Customer Success Associate - Great role for an ex-educator in City of London

Are you a former teacher or school operations leader, aware of the challenges in schools, and driven to make change? Want to own the customer journey for schools, from the moment they sign, through onboarding, and across every year they’re with us? This might be the role for you!

The company has built a school management software that schools actually enjoy using. They work with schools across the UK, publish new features every single week, and build in partnership with the schools they serve. They’re anti-modular – delivering one unified experience from attendance to trips, parents’ evenings, payments and exams, with a genuinely modern interface for teachers, parents and students. They’re also an AI-first company. AI is built into their product and into how they work every day – drafting, analysis, content creation, automation. They move at pace, partly because they let AI do the heavy lifting wherever it sensibly can, and they expect everyone who joins them to work the same way. They’re scaling towards 1,000 schools. The team is close-knit, ambitious, and based in a modern office in Vauxhall.

The role involves owning the happiness of their schools – from the moment they sign, through onboarding, and across every year they’re with us. This is not an account management role where you check in once a term and file a report. It’s a role for someone who treats every school as if it were their own, who notices problems before the school does, and who takes genuine pride in a Head of Department saying, “this just works for us.”

Here’s the important part: they won’t get to 1,000 schools by doing everything by hand. A big part of this role, arguably the biggest, is building customer success that scales: onboarding driven by brilliant self-serve guides, videos and in-app resources rather than a calendar full of meetings; training that works at 2am as well as 2pm; and processes designed so the hundredth school onboards with less effort than the tenth.

We think the ideal person has come from a teaching or school operations background. You know how schools actually run – the rhythm of the academic year, why September is chaos, what a Deputy Head cares about – and that empathy is hard to teach. It’s the foundation of this job.

Day to day includes:

• Build onboarding that scales – own the journey from signed contract to confident daily use, and create the guides, walkthrough videos, checklists and in-app resources that let schools onboard themselves brilliantly.
• Automate relentlessly – turn every recurring manual task into a template, guide or automation, and drive down the effort it takes to bring a school live.
• Keep schools happy and retained – build genuine relationships with the people who use the platform every day; retention is the single most important number in this role.
• Spot problems before they become problems – monitor usage and engagement data, identify schools that are drifting, and act proactively before it ever becomes a renewal conversation.
• Deliver expert training, live and asynchronous – run genuinely useful sessions and turn the best of them into reusable resources that train the next fifty schools without a meeting invite.
• Be the school’s champion when things go wrong – own the relationship even when the fix sits with support or engineering, keeping the school informed every step of the way.

The package includes £35,000-40,000, 6 monthly pay reviews, 26 days holiday plus bank holidays, uncapped training and development budget, fast-growing company with real room for progression and the chance to shape your role, modern office in Vauxhall, weekly team lunches, vibrant team with regular socials – drinks, board games, table tennis and team retreats, opportunity to work in a uniquely high-performance team – if you’re impatient for progress, this is the place you’ll thrive, and regular Mario Kart action!

To be successful, you will:

• Have a background in teaching, school leadership, or school operations - you understand how schools work from the inside.
• Be an exceptional relationship-builder: warm, credible, and trusted by everyone from office staff to Heads.
• Be proactive by instinct – you’d rather prevent a fire than fight one.
• Be a systems thinker – your instinct when something works is to document it, template it, and automate it so it works at scale.
• Be a natural creator of guides, videos and training content – you’d rather write one great walkthrough than run the same meeting fifty times.
• Be a confident trainer and presenter who can make software genuinely engaging.
• Be comfortable with data – you can read usage metrics and know what to do about them.
• Have a track record of using AI tools (ChatGPT, Claude, Copilot or similar) to draft, build and automate, and be excited to push that further.
• Be tenacious and accountable – you follow things through to done, not to “passed along.”
• Be excited by the pace of a scaling company where things change weekly (literally – they ship every week).

Nice to have:

• Experience with school MIS platforms (iSAMS, SIMS, Arbor or similar).
• Prior customer success, implementation, or onboarding experience in SaaS or EdTech.
• Experience delivering CPD or staff training in a school setting.
• Experience using AI to build customer-facing content or automate workflows (e.g. generating help guides, training materials, or usage analysis).

If you’re a former teacher or school operations professional who wants to own something, build something, and work with a team that genuinely cares about the schools it serves – apply now.