Customer Success Manager

Now Press Play; Greater London; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to enhance educational experiences through immersive audio. In this role, you'll be the primary contact for schools, driving engagement and retention while collaborating with various teams. You'll leverage your interpersonal skills to build strong relationships and support onboarding processes. This position offers a permanent contract with flexible hybrid working arrangements, allowing you to contribute to a purpose-driven company transforming children's learning. Join a supportive team that values creativity and integrity while making a lasting impact.

Benefits

40 days holidays

Flexible working hours

Supportive team environment

Opportunities for growth

Team meet-ups and workshops

Qualifications

• Strong problem-solving and creative thinking skills are essential.
• Experience with CRM or ability to quickly learn new software.

Responsibilities

• Build and maintain strong relationships with schools.
• Manage deal renewals to maintain a Net Revenue Retention of 80%+.

Skills

Interpersonal Skills

Problem-Solving

Creative Thinking

CRM Software Experience

Education

Passion for Education

Tools

CRM Systems

Job description

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• Holidays: 40 days including statutory bank holidays (85% of these must be taken during school holidays)
• Hybrid Working: Flexible working from home and office (2-day minimum office days)
• Duration: Permanent contract
• Hours: Full time, 9:00 am - 5:30 pm

Apply Today

• Salary: £26k - £30k per annum
• Holidays: 40 days including statutory bank holidays (85% of these must be taken during school holidays)
• Hybrid Working: Flexible working from home and office (2-day minimum office days)
• Duration: Permanent contract
• Hours: Full time, 9:00 am - 5:30 pm

Ignite the Future of Education with now>press>play

Are you passionate about education? Do you thrive on building strong relationships and helping others succeed? If so, we want to hear from you!

Our immersive audio experiences connect thousands of primary school children to their learning through sound, storytelling, and movement.

We're looking for a Customer Success Manager to join our team at now>press>play.

In this role, you'll be the primary contact for schools across a large region, supporting onboarding, engagement, and renewal processes. You'll collaborate with Sales, Ops, Product, and Marketing teams to drive usage and retention. If you're empathetic, proactive, and results-driven, we'd love to hear from you!

Responsibilities

• Build and maintain strong relationships with schools, responding promptly and professionally to their needs
• Serve as the main point of contact, providing support and training as needed
• Communicate via email, phone, and online meetings; occasional on-site visits may be required
• Complete onboarding within set timelines
• Manage deal renewals, including negotiations, to maintain a Net Revenue Retention (NRR) of 80%+

Strategic Tasks

• Use analytics and CRM data to monitor school usage and inform engagement strategies
• Identify opportunities through existing relationships, referrals, partnerships, and influencers
• Maintain accurate records in CRM, CMS, and other systems
• Analyze renewal and unsubscription trends to proactively address issues
• Collaborate with Ops, Marketing, and Product teams to enhance customer satisfaction

Role Progression

• Within 1 month: Understand our products, systems, and audience; contribute ideas
• Within 3 months: Manage a portfolio, respond to inquiries, track insights, and drive initiatives
• Within 6 months: Exceed renewal targets, onboard new customers, contribute to customer experience improvements

Qualifications

• Passion for education and making a difference
• Strong problem-solving and creative thinking skills
• Excellent interpersonal and communication skills
• Experience with CRM or quick learner of new software
• Ability to work in a fast-paced, results-oriented environment
• Self-managed workload and target achievement

Preferred (Not Essential)

• Knowledge of the UK education sector and decision-makers

Benefits

• Be part of a purpose-driven company transforming children's learning
• Supportive, collaborative team environment
• Opportunities for growth in a scaling edtech company
• Hybrid working and flexible hours
• Team meet-ups and workshops

Join us to make a lasting impact on children's lives. We value playfulness, care, imagination, integrity, and inclusivity, applying these values in all we do. Our work has been recognized with awards and features in notable publications.

Our interview process includes a video introduction, two Zoom interviews, and a task with feedback. We celebrate diversity and are committed to inclusion. Please note, we currently cannot offer visa sponsorship.