Customer Success Manager, Arbor Education
£29.8-35k
+ Bonus
More information about location
We helps schools transform the way they work using data
Posted today
We helps schools transform the way they work using data
101-200 employees
Posted today
£29.8-35k
+ Bonus
More information about location
101-200 employees
Company mission
Arbor's mission to transform the way schools work for the better, and it starts by giving everyone the right tools and technology for the job.
Role
Who you are
- Strong School and MAT MIS system knowledge would be preferred
- Confidence to work with, challenge and guide senior leaders both internally and within our customer base
- Experience in a SaaS business in a customer success focused, customer facing role
- Experience with Gainsight and Zendesk would be highly beneficial
- Ability to work independently with strong time management skills
- Ability to perform in a fast moving, dynamic environment
What the job involves
- We are looking for a customer focused and collaborative Customer Success Manager to join our Customer Success team and help us to support schools and help our customers realise outcomes, at scale
- The remit and focus of the role is to guide and advise customers on the art of the possible in Arbor as well as ensure that customers see return on their investment
- It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re an enthusiastic and communicative person, this is the role for you
- Work with the majority of our customer base, at scale, to define outcomes: The CSM will use their system knowledge, understanding of our customers and understanding of the principles of Customer Success to work alongside colleagues in the Customer Team and our customers to define outcomes
- These outcomes will be measured against the customer’s journey to show success on the system, and beyond
- Enabling customers to achieve agreed outcomes - leading to increased customer satisfaction: The CSM will work with customers, sometimes 1:1 and sometimes at scale, to ensure that they are using the product effectively and getting as much value from it as possible
- Data will be used to work proactively to help customers to get the most out of the system
- The CSMs will carry out health checks on customers, particularly ahead of contract renewal discussions, but also as an ongoing exercise to ensure health is maintained and any issues are identified and worked on proactively
- Review meetings will be prepared for and any materials presented effectively with customers
- Review meetings will be carried out once per Term for MATs in their first year on Arbor and then annually thereafter
- Management of a named list of accounts
- The CSM with have responsibility and accountability of the overall health and success of a named list of MATs and Secondary Schools
- The CSM will be expected to work strategically and utilise both data and their system strengths to hit targets for their list of accounts
- Management of Digital Journeys - The CSM will design digital customer success journeys and programmes and manage these with adjustments being made where appropriate for large groups of customers
- These journeys will be for a particular segment of customers, determined by health data
- The impact and success of these digital journeys will be measured against the KPIs above
- The CSM should action amendments where needed, based on data displaying the impact and effectiveness of these journeys (against the KPIs)
- Risk management: The CSM will be responsible for managing risks by following a risk management process
- They will work closely with relevant Partnership Managers (who will manage commercial risks) and other internal stakeholders to manage and resolve risks as the risk owner
- System and services knowledge: The CSM will bring an understanding of Arbor's products and services, which will enable them to provide guidance and advice to customers
- There may be need to work with customers on configuring or adjusting system configurations
- Advising on data services
- Advising on relevant training and Professional Services that would be of benefit
- The CSM must be committed to continued learning and deepening their understanding of the Product and the Services on offer
- Identifying opportunities for upsell: The CSM will identify opportunities to upsell or cross-sell customers additional products or services by gaining an understanding of customer’s needs and how they are using the product
- Leads will be shared with Partnership Management colleagues
- These leads should be well qualified and should therefore regularly convert to closed won opportunities
Application process
- Phone screen
- 1st stage
- 2nd stage
Our take
Arbor helps schools transform the way they work, saving teachers time and improving student outcomes.
The mess and stress of data and admin is a major source of unhappiness in our schools. 60% of a teacher's time is spent on admin-related work, 53% agree that it contributes to stress and it's only getting worse every year. Arbor is tackling this by building hassle-free school technology. The company has two products, a Management Information System to automate school workflows, saving teachers time, and benchmarking analytics to identify areas of concern and reduce time to intervention.
With a team of diverse and experienced individuals, including former teachers and education specialists, the company stands poised to enact meaningful change within the sector, Its mission is clear: to assist schools in prioritising what matters most - enhancing the well-being of teachers and fostering positive student outcomes worldwide.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Apr 2020
$4m
EARLY VC
Dec 2018
$2.4m
EARLY VC
Total funding: $13.9m
Company benefits
- Aside from 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.
- At Arbor we're passionate about learning, and to support this we have a dedicated training budget for all teams.
- Dedicated Mental Health First Aiders and Wellbeing Champions with ongoing support and learning around mental health.
- Depending on your role we can also offer you flexible working - just mention it in your interview and we'll let you know what your options are
- We have regular team socials where we spend dedicated time together. This year we've had BBQs, been to theatre shows, gone white water rafting, and more!
- Half-day summer Fridays Plus, we shut the office for a day at Easter and over Christmas so you get some extra time off then too!
- 25 days holiday (excl. bank holidays)
- EAP - Choice of comprehensive 24/7 support services with UK and Ireland's most trusted health and wellbeing network.
- We're all about making an impact! So everyone who joins us gets 1 day a year to volunteer for a charity or cause of their choice
Company values
- Own what you do - We act like owners, embrace responsibility and own the outcomes of our work - both good and bad!
- Everyday's a school day - Education and technology have changed more in the last 10 years than in the last 100. We need to embrace change and continually challenge ourselves to grow and stay ahead
- Make an impact - We take pride in being part of a movement to improve how schools work, so we're always thinking about how we can make a difference
- No-one can whistle a symphony - ...it takes an orchestra! We work together as a team to help each other, our partners and our customers to achieve their full potential
Company HQ
London, UK
Articles
Leadership
James Weatherill
(CEO)Previously Analyst at Ledbury Research for 3 years and Venture Manager at Therefore Ventures for 1 year
People progressing
Joined as Marketing Executive, being promoted to Marketing Manager after 1 year
Ulrik joined Arbor 10 years ago as a junior developer and has moved through the ranks to Principle Engineer and our longest serving engineer. A great representation of career progression at Arbor!
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Diversity, Equity & Inclusion at Arbor Education
Ben Ainger (Talent Acquisition Lead)
- At Arbor, our mission is to transform the ways schools work. That means we serve a broad and diverse professional community - from teachers to SLT to Support Staff - and an equally diverse student and parent community. We want to make sure we build the best products for our schools, and we passionately believe that starts with building a workforce as diverse as the communities we serve
- As of today we know we’re not there yet, but we’re committed to doing the work to improve. We want Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive
- Our focus over the past few months has been on understanding where we need to improve, and on making sure that everyone at Arbor has had the chance to share their views. So far, we’ve established a Diversity and Inclusion Committee, surveyed our team, hosted training and workshops, and reviewed our recruitment process. We know we’ve still got big work to do, but we’re actively working on it. We look forward to hearing your thoughts on how we’re doing
Share this job
View 2 more jobs at Arbor Education