Job Details
Hours of work: 35 hours per week
Contract: permanent, full time, 2 months notice period
Recruiter: Claire Bonnett
Line Manager: Managing Director
Location: Oxford / Hybrid
Annual Salary: starting at £36,500
About Us
At Educake, we help teachers save time and improve learning through simple, powerful online quizzing. Thousands of schools use our platform for homework, revision, assessment and in-class learning. Based in Oxford, we support primary (KS2), secondary (KS3 & GCSE), and A-level across a growing range of subjects.
We’re committed to delivering exceptional value to our schools and teachers. We pride ourselves on a customer-first approach, building strong relationships and delivering solutions that drive success.
Role Overview
The team leader will lead and grow the Account Management team, ensuring schools and teachers have an exceptional experience throughout their entire journey, from onboarding through to renewal and long-term partnership. You will be responsible for building strategies and processes that strengthen relationships, maximise customer satisfaction, and drive retention and growth. As the voice of the customer, you’ll share this knowledge and collaborate across teams to support product, marketing, and operational decisions. Alongside leading the Account Management team, the Team Leader will maintain a small portfolio of schools. This hands‑on involvement ensures close connection to the day‑to‑day realities of account management, enables the Team Leader to model best‑practice approaches across onboarding, engagement, renewal, and growth, and supports consistently high‑quality customer experiences. By remaining directly involved with customers, the Team Leader will lead by example, bring real‑time customer insight into coaching and cross‑functional collaboration, and continuously refine team processes and standards.
Key Responsibilities
* Lead, coach, and support the Account Management team to deliver consistently excellent service across the full customer lifecycle (onboarding, engagement, renewal, and upselling).
* Maintain a small portfolio of schools, taking direct responsibility for onboarding, engagement, renewal, and growth in order to model best‑practice account management and stay closely connected to customer needs.
* Develop and implement customer success strategies that drive teacher satisfaction, retention, and growth, working closely with product, sales, and marketing.
* Define, track, and report on KPIs and performance metrics to measure retention, engagement, account growth, and cross‑sell effectiveness.
* Collaborate with product, marketing, and operations to improve the customer journey and address key feedback trends.
* Drive the effective use of CRM and customer success tools to ensure accurate forecasting, visibility, and data‑driven decision‑making.
* Build scalable account management processes that ensure consistency and quality as the team grows.
* Use insights from direct account ownership to inform coaching, refine account management processes, and support effective cross‑sell collaboration with sales and other teams.
* Work closely with the leadership team to set business goals and deliver results.
* Foster a culture of collaboration, accountability, and customer‑centricity across teams.
* Oversee the onboarding, training, and professional development of Account Managers, ensuring continuous skill growth and a high‑performing team.
* Work closely with the customer engagement lead to analyse customer feedback and data to improve processes and outcomes.
Qualifications
* 5+ years of experience in customer success or account management, with at least 3 years in a leadership or mentorship role.
* Proven track record of managing post‑sale customer relationships and achieving strong retention and renewal outcomes.
* Deep understanding of the education sector, with experience supporting schools and educators.
* Strong expertise in sales processes, account management, and customer lifecycle, with the ability to teach and explain these concepts to diverse audiences.
* Strong commercial acumen with the ability to manage renewal pipelines and identify opportunities for account growth.
* Excellent coaching, communication, and interpersonal skills with a teaching‑first leadership style.
* Ability to foster a continuous learning environment where team members are encouraged to grow, improve, and expand their skill sets.
Our Recruitment Process
* Step one: Submit your CV and a tailored cover letter demonstrating your suitability for the role.
* Step two: Suitable candidates will be invited to speak to a recruiter.
* Step three: Participate in a video interview with two members of the Educake team.
* Step four: Shortlisted candidates will complete an online, role‑specific writing task.
* Step five: Final interview/meeting with Educake Directors in our Oxford office.
Benefits Of Joining Educake
* Hybrid working arrangements: 1 or 2 days in the Oxford office and 3 or 4 days working from home.
* Dedicated active hour each week to wellbeing/personal fitness.
* After probation: Access to our Cycle to Work scheme.
* After six months: Enhanced maternity and paternity pay.
Join us at Educake and be part of a supportive, innovative, and dynamic team dedicated to transforming education worldwide. Apply now to embark on an exciting journey with us!
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