Customer Success Manager

Compass Education; London; On-site; GBP 35,000 - 65,000; Full time

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Come shape the future of education with us.

At Compass, our people are united by a common purpose to make the school day more productive, more impactful and more enjoyable. We're a global provider of School Management Information Systems (MIS) and already support over 3,000 schools across Australia, Ireland and the UK.

We're on an exciting journey of growth and are looking for passionate people to join us for the ride.

We want thinkers and problem solvers, who celebrate diversity and thrive in a collaborative team environment to join us and help us transform the lives of teachers, students, and parents all over the world. You'll work as part of a fun, hardworking team who takes ownership of their work and loves to celebrate successfully delivering wins for our customers and for Compass.

About the Role & Team

As the Customer Success Manager, you will lead a team of Customer Success Consultants that work together to manage client relationships with school leadership, admin teams and teachers, helping to drive adoption and outcomes leading to renewals, expansion and advocacy across the UK.

Responsibilities & Duties

In this role, you will:

• Inspire, coach and develop a team of Customer Success Consultants including conducting weekly one-on-one meetings to foster excellence in their work and performance, leading to effective goal delivery, a positive work culture, and high engagement levels.
• Track and analyse Net Promoter Score (NPS) trends to measure customer satisfaction and implement improvement strategies that align with business goals, such as expanding team capacity, reducing costs, and improving response times.
• Work closely with the Onboarding and Support Managers to ensure a smooth transition for schools and identify any areas for more concentration.
• Deliver training sessions and provide product support to staff in schools via in-person workshops, video conferences, phone and email to maximise benefits and satisfaction as measured by NPS surveys and other indicators.
• Represent the voice of the customer to provide input into the development of new products, and marketing and sales strategies.
• Collaborate with the Product team to successfully implement any configuration changes and product enhancements necessary to address priority customer issues.
• Work closely with customers to address any areas of confusion, concern or difficulty and to improve their experience with our product.
• Provide a high level of support for customers transitioning from other products.
• Collaborate closely with the Product, Sales and Marketing team to support customer acquisition, upsell and renewal opportunities.
• Identify opportunities for schools to act as Compass advocates, by facilitating the documenting of customer testimonials and case studies.
• Understand customer outcomes by communicating with customers, analysing metrics on customers' product usage patterns, NPS surveys, and other feedback to improve satisfaction.
• Develop and maintain a thorough understanding of the Compass product.

Requirements

About You

We are looking for people who have a passion for creativity and problem-solving. Our clients are constantly giving us new challenges to work through and resolve, so excellent customer service skills are a must. We're also looking for people who celebrate diversity and thrive in a collaborative environment.

Key Skills & Attributes:

• 3+ years of experience as a Customer Success Manager, Account Manager or related role within a SaaS environment (experience in the Education Sector is highly desirable).
• A true passion for putting the customer first.
• 1+ years of being a purpose-led leader with the ability to coach and inspire other team members.
• The ability to build strong relationships and establish rapport across a diverse range of stakeholders.
• Proven experience with analysing customer engagement data and implementing strategies to improve adoption.
• Previous experience in improving Customer NPS and satisfaction metrics.
• Strong organisational skills, with excellent time management, and attention to detail.
• Strong written and verbal communication and interpersonal skills.
• Confidence in flagging potential concerns regarding customer engagement.
• Sound knowledge of Monday.com is desirable.
• Sound knowledge of CRM systems and/or customer engagement tools.

Benefits

What's in it for you?

• We come together with our unique strengths to work towards a common purpose - shaping the future of education. When you join our team, you will collaborate with individuals who are passionate, driven, and open to embracing change in a fast-paced environment.
• Learning & Development opportunities - we want you to grow and get the most out of your role!
• 25 days Annual Leave + all statutory Public & Bank Holidays.
• Pension - 9.5% employer contribution.
• 24/7 access to our Employment Assistance Program (EAP) through the means of face-to-face, livechat and phone support.

It is a really exciting time to join Compass. We are growing and need people who want to grow with us.

Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior to commencing employment, we will require:

• Verification of unrestricted work rights in UK (eg citizenship, passport, or birth certificate).
• A valid driver's licence.