At a Glance
- Tasks: Lead customer success initiatives, ensuring clients maximise value from our immersive learning technologies.
- Company: Join Avantis Education, creators of award-winning educational tech used in over 90 countries.
- Benefits: Competitive salary, flexible hybrid working, and the chance to influence global customer strategy.
- Other info: Be part of a dynamic team, driving engagement and retention across diverse educational environments.
- Why this job: Shape the future of education while making a real impact on customer success worldwide.
- Qualifications: Proven experience in customer success, ideally in SaaS or EdTech, with strong CRM skills.
The predicted salary is between 70000 - 90000 £ per year.
Avantis Education is the team behind ClassVR, Eduverse and Thrive, immersive learning technologies used in classrooms across more than 90 countries and winners of the King’s Award for Enterprise. Our devices are in schools and districts worldwide, and we are now looking for a Head of Customer Success (CS) to ensure every one of those customers gets lasting value from them.
This is a senior, CEO-facing role with a clear commercial mandate to take complete ownership of customer success from initial onboarding through to retention, with a focus on driving device usage and deepening engagement at every stage. You will be a process builder as much as a people person. Someone who can design and embed the systems that make great customer outcomes happen consistently and at scale. You’ll work closely with Sales, Product and Finance, lead a growing CS team and act as the internal champion for customer outcomes across the business.
What you’ll do
- Own and improve the customer onboarding journey, tracking who’s yet to complete it and making sure no customer is left behind.
- Continuously improve CS processes across the full customer lifecycle; onboarding, adoption, health monitoring, renewal and expansion.
- Build and maintain dashboards and reporting that give real-time visibility of customer health, engagement and revenue risk.
- Maintain and enhance our CRM (Zoho) to keep data capture, health scoring and opportunity tracking accurate.
- Set and track KPIs for engagement, onboarding and retention across the CS function.
- Develop proactive engagement strategies that deepen customer relationships and reduce churn risk.
- Act as the escalation point for complex or at-risk accounts, resolving issues with sound commercial judgement.
- Support customer advocacy programmes, identifying reference customers and case study opportunities.
- Advise the Senior Leadership Team on customer health, retention risk and growth opportunity.
- Collaborate with Finance, Marketing and Product to align revenue functions and feed customer insight into the roadmap.
- Lead, coach and develop a high-performing CS team, with regular 1:1s and performance reviews.
What you’ll bring
- Significant experience leading a CS function, ideally in SaaS or hybrid hardware/software EdTech.
- A track record of improving onboarding, driving product or device adoption, and increasing retention.
- Strong CRM skills (Zoho or HubSpot), with confidence using customer health scoring and data visualisation tools.
- Experience working cross-functionally with Sales, Product and Finance.
- Exceptional stakeholder and communication skills, from team level to the boardroom.
What you’ll get
- A senior leadership role reporting directly to the CEO, with genuine influence over customer strategy worldwide.
- The opportunity to shape how schools and districts across 90+ countries get lasting value from our products.
- Competitive salary and benefits, reviewed regularly.
- Flexible, hybrid working.
Head of Customer Success in Gloucester employer: Avantis Education
Avantis Education is an exceptional employer that fosters a creative and collaborative work environment, allowing you to take ownership of content quality for innovative educational technology used globally. With a strong focus on employee growth, competitive salaries, and flexible hybrid working arrangements, you'll have the opportunity to shape the future of learning while working alongside passionate professionals in Quedgeley, Gloucestershire.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in Gloucester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Avantis Education. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Avantis Education before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success in Gloucester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Avantis Education:Your cover letter is your chance to shine! Tell us why you want to work at Avantis Education specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Avantis Education!
How to prepare for a job interview at Avantis Education
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
