Head of Customer Success, IMP Software
£55-60k
Financial planning software for multi-academy trusts
Be an early applicant
Financial planning software for multi-academy trusts
21-100 employees
Be an early applicant
£55-60k
21-100 employees
Company mission
To stand behind and support every MAT Finance team to achieve better financial management and to be the default provider of solutions that MAT Finance teams use to meet the unique challenges they face.
Role
Who you are
- If you're passionate about customer success, tech-savvy, and enjoy making a tangible difference in the EdTech space, we’d love for you to join us in transforming MAT finance
- Previous experience managing a high performing customer success team
- Experience within a B2B SaaS business
- Tech-savvy – able to learn how our products work and have conversations around different issues customers might be having
- Confident with managing large customer databases
- A strong communicator
- Problem solver who is used to working in a fast-paced environment
- Experience within the education sector is preferable but not essential
What the job involves
- You will be a key player in our dynamic customer success team, driving impactful relationships with our 5,000+ schools, ensuring they maximise the potential of IMP Software.
- You’ll take ownership of customer success, guiding schools in seamless product adoption, troubleshooting challenges, and identifying new opportunities for engagement and growth.
- Ensure best in class customer service at all stages of the customer life cycle to enhance our already excellent levels of customer engagement and retention
- Lead, support and develop a talented team of success consultants
- Assess best practice within the team and ensure most effective processes are in place
- Build scalable processes for training and ongoing support to drive product adoption and increase customer engagement
- Own key performance indicators (KPIs) like Net Promoter Score (NPS), customer satisfaction (CSAT), customer lifetime value (CLV), and churn rate
- Report these key metrics to senior management, identifying any areas of concern and proactively designing solutions
- Collaborate cross-functionally to enhance the customer experience
- Work closely with our Account Management team to align on customer needs, priorities and renewals
Our take
IMP Software was an idea brought to life by founders Will Jordan and Dave Hall. They realised firsthand that Multi-Academy Trust (MAT) finance solutions were heavily directed toward schools and not the Trusts themselves. This was problematic as MATs are not simply collections of schools, but instead organisations with many moving parts.
The company has developed both budget management software and integrated curriculum & financial planning software. This enables clients to easily unify data, run multi-level reporting, and ensure the effective deployment of resources across a trust so they can build the best curriculum it can afford.
With this MAT-first approach, IMP Software has secured 300+ trusts and 4000+ schools (41% of market share) as clients, including the likes of Prince Regent Street Trust.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Meaningful work
"I love working for IMP - the product is amazing and customer feedback is incredible. They are the best in the sector and support so many Trusts with..."
Company benefits
- Remote based role
- Funded CPD
- No micro management
- Allowance for home office - £200 to make your set up perfect!
- 27 days + bank holidays
- Health insurance including dental cover and opticians!
- Broadband allowance - £26 per month tax free
- Life assurance
- Fully expensed company meet ups/socials in Birmingham and Bristol (4 x per year)
Company values
- Proactivity: positively surprise customers in all that we do
- Do: Get Stuff Done
- DBAD: Don’t Be A Doughnut
- Relentless improvement: Relentlessly Hunt For Improvements
- Challenge: Be Respectful But Direct
Company HQ
Exeter, UK
Articles
Leadership
Will Jordan
(Co-founder)Previously an Education Strategy Director at IRIS Education Division and prior to this the Director of Cornerstone Academy Trust. Also worked in the Education Sector at PS Financials Ltd.
Dave Hall
(Co-founder)Worked as the Director of Phase Software Consultancy Ltd and an Integration Consultant for PA Housing Ltd. Also worked through several roles at PS Financials Ltd, most recently as Head of Consulting.
People progressing
Izzy started at IMP back in early 2021 and has since had 2 promotions! She started in implementations then onto support and now sits within our development team as software tester.
Diversity, Equity & Inclusion at IMP Software
Loren Lewis (Talent Partner )
- Our job descriptions all use inclusive language and focus on essential qualifications rather than unnecessary requirements. We encourage applications from individuals of all backgrounds
- We will maintain a clear, objective, and transparent recruitment process that treats all candidate equally. We communicate openly about our expectations and provide timely feedback.
- We appreciate that fitting in interviews around your work may be a challenge, so we try and accommodate where possible
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