Customer Success Manager

Pupil Progress

About Pupil Progress

Pupil Progress was started 4 years ago by two very experienced secondary school senior leaders with a mission to transform the way data is used in education.

We have built a revolutionary web-based platform that supports thousands of teachers in all aspects of assessment tracking, reporting and analysis. We give teachers confidence in their data so they can make the decisions they need to make to improve their teaching strategies and unlock their students’ potential.

About the Role

Job summary: This is a brand new role at a fast growing Edtech company in Brighton.

Pupil Progress is seeking a confident, pro-active individual with between 1-3 years experience in either customer success, retention and loyalty marketing, account management, customer support or business development.

It will be your job to help teachers get maximum value out of the Pupil Progress software so that they renew their subscription each year and they become advocates of the company.

For the right candidate, this is a career-defining opportunity to join Pupil Progress at a critical moment in their start-up journey and truly have a significant impact.

If you have experience of looking after customers in an account management fashion, experience of renewing subscriptions, cross-selling or upselling or if you’ve worked as a manager in a customer support role and have outstanding communication skills we’d love to hear from you.

Reports to:

The Customer Success Executive will report to the Business Manager and work closely with the CEO.

In the hiring manager's words:

This is an extremely exciting opportunity, not only is the business growing quickly, you will be responsible for developing the customer success programme for the business.

We have learned to be adaptive and agile and will rely on your growing expertise, welcoming feedback, suggestions and ideas. You will be working with highly experienced and motivated leaders in a company where no-one operates as an individual – we all take responsibility for the success of the company.

About us:

Pupil Progress was started 4 years ago by two very experienced secondary school senior leaders with a mission to transform the way data is used in education.

We have built a company with a web-based platform that supports thousands of teachers in all aspects of assessment tracking, reporting and analysis. We give teachers confidence in their data so they can make the decisions they need to make to improve their teaching strategies and unlock their students’ potential.

Candidate requirements:

Must-haves:

  • 1-3 years professional experience in customer success, account management, business development or related field.
  • Exceptionally strong written and verbal communication skills.
  • Highly organised, adaptable and flexible to the changing needs of the business.
  • Strong problem solver, able to use initiative and think on feet.
  • Calm and composed during stressful situations.
  • Empathetic, persuasive and good at negotiation when needed.
  • Experience using a CRM system such as Hubspot.
  • Experience using a ticketing system or live chat system is desirable.
  • Proficient in using MS Excel and spreadsheets for data manipulation and reporting.
  • Technical aptitude and ability to learn software programs easily.

Responsibilities and tasks

  • Pupil Progress is a subscription business and it's not enough to simply drive revenue. The flip-side is making sure the teachers stay with Pupil Progress and ideally spend more over time. This is at the very heart of what you are being brought into the business to drive and manage.
  • Day-to-day you will be tasked with solving teachers problems with the software in a timely fashion with the overall aim of increasing retention.
  • You’ll have complete ownership of the customer journey including on-boarding, implementation updates, user adoption and monitoring of issues.
  • You will ensure that product adoption is high, product engagement is high and teachers are happy.
  • You will systematise the process of gaining subscription renewals by working closely with teachers and school finance departments.
  • You will devise ways to upsell schools to bigger subscriptions by showing them the value of the software and eventually cross-sell them additional products. It will be your job to increase the average customer spend.
  • You will work closely with the marketing team to ensure the customer journey and onboarding of new teachers is friction-free.
  • You will prepare, schedule, and conduct monthly/quarterly account reviews with the customers to ensure their ongoing success and work with them on any needs and areas required to be improved upon.
  • Manage customer product feedback using a ticketing system and send feedback to the product team.

Working hours

  • Mon-Fri 9-5.30pm
  • We allow some home working / flexible hours, but the role is primarily office-based from an office 2 mins walk from Brighton Station.
  • 20 days holiday plus bank holidays as standard

Benefits

  • Additional holiday day for every year you work up to a maximum of 5 extra days
  • Regular scheduled meeting with a Business specialist to develop your strategies
  • Mentoring from a leader with education and business experience
  • Work alongside the company’s founders
  • A role with real responsibility and huge potential for career progression and to make it your own from the start.

Job Details

Salary: £23,000 to £28,000 per year

Location: Brighton

Working hours: Monday to Friday, 9am to 5:30pm

Contract: Permanent

Role: Manager

Start date: 23/11/2020

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