Customer Success Manager (Education, UK) (United Kingdom)

Reports To: Managing Director, Education at Blackout Technologies

Location: Fully Remote, including regular travel in the UK and occasional travel internationally

About Blackout Technologies

Blackout Technologies addresses the critical challenges of classroom distraction and student wellbeing in the digital age. Schools face immense pressure from excessive smartphone use, which hinders focus, contributes to behaviour issues, and impedes academic performance. The mental health crisis, fueled by social media's impact on teens, further complicates the issue. Traditional solutions, such as bans or phone pouches, often prove ineffective and impede essential parental communication.

Blackout Technologies takes a different approach. We believe in moving forward with technology, offering a secure and privacy-focused platform, Blackout Education, that restricts harmful distractions while maintaining critical communication. By transforming smartphones into 'just phones' for school hours (allowing only calls and SMS for emergency situations), we empower schools to create focused learning environments, improve student wellbeing, and foster healthier tech habits. Unlike other solutions, we provide detailed digital logs for policy enforcement and identify at-risk students.

Blackout Technologies is dedicated to helping students thrive in the digital world while prioritising their safety, mental health, and academic success. Recognised as a pioneering digital solution to the problem of smartphone usage in young people, Blackout Technologies has been featured on ITV News, BBC News, and in The Times. We are shaping the discourse around responsible technology use in education, with discussions ranging from the House of Commons to the Netflix show Adolescence.

Job Summary

This role is perfect for someone who cares deeply about education, public health, and responsible technology use. We're looking for candidates who have dedicated their careers to improving educational outcomes in and outside a school setting.

The Customer Success Manager (CSM) is a critical role responsible for ensuring our clients, specifically schools and educational institutions using our Blackout Education platform, achieve their desired outcomes. The CSM will build strong relationships with all stakeholders (staff, students, and parents), guide them through onboarding, provide ongoing support, drive adoption, and ultimately ensure high levels of customer satisfaction and retention. The CSM will work closely with the Product Owner, to ensure that client feedback is integrated into the product development process.

Responsibilities

• Onboarding and Implementation
  • Collaborate closely with the Product Owner to ensure a seamless transition for new Blackout Education clients from contract signing to go-live.
  • Develop and deliver comprehensive training programmes and resources to empower school staff, students, and parents to effectively utilise Blackout Education.
  • Create and manage customised implementation plans tailored to each school's unique needs and context, focusing on successful integration into their existing systems.
• Stakeholder Relationship Management
  • Establish and nurture strong, enduring relationships with all Blackout Education stakeholders, including school administrators, teachers, IT staff, students, and parents.
  • Act as the primary point of contact for assigned schools, providing consistent and responsive communication.
  • Conduct regular check-ins, meetings, and feedback sessions to gauge stakeholder satisfaction, address concerns, and proactively identify areas for improvement.
• Adoption, Engagement, and Advocacy
  • Take full ownership of school accounts post-launch, driving active adoption and sustained engagement with Blackout Education across all user groups.
  • Develop and implement strategies to increase platform usage, encourage healthy digital habits, and maximise the educational value delivered by Blackout Education.
  • Identify and proactively resolve potential barriers to adoption, addressing any resistance or challenges faced by stakeholders.
• Support, Troubleshooting, and Guidance
  • Develop a deep technical understanding of the Blackout Education platform, including iOS and Android app functionalities, to confidently provide expert support and detailed explanations to school clients.
  • Provide timely, effective, and empathetic technical and educational support to all Blackout Education users, resolving issues and addressing inquiries efficiently.
  • Serve as a passionate advocate for school needs within Blackout Technologies, ensuring their feedback and suggestions inform product development and improvements.
  • Offer guidance and best practices to schools on implementing and enforcing digital wellbeing policies, leveraging the data and reporting capabilities of Blackout Education.
• Data Analysis and Reporting
  • Monitor and analyse key platform usage metrics (e.g., registration rates, engagement levels, support tickets) to identify trends, areas for improvement, and potential risks.
  • Prepare and present regular reports to schools and internal teams, providing clear insights into platform performance, stakeholder feedback, and progress towards educational goals.
• App Store Management and User Feedback
  • Actively monitor and manage Blackout Education app listings on the Apple App Store and Google Play Store, ensuring accurate information and responding promptly to user reviews.
  • Engage with app users (including students and parents) to provide support, address concerns, and gather valuable feedback for product refinement.
• Product Collaboration and Improvement
  • Systematically collect, synthesise, and communicate stakeholder feedback to the Product Owner, contributing to the ongoing evolution of Blackout Education.
  • Collaborate with the Product Owner to prioritise product enhancements, bug fixes, and new features based on real-world user needs and educational objectives.

Qualifications

• 3+ years of experience in customer success, account management, and/or 5+ years working in a school, preferably in a leadership role.
• Experience in the EdTech sector or working with the implementation of EdTech solutions in a school setting is highly desirable. We particularly welcome applications from individuals who have demonstrated a commitment to improving educational outcomes, whether through formal schooling or other educational initiatives.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organisational and time-management skills.
• Ability to work independently and as part of a team.
• Proficiency in CRM software (e.g., HubSpot) and other relevant tools.
• A passion for education and a commitment to Blackout Technologies' mission.

Benefits

• Competitive Salary: £40,000 p/a + Variable (Up to 50% annual bonus tied to KPIs) + stock options based on performance.
• Flexible Working: Opportunities for remote work and flexible hours.
• Professional Development: Support for training, certifications, and career growth.
• Holiday Allowance: 20 days of holiday per year, plus bank holidays.
• Pension Scheme: Company contribution to a pension plan through Nest.
• Fully Remote Work: Enjoy the flexibility of working from anywhere.
• Team Days: Participate in team days in Bristol and London to foster collaboration and connection.
• Team Trips: Experience exciting team trips to destinations like Thorpe Park, Flight Club, and enjoy regular strategy days in the boardroom at Queen’s Club and The Hurlingham Club.
• Equipment Provided: Receive all the necessary equipment to succeed in your role.

To Apply

If you are passionate about making a real difference in the lives of young people and want to join a company at the forefront of educational technology, we want to hear from you! Please send an email with your CV and a cover letter to hiring@blackout-technologies.com.

Blackout Technologies offers a unique opportunity to be part of a fast-growing, innovative company that is addressing one of the most pressing challenges in education.