Customer Success Manager – Leeds, Hybrid
Location: Leeds (Hybrid)
Salary: up to £35,000 + bonus
Overview
At Arbor, we’re on a mission to transform the way schools work for the better. We want schools to be vibrant places where staff are challenged without being burnt out, data guides progress without overwhelming staff, and everyone is reminded why they chose education. Our MIS and school‑management tools already support over 7,000 schools and trusts, giving staff more time, power, and happier working days.
About the role
We are looking for a customer‑focused and collaborative Customer Success Manager to join our Customer Success team. Your remit is to guide and advise schools on what’s possible in Arbor, ensuring they see a return on their investment. It’s a broad and exciting role for an enthusiastic and communicative person.
Core responsibilities
* Work with the majority of our customer base to define and measure outcomes across the customer journey.
* Enable customers to achieve agreed outcomes through effective use of the product, proactive data‑driven support, health checks, and regular meetings (once per term for new MATs, then annually).
* Own a named list of accounts – MATs and secondary schools – collaborating strategically to hit success targets.
* Design and manage digital customer success journeys and programs, adjusting for large customer segments and measuring impact against KPIs.
* Manage risk by following the risk management process and coordinating with Partnership Managers and internal stakeholders.
* Provide deep product and services knowledge, including configuration, data services, training, and professional services.
* Identify upsell and cross‑sell opportunities, qualifying leads for Partnership Management and regularly converting them to won opportunities.
About you
* Strong knowledge of School and MAT MIS systems.
* Confidence in working with, challenging, and guiding senior leaders internally and with customers.
* Experience in a SaaS business in a customer‑success or client‑facing role.
* Experience with Gainsight and Zendesk is highly beneficial.
* Ability to work independently with strong time‑management skills.
* Ability to perform in a fast‑moving, dynamic environment.
Benefits
* Dedicated wellbeing team championing initiatives such as mindfulness, lunch‑n‑learns, manager training, and mental‑health first aid.
* 32 days holiday (including 25 days annual leave + 7 company‑wide days).
* Life assurance paid out at 3× annual salary.
* Comprehensive wellness benefit via AIG Smart Health (24/7 virtual GP, mental‑health support, counselling, personalised health checks).
* Private dental insurance with Bupa.
* Salary‑sacrifice pension with Scottish Widows.
* Enhanced maternity and adoption leave (20 weeks full pay) and paternity leave (6 weeks full pay).
* Five free return‑to‑work maternity coaching sessions.
* Access to Calm and Bippit (financial wellbeing coaching).
* Flexible working options with flexible hours and remote work.
* Social committees organising team, office, and company‑wide events.
* Dedicated professional development budget (CPD courses, upskilling resources, memberships).
* Volunteer day per year with a chosen charity.
* Dog‑friendly offices.
Interview process
* Phone screen.
* 1st stage interview.
* 2nd stage interview.
Equal opportunities
Arbor Education is an equal opportunities organisation. Our goal is for Arbor to be a workplace which represents, celebrates, and supports people from all backgrounds. We actively encourage applications from all backgrounds.
We are committed to a fair and comfortable recruitment process. If you require any reasonable adjustments during your application or interview process, please contact careers@arbor-education.com.
We are unable to provide visa sponsorship at this time.
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