Senior Customer Success Manager - #1701770

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. 

We are looking for a strategic, collaborative and customer centric Senior Customer Success Manager to join our Customer Success team and help us advise our highest value Multi Academy Trusts and Local Authorities on the art of the possible in Arbor. The remit and focus of the role is to assist customers to set and realise outcomes that they want to achieve, as well as ensure that our customers see a return on their investment, ultimately contributing to our excellent retention and account growth rates.

Requirements

• Work with our highest value customers to define agreed outcomes: The Senior CSM will use their in-depth system knowledge and understanding of the principles of Customer Success to work alongside our top tier customers (a named list of our highest value accounts) to define agreed outcomes.
• These outcomes will be measured against during the customer’s journey to show success on the system, and beyond.
• The Senior CSM will present such outcomes in clearly detailed and well managed Success Plans
• Success Plans will be shared effectively during review meetings with customers and discussed with internal stakeholders when necessary
• Enabling customers to achieve agreed outcomes - leading to increased customer satisfaction: The Senior CSM will work with customers to ensure that they are using the product effectively and getting as much value from it as possible.
• The Senior CSM 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
• Success Plans will be updated to reflect progress against outcomes
• Review meetings will be carefully prepared for and any materials presented effectively with customers
• Risk management: The Senior CSM will be responsible for managing any risks for their named list of accounts 
• They will work closely with the relevant Partnership Manager (who will manage commercial risks) and other internal stakeholders to manage and resolve risks as the risk owner
• Technical expertise: The Senior CSM will bring a deep understanding of Arbor's products and services, which enables them to provide technical guidance and advice to customers. This can be especially important for customers who are using the product in complex ways.
• There may be need to work with customers on configuring or adjusting system configurations
• Advising on data services
• Advising on integrations
• Advising on APIs
• Discussing system architecture
• The Senior CSM must be committed to continued learning and deepening their understanding of the Product
• Advising on relevant training and Professional Services that would be of benefit
• Visiting customers onsite: The Senior CSM will be expected to regularly visit their named customers to hold review meetings
• Such meetings will cover a range of reviews to agree on and measure progress to outcomes; confirm next steps and functionality roll out plans; discuss outstanding risks; general check in to maintain positive relationships 

• Identifying opportunities for upsell: The Senior 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 Account Management colleagues
• These leads should be well qualified and should therefore regularly convert to closed won opportunities
• Effective cross team collaboration: The Senior CSM will work extremely closely with colleagues across the Customer Team, Partnership Team, Product Team and Marketing Team
• New relationships will need to be fostered and existing ones developed and maintained, with the continuous aim of advocating as the voice of the customer across the business

• Strong School and MAT MIS system knowledge preferred
• Solid experience in a SaaS business in a customer success focused, customer facing role
• Willingness to travel frequently to client sites a minimum of 20% of your time
• 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

Benefits

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!

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 *******@arbor-education.com.

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

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. 

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: *******@arbor-education.com 

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