Customer Success Manager

TN United Kingdom; London; Hybrid; GBP 34,000; Full time

Job description

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MyTutor is the UK’s leading online platform for one-to-one learning, and we’re building a future where access to high-quality learning is stress-free for those who can afford it, and funded for those who can’t.

You can find a good taster of who we are, our culture & our ethos via the video.

Our handpicked community of over 10,000 tutors work online with students from all walks of life and have already delivered over a million lessons. We’re proud of the fact that over 1,300 schools have chosen to work with us, and that we’ve earned a Trustpilot rating.

Every role at MyTutor is open to applications from all sections of society. We see potential in every individual regardless of: race, ethnic origin or nationality; religion or belief; physical or neuro-ability; socio-economics or age; marital, domestic or civil partnership status; sexual orientation, gender identity, or any other characteristic that makes you… well, you.

We are committed to conscious inclusion to create a sense of belonging, connection and shared purpose within our teams. We know it’s the right thing to do, and we know it will make us all happier, fulfilled, and successful in our work.

What’s it all about?

We are on the lookout for an outcome-driven success manager, accountable for ensuring that our new schools and their programmes are set up for success and that from the outset we are building excellent relationships within the school so that MyTutor becomes a permanent part of the schools' strategy.

You’ll be responsible for building relationships within the school, and steering schools through onboarding and delivery to maximise programme success - including how they can engage their colleagues and boost pupil engagement. Your support will drive high impact programmes that keep pupils and schools coming back for more, enabling us to expand our reach and grow our relationships with schools.

Safeguarding is everyone’s business at MyTutor – we are committed to safeguarding and promoting the welfare of children, young people and adults, and we expect all directors, staff and tutors to share this commitment. This post is subject to a Basic DBS check.

What’s in it for you?

• Work alongside a team of owners: people who have initiative and take action.
• Opportunity to work for a brand with real social purpose and quality of product: over 1,300 schools have trusted MyTutor as their education platform.
• Benefit from an eclectic Learning & Development programme alongside weekly team-driven commercially focused workshops.
• Partner with different departments; we work very collaboratively as an organisation, valuing individual and team contributions toward shared successes.

The Day to Day

School health and retention: Obtaining an ongoing commitment to run programmes year on year. Managing multiple stakeholder relationships to ensure MyTutor is embedded in schools’ strategies.

Invoiced revenue: Meet and exceed monthly revenue targets, driving increased average school spending and maintaining list pricing to protect margin. Delivering invoiced revenue in line with forecast to ensure demand is well balanced with supply.

School success: Supporting schools to start on time, deliver expected lessons, meet personalised programme goals, and drive world-class NPS [what we see as leading indicators for schools retention]. Monitoring and pro-actively intervening where things aren’t working as they should.

Build brand awareness: Work with B2B Marketing to leverage the brilliant relationships AMs build to drive positive brand awareness and secure/drive PR opportunities. This will include locking in case studies, in-school videos, speakers at events and interviews for blogs, across a handful of your most engaged and enthusiastic schools.

Become an onboarding expert: Confidently lead teachers through onboarding, offer that expert voice to secure MyTutor buy-in, and set expectations around what schools need to do/when to get the right outcomes for pupils.

Become a strategic voice for school delivery: Proactively support schools during lesson delivery with programme logistics, sharing best practices from other schools, top tips for pupil attendance, and outlining focus areas to boost performance. Be there for schools when they have concerns and become their MyTutor ally. Leverage your relationship to drive upsells, programme extensions, and renewals to ensure we’re helping as many pupils as possible.

Become a key part of supporting schools with their scaling goals: Use your deep understanding of teacher experience to highlight key pain points and delighters, drawing attention to the right focus areas for both process and product optimisation.
Have increased exposure to collaborate with Partnerships, Operations and Tutor teams: Work with other B2B teams to offer world-class customer service.

Requirements

Who will you be?

Relationship builder: Natural ability to build and nurture relationships, teacher charmer with buckets of customer empathy.

Excellent communicator: Able to clearly and succinctly communicate key messages and expectations to customers, your team and other key stakeholders, focusing on the why.

Organised: Able to balance school accounts efficiently and effectively through a slick process and time management.

Collaborative: Able to work well with peers and cross-team to get the right outcome for customers.

Problem-solver: Thoughtful in bringing potential solutions [where possible] to the table when sharing problems.

Customer champion with the ability to challenge: Brings the customer angle to every conversation and challenges where this isn't fed into decision-making enough.

Resilient: Comfortable in ambiguity, and working in a fast-changing environment where priorities are ever-changing and there’s always competing school needs.

• Salary up to £34,000 depending on experience
• Hybrid working 1-2 days per week from our London office (Brick Lane)
• 25 days holiday, plus 1 ‘time for me’ day and flexible bank holidays
• Flexible working arrangements possible, around MyTutor’s core hours
• Workplace pension & salary exchange scheme
• Health & Wellbeing benefit options, plus cycle, tech and gym schemes
• Enhanced parent policies and workplace nursery scheme
• A personal L&D budget of up to £350, pro-rated for part-time employees
• Inclusive policies supporting all staff to flourish, and a wide range of MyTutor communities & networks
• Regular team events & socials

Interview process
1. A competency & skills-based interview with the Hiring Managers.
2. A task or presentation related to the role; we will give you ample time to complete this.