Customer Success Manager

Juniper Education; Peterborough; On-site; GBP 80,000 - 100,000; Full time

Job summary

An educational technology company in Peterborough seeks a proactive Customer Success Manager to enhance customer retention and satisfaction. The role involves directly engaging with customers who may be considering cancellation, addressing their concerns, and promoting the value of the platform through tailored solutions. Ideal candidates will have experience in Customer Success or Account Management, excellent communication skills, and a strong analytical mindset. Join a dedicated team at a forward-thinking organization committed to improving educational outcomes.

Benefits

Company sick pay

Enhanced annual leave

Cycle-to-work scheme

Voluntary health care cash plan

Funding for professional development

Qualifications

• Previous experience in Customer Success, Account Management or Retention.
• Proven experience handling sensitive or challenging conversations.
• Experience using CRM and Customer Success platforms.

Responsibilities

• Contact customers who have requested cancellation.
• Hold solution-focused conversations to uncover dissatisfaction.
• Present tailored retention strategies and product enhancements.
• Educate customers on platform features and resources.
• Collaborate with internal teams to resolve customer issues.
• Capture and document customer feedback for improvements.
• Track and report on key retention metrics.
• Deliver a positive customer experience.

Skills

Customer Success Experience

Communication Skills

Analytical Mindset

Presentation Skills

Problem-Solving

Resilience

Tools

CRM Platforms

Job description

The Role | Customer Success Manager

Welcome to Juniper Education, where our mission is to champion educators, empowering them to shape future generations. We're more than just a support system; we're the driving force that propels schools and Academy Trusts to new heights. With our proven school education management systems and services, we address a spectrum of needs, ensuring excellence in education.

In the education and tech industry, your work directly influences the lives of students and educators. Whether you're developing cutting-edge educational technology, supporting school leadership teams directly or designing solutions to enhance the learning experience, you could make a lasting and positive impact on the future.

Our mission statement says it all: We look after you, so that you can look after our children.

Dedicated to Our Core Values, We Are Committed To

• Empowerment: Equipping everyone with the tools, intelligence, connections, and freedom to make informed decisions, recognised and respected by all.
• Purpose: Supporting everyone to reach their highest potential, thereby enabling all children to achieve theirs.
• Passion: Because we love what you do, you’re at the heart of everything we do.
• Innovation: Delivering meaningful solutions with expertise and creative thinking to influence the ever-changing world of education.
• Collaboration: The cornerstone of our success as it enables us to collectively harness diverse perspectives and strengths, ensuring that together, we achieve more than we could ever do alone. Every voice counts!

Overview

We’re looking for a proactive and customer-focused Customer Success Manager to play a key role in retaining and re‑engaging customers. This role is responsible for working with customers who have indicated they wish to cancel their subscription or who are identified as being at risk of leaving.

You’ll take the time to understand the reasons behind disengagement, address concerns where possible, and clearly communicate the value of our platform, including new features, improvements and retention offers. Working closely with internal teams, you’ll help reduce churn and drive long‑term customer satisfaction and loyalty.

Key Responsibilities

• Proactively contact customers who have requested cancellation or shown signs of disengagement.
• Hold empathetic, solution‑focused conversations to uncover the root causes of dissatisfaction or non‑use.
• Present tailored retention strategies, including product enhancements, new features and win‑back offers.
• Educate customers on the full of the platform, signposting them to training, resources and recent updates (e.g. reports, navigation improvements and new functionality).
• Collaborate closely with Product/Services, Sales and Support teams to resolve customer issues and improve the overall experience.
• Capture and document customer feedback, sharing insights internally to support continuous product and service improvement.
• Track and report on key retention metrics, including churn rate, win‑back rate and customer sentiment.
• Deliver a positive, consistent customer experience that builds trust, loyalty and long‑term engagement.

Skills & Experience

• Previous experience in Customer Success, Account Management or Retentions, ideally within a SaaS or EdTech environment.
• Excellent communication and active listening skills, with the ability to quickly build rapport.
• Proven experience handling sensitive or challenging conversations and successfully retaining at‑risk customers.
• Confidence in presenting solutions, value propositions and commercial offers.
• Strong analytical mindset, with the ability to identify churn drivers and recommend data‑led improvements.
• Resilient, target‑driven and motivated by achieving positive customer outcomes.
• Experience using CRM and Customer Success platforms is desirable.

Interview Process

• 2‑stage interview process.

We are committed to a fair and comfortable recruitment process. If you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at [e-mail].

Juniper Education Benefits

• Day 1 right to company sick pay.
• Enhanced annual leave entitlement.
• Opportunity to purchase additional leave.
• Entitlement to carry over leave to next entitlement year.
• Day 1 access to 24/7 GP & prescription services.
• Day 1 access to rewards platform.
• Cycle‑to‑work scheme.
• Enhanced maternity & adoption pay.
• Day 1 access to employee assistance platform.
• Funded development/Qualification opportunities.
• Voluntary health care cash plan.
• Voluntary private medical insurance.
• Plus more!

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

Trusted by over 14,000 schools and over 70% of MATs, Juniper’s technology and expertise deliver joined‑up solutions for classrooms, the back office, staff development and engaging with parents.

At Juniper Education, we believe that the heart of a great workplace is its people. That's why we're committed to investing in our team, creating an inclusive culture, and embracing our company values: collaboration, empowerment, innovation, passion, and purpose.

Our team of over 400 people nationwide, mostly experienced education experts and former teachers, is passionate about making schools and MATs a better place to work and learn. We want to ease the heavy workloads and stress that everyone in education faces, improve operations, and help pupils achieve more.

Our mission is clear: to look after you so that you can look after our children, with the ultimate goal of making a real and positive impact on education.