At a Glance
- Tasks: Lead customer success for top-tier clients, driving product adoption and strategic growth.
- Company: Join Arbor Education, a dynamic company focused on making a real impact in education.
- Benefits: Enjoy 32 days holiday, wellness support, and flexible working options.
- Other info: Collaborative environment with opportunities for professional development and community volunteering.
- Why this job: Be the face of Arbor, helping schools thrive while developing your career.
- Qualifications: Experience in SaaS customer success and strong relationship-building skills required.
The predicted salary is between 50000 - 60000 £ per year.
About the role
We are looking for a strategic, collaborative and customer‑centric Senior Customer Success Manager to own and help us grow our highest value Multi Academy Trusts and Local Authorities. You will be the face of our organisation, responsible for advising customers on the art of the possible in Arbor, ensuring they realise the maximum return on investment – driving adoption and strategic expansion, ultimately contributing to our excellent retention and account growth rates.
Core responsibilities
- Drive value realisation: The Senior CSM will use their in‑depth system knowledge, deep education industry knowledge and understanding of the principles of Customer Success to work alongside our top tier customers to:
- Define measurable business outcomes
- Conduct regular Success Reviews
- Drive full product adoption
- Present outcomes in clearly detailed and well‑managed Success Plans
- Stakeholder management: Build and nurture relationships with customer C‑suite and key operational stakeholders to ensure Arbor is indispensable to their business operations. Carry out regular on‑site meetings with customers 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.
- Risk management: Proactively carry out and monitor health checks and platform usage, intervening to raise and manage risks for their named list of accounts. Work closely with the relevant Partnership Manager (who will manage commercial risks) and other internal stakeholders to mitigate.
- Commercial growth: Identify upsell, cross‑sell, and expansion opportunities, collaborating closely with Partnership Management colleagues, to protect and grow Net Revenue Retention (NRR).
- Effective cross‑functional advocacy and collaboration: The Senior CSM will work extremely closely with colleagues across the business. Translate complex customer feedback and unmet needs into actionable insights for our Product and Engineering teams. 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.
- 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 and must be committed to continued learning and deepening their understanding of the Product. Work with customers on configuring or adjusting system configurations, advising on data services, integrations and APIs, discussing system architecture, and advising on relevant training and Professional Services that would be of benefit.
About you
- Strong School/MAT/LA background preferred
- Experience of Arbor MIS preferred
- 3+ years of experience in a SaaS business in a customer success focused, customer facing role beneficial
- Data driven: Experience with Gainsight and AI tooling would be beneficial to track KPIs and measure customer success
- Strategic thinker: Ability to understand business goals and align SaaS capabilities to solve their specific challenges
- Relationship builder: Exceptional communication and negotiation skills with a track record of managing executive stakeholders.
- Adaptability: Ability to perform in a fast moving, dynamic environment and work independently with strong time management skills. Willingness to travel frequently to customer sites a minimum of 20% of your time
What we offer
- The chance to work alongside a team of hard‑working, passionate people in a role where you’ll see the impact of your work every day.
- 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
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, 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. 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. Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice. Please note: We are unable to provide visa sponsorship at this time.
Senior Customer Success Manager (Maternity Cover) employer: Arbor Education
Arbor Education is an exceptional employer that prioritises employee wellbeing and professional growth, offering a supportive work culture where your contributions are valued and impactful. With generous benefits such as 32 days of holiday, comprehensive wellness support, and a dedicated training budget, you will thrive in a dynamic environment that champions flexibility and inclusivity. Join a passionate team committed to making a difference in the education sector while enjoying opportunities for personal and career development.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (Maternity Cover)
✨Tip Number 1
Network like a pro! Reach out to your connections in the education sector and let them know you're on the hunt for a Senior Customer Success Manager role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by diving deep into Arbor's products and services. Show us that you understand how they can drive value for Multi Academy Trusts and Local Authorities. The more you know, the better you'll be at demonstrating your fit for the role!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've built relationships with C-suite stakeholders and driven customer success in previous roles. We love hearing about real-life experiences that showcase your strategic thinking and adaptability.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you're genuinely interested in joining our team and making an impact in the education sector.
We think you need these skills to ace Senior Customer Success Manager (Maternity Cover)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer success and SaaS. We want to see how your skills align with the role of Senior Customer Success Manager, so don’t hold back on showcasing your relevant achievements!
Showcase Your Strategic Thinking:In your application, emphasise your ability to think strategically about customer needs and business goals. We’re looking for someone who can connect the dots between our products and the challenges faced by Multi Academy Trusts and Local Authorities.
Highlight Relationship Building Skills:Since this role involves managing relationships with C-suite stakeholders, make sure to include examples of how you’ve successfully built and maintained professional relationships in the past. We love seeing strong communication and negotiation skills in action!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at Arbor Education
✨Know Your Stuff
Make sure you have a solid understanding of Arbor's products and services. Brush up on the technical aspects, especially around system configurations and integrations, so you can confidently discuss how they can drive value for customers.
✨Showcase Your Relationship Skills
Prepare examples of how you've built and nurtured relationships with C-suite executives or key stakeholders in previous roles. Highlight your exceptional communication and negotiation skills to demonstrate that you can be the face of the organisation.
✨Be Data-Driven
Familiarise yourself with tools like Gainsight and any AI tooling relevant to tracking KPIs. Be ready to discuss how you've used data to measure customer success and drive strategic outcomes in your past experiences.
✨Prepare for Scenario Questions
Think about potential scenarios you might face in this role, such as managing risks or identifying upsell opportunities. Prepare structured responses that showcase your strategic thinking and adaptability in fast-paced environments.
