EdTech Customer Success Lead

Connecting Education; London; On-site; GBP 40,000 - 50,000; Full time

Job summary

An innovative EdTech company in London is seeking a Customer Success specialist to enhance the user experience. This role involves onboarding, account management, and user support to ensure schools derive maximum value from the software platform. Ideal candidates will have a background in customer success within a SaaS environment and excellent communication skills. Join a dynamic team with opportunities for growth and contribution.

Benefits

Salary between £40,000-50,000

Training and development budget

22 days holiday plus bank holidays

Weekly takeaway lunches

Vibrant team with regular social events

Qualifications

• Experience in customer success or onboarding in a SaaS environment.
• Excellent relationship-building skills.
• Highly organized and capable of managing multiple priorities.

Responsibilities

• Lead onboarding sessions and training for new schools.
• Build trusted relationships with schools and help them achieve their goals.
• Respond to queries and create support content.

Skills

Customer Success

Onboarding

Account Management

Communication

Organizational Skills

Job description

Overview

Are you a dedicated customer success professional? Are you passionate about education and improving schools? Want to take ownership of your career development in an exciting EdTech start-up? This might be the role for you!

The company

Our client is an ambitious and fast-growing EdTech disruptor. Their distinctiveness lies in their world-class technical talent, producing elegant software solutions, a profound passion for the transformative potential of education beyond the core curriculum, and their impatience with inefficient systems that hinder children's potential.

Schools are often stuck juggling siloed systems that don’t talk to each other – creating frustration, duplication, and wasted time. They’ve lived that reality themselves, and it’s exactly what they set out to fix.

They started by transforming how music departments are managed and quickly became the market leader. Now, they’re scaling that approach across schools more broadly – building tools that bring activities, communication, and data together in one intuitive platform.

They move fast, listen carefully to users, and value people who take initiative. If you want to help them shape a customer success experience that truly makes a difference – we’d love to hear from you.

Their software is one AI-powered ‘schoolmin’ system. One platform to pair with the school’s MIS, covering effortless club sign-ups, real-time attendance writeback, automated notifications integrated calendar with clash detection, medical data for trips, and so much more!

They are the future of streamlined school management.

The role

The company is seeking an experienced Customer Success specialist to join their team and support schools in maximising the benefits of their software. You’ll play a central role in the customer journey, leading onboarding and account management and ensuring schools see meaningful, long-term value from the platform.

This role is ideal for someone who enjoys building relationships, translating features into value, and making users feel supported and empowered. You should be proactive, comfortable working in a fast-moving and unstructured environment, and ready to roll up your sleeves to get things done. You won’t just follow a process – you’ll shape it.

Key focus areas

• Onboarding & Training - Lead engaging onboarding sessions for new schools, run regular training sessions and webinars, and provide ongoing support to ensure users are confident with the platform.
• Account Management - Build trusted relationships with schools, understand their goals, and help them get the most out of the platform over time.
• Customer Support & Enablement - Respond to day-to-day queries, create helpful support content, and share customer feedback with the product team to inform the development of our roadmap.

You’ll become an expert in the key challenges schools face, how this product can help solve them, and play a central role in shaping how the company scales its customer success function.

The package

• £40,000-50,000 salary
• Join a fast-growing company with plenty of room for progression
• Opportunity to shape the role around your strengths and input how the company grows and structures its customer success department.
• EMI share scheme
• Training and development budget
• Join a vibrant team with regular socials, like pool, darts and drinks
• Team retreats
• Weekly takeaway lunches
• 22 days holiday plus BH
• 6 monthly pay reviews
• Opportunity to work in a uniquely high-performance team - if you're impatient for progress then this is the place you'll thrive
• Regular Mario Kart action!

To be successful, you will…

• Be experienced in customer success, onboarding, or account management in a SaaS environment
• Be a confident communicator with excellent relationship-building skills
• Be highly organised and capable of juggling multiple priorities
• Be able to translate customer needs and feedback into clear, actionable plans
• Be enthusiastic about customer success and energised by working in a fast-paced, evolving environment
• Be comfortable working without all the answers – you’re resourceful, adaptable, and not afraid to get stuck in

Ideal, but not essential…

• Experience in a nimble start-up environment
• Experience working with schools or in EdTech, with insight into their day-to-day challenges
• Familiarity with databases and basic data investigation

Apply!

If you’re a hard-working, driven customer success pro with a passion for improving education, apply now!