.

We are looking for a Customer Success Manager to join our growing implementation team in Leeds.

About the role

  • As Customer Success Manager you'll be responsible for scoping and planning projects to ensure project objectives, milestones and timelines are achievable and aligned, so that our schools have a smooth onboarding experience

  • Help prepare, plan and deliver training with schools and help align priorities

  • Work closely with colleagues across different teams at Arbor, ensuring all necessary relationships are maintained and allowing free communication of ideas and information that may affect our customers

  • Maintain and keep up to date your Zendesk and CRM records

  • Provide excellent second line support for your customer queries via incoming calls and emails

  • Ensure queries/complaints are resolved within company SLAs whilst adhering to ticketing best practice

  • Responsible for overall project success and ensuring that schools have a really posiitve experience with Arbor

About you

  • Understanding of the national educational landscape with a background in Education would be a real bonus, as well as experience in working in an Enterprise SAAS environment implementing new software

  • Used to working with senior stakeholders to understand their needs and communicating clearly with them throughout the project lifecycle

  • Capable of working effectively within a fast-paced environment - ideally you thrive off challenges and learning new things

  • Outstanding communication and interpersonal skills, excelling in planning, organising and prioritising your time, and multi-tasking 

  • Abile to use a CRM/MIS database; with ability to interpret data in order to understand school needs and develop schools insights

  • A proactive approach towards answering calls and emails

  • Willingness to travel frequently to client sites

Our Benefits

Here at Arbor you'll be working with a fantastic team who are passionate about improving education outcomes and making a real difference. You'll also have access to the following:

  • 25 days holiday
  • A Macbook Air to work on
  • Free breakfast in the office (as well as tasty snacks all day!)
  • 24/7 access to speak to a GP via Babylon Health 
  • Cycle to work scheme
  • Childcare Vouchers
  • Regular team building events with a fun loving team
  • Choice of music all day in the office (we welcome all tastes!)
  • Enjoy coming in every day, see the impact of your own work, and know that you’re making a positive difference!