Customer Success Manager

Now Press Play; Milton Keynes; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

Join a forward-thinking company that is transforming education through immersive audio experiences! As a Customer Success Manager, you'll connect with primary schools, ensuring they benefit from our innovative storytelling tools. Your role will involve building strong relationships, providing top-notch support, and collaborating with various teams to enhance customer satisfaction. If you're passionate about education and thrive in a dynamic environment, this is your chance to make a real impact on children's learning journeys while enjoying flexible hybrid working arrangements.

Benefits

40 Days Holiday

Flexible Working Hours

Collaborative Team Environment

Opportunities for Growth

Regular Team Meet Ups

Creative Workshops

Qualifications

• Passion for education and making a real difference.
• Strong problem-solving skills with creative solutions.
• Experience managing workloads and meeting targets.

Responsibilities

• Build and maintain relationships with schools.
• Act as the main contact for portfolio schools.
• Use app analytics to track usage and inform strategies.

Skills

Interpersonal Skills

Problem-Solving

CRM Software Proficiency

Customer Engagement

Education

Relevant Degree or Equivalent Experience

Tools

CRM Systems

Monday.com

Job description

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• 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 on the hunt for a Customer Success Manager to join our dynamic team at now>press>play.

In this role, you'll be the go-to contact for schools across a large region, supporting their onboarding, engagement, and renewal journey. You'll work cross-functionally with our 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!

Requirements

A Day in the Life of a Customer Success Manager at now>press>play...

Your mission, should you choose to accept it, will be to inspire primary schools to explore the transformational benefits of storytelling and immersive audio experiences in their classrooms.

You'll have a large portfolio of schools to oversee and manage. Tasks will include:

• Build and maintain strong relationships with schools, responding to their needs in a timely and professional manner
• Act as the main point of contact for your portfolio of schools, ensuring first-class support and training (where needed)
• Liaise with key contacts, through emails, phone calls and online meetings. (Occasional on-sites may be required)
• Complete the Onboarding phase for schools in the required timelines
• Manage the renewal phase of your deals, including negotiations, to maintain NRR of 80%+
  
  
  

Strategic

• Use app analytics and CRM data to track school usage and inform strategies for customer engagement
• Generate opportunities through existing customer relationships, including but not limited to; flagship schools, referrals, MAT partnerships, and influencers
• Maintain the CRM, CMS and other systems in use to ensure all records are up to date and accurate
• Identify trends in renewals and unsubscriptions, working proactively to address potential issues and inform strategic decisions
• Work in collaboration with Ops, Marketing, and Product departments to enhance customer satisfaction and loyalty
  
  

Role Progression

Within 1 month, you'll:

Have a strong understanding of our product, services, and audience

Be able to use our internal systems and see possible process improvements

Contribute insights and ideas to team meetings

Within 3 months, you'll:

• Managing your portfolio of schools, responding to customer enquiries and taking calls and meetings where needed
• Be tracking insights in the appropriate systems (CRM, monday.com, etc) and feeding back to the wider teams
• Drive company initiatives with clients. E.g. referrals, Live Lessons, etc
• Within 6 months, you'll
• Be a key driver in meeting and exceeding renewal targets
• Managing the onboarding of new customers
• Be contributing to company-wide initiatives to enhance customer experience
  
  

What We're Looking For

• A passion for education and making a real difference!
• Strong problem-solving skills with the ability to think on your feet and come up with creative solutions proactively.
• Excellent interpersonal skills, you can build trust, listen deeply and communicate clearly
• Experience in using a CRM system or at least the ability to learn new software quickly
• Ability to work in a fast-paced, results-orientated environment
• Experience in managing your own workload and meeting targets
  
  

Nice to Have (but not essential!)

• Knowledge of the UK education sector and key decision-makers in schools
  
  
  

Benefits

Why Join Us?

• Be part of a purpose-driven company changing the way children learn
• A supportive, collaborative team where your voice matters
• Opportunities to grow with a fast-scaling edtech company
• Hybrid working and flexible hours
• Regular team meet ups and creative workshops
  
  

By joining our small but mighty team, you'll make a profound and lasting impact on children's lives across the country. We value playfulness, care, imagination, integrity and inclusivity - and we apply those values to everything we do.

Our work has been recognised by Unltd, The School for Social Entrepreneurs and Big Issue Invest. We've received awards including the Big Venture Challenge (2014), BETT (2019), ERA (2020) and the HundredED (2024) and been featured in EdTech50 and TeachPrimary.

Come and be part of something extraordinary!

Interview Process

• Video Task - You will prepare and submit a short video that tells us a bit about you, and why you want to work with us
• Zoom 1: 20 minute video call to discuss the role, answer your questions and gain insights into your experiences and motivations
• Zoom 2: 30-45 minute competency-based interview. We'll ask you to share examples from your previous experience that demonstrate how you approach key skills and challenges relevant to the role
• Final Interview: Before the interview, we'll send you a task to complete. You will be given 10 minutes to talk through your task and receive feedback. The second half will be Q&A on your experience, ambitions and alignment with our mission and values
  
  

Diversity and Inclusion Statement

We celebrate diversity in all forms and are committed to creating an inclusive and supportive workplace. We welcome all applications from all backgrounds and experiences.

Please be advised that we are currently unable to offer visa sponsorship.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Industries

  IT Services and IT Consulting

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