Head of Customer Education

Arbor Education; United Kingdom; Remote; GBP 44,000 - 52,000; Full time

Job summary

A leading company in the education sector is seeking a strategic Head of Customer Education to guide the team in enhancing customer satisfaction and success. This role involves developing innovative services, managing a dedicated team, and ensuring impactful training programs. With a focus on customer needs and data-driven decision-making, the right candidate will play a crucial role in transforming the educational landscape.

Benefits

32 days holiday

Life Assurance at 3x annual salary

Comprehensive wellness benefits

Private Dental Insurance

Enhanced maternity and paternity leave

Professional development training budget

Dog friendly offices

Qualifications

• Extensive experience in developing and delivering training services.
• Solid experience in a SaaS business.
• Capacity to manage and mentor a team of 10.

Responsibilities

• Develop a suite of services to support customer success.
• Deliver high customer satisfaction scores.
• Line management of a team of 10.

Skills

Leadership

Customer Success

Data Analysis

Strategic Thinking

Communication

Tools

Learning Management Systems

E-learning Platforms

Job description

Location: Remote, UK

Salary: up to £52,000 + bonus

About us

At Arbor, we’re on a mission to transform the way schools work for the better.

We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day.

Our MIS and school management tools are already making a difference in over 7,000 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.

At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn.

About the role

We are looking for a strategic Head of Customer Education to lead our Customer Education team and help us to support schools and help our customers realise the full potential of their MIS. The purpose of this role is to design a suite of professional services to support customers across training, consulting and administrative services.


Core responsibilities

• Develop a suite of services which will help set our customers up for success and drive their usage of Arbor MIS
• Develop business cases to launch new services including market research, resource requirements, pricing and margin
• Responsibility for delivering a professional service revenue target
• Delivering high customer satisfaction scores relating to delivery of services
• Line management of a team of 10, including two direct reports
• Accountability for the success and impact of the LMS
• Accountability for the success of our customers’ learning journey encompassing a variety of learning styles and learning methods (including e-learning journeys, live training etc)
• Work in collaboration with the Product Team and champion the voice of the customer
• Ownership over the strategic direction of the team

About you

We're looking for adynamic and strategic leaderwith a genuine passion for customer success. You will bring:

• Extensive experience in developing and delivering training services, with a deep understanding of adult learning and diverse instructional design. You're adept at leveraging Learning Management Systems (LMS) and e-learning platforms to maximise impact.
• Solid experience in a SaaS business, understanding the customer lifecycle to drive product adoption, feature utilisation, and demonstrate value.
• Strong leadership skills, capable of managing and mentoring a team of 10, fostering a collaborative environment, and owning the strategic direction of the team to achieve ambitious goals.
• Excellent communication skills, articulating complex ideas clearly, championing the customer's voice, and crafting compelling business cases.
• Proficient data analysis skillsto understand customer behaviour, measure program effectiveness, and make data-driven decisions to improve satisfaction and usage.
• Exceptional strategic thinking skills, identifying market opportunities, forecasting needs, and designing a comprehensive suite of professional services with robust business cases.

You are a proactive problem-solver with a blend of educational expertise, business acumen, and leadership, ready to empower our customers and contribute to their success.

What we offer

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas
• Life Assurance paid out at 3x annual salary
• Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks
• Private Dental Insurance with Bupa
• Salary sacrifice Pension provided by Scottish Widows
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay
• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
• Access to services such as Calm and Bippit (financial wellbeing coaching)
• All of our roles champion flexible working and we are happy to discuss what this means to you
• Social committees that plan team, office and company wide events to bring people together and celebrate success
• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
• Volunteer with a charity of your choice for a day each year
• Dog friendly offices!

Interview process

1. Phone screen
2. 1st stage
3. 2nd stage

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

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice.

Arbor Education is an equal opportunities organisation

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.

Refer a friend

Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: [e-mail]

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