Customer Success Manager - Fully remote

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. 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. 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. 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. 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 . 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 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. Systematically collect, synthesise, and communicate stakeholder feedback to the Product Owner, contributing to the ongoing evolution of Blackout Education . 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. ~ Strong organisational and time-management skills. ~ Proficiency in CRM software (e.g., A passion for education and a commitment to Blackout Technologies\’ mission. 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. 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! Blackout Technologies offers a unique opportunity to be part of a fast-growing, innovative company that is addressing one of the most pressing issues facing education today.