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- Tasks: Own the success of school accounts and drive customer satisfaction through expert training and support.
- Company: Fast-growing EdTech company transforming education with innovative technology.
- Benefits: Competitive salary, 30 days holiday, career development, and fun team activities.
- Why this job: Make a real impact in education while working with a vibrant, high-performance team.
- Qualifications: 2+ years in customer success or similar role, strong technical skills, and excellent communication.
- Other info: Opportunity for significant growth and autonomy in a dynamic work environment.
The predicted salary is between 29000 - 35000 £ per year.
Are you a super bright Customer Success professional? Are you bored and looking for more from your work? Interested in tech and want to work with smart people? This might be the role for you!
The company is a young and fast-growing EdTech company at the forefront of educational innovation. They are dedicated to transforming learning through their state-of-the-art platform, making education more accessible, engaging, and effective for students and teachers worldwide.
We're seeking a Customer Success Associate to own the success of our school customers. This is not a call centre support role; you'll be a trusted advisor to schools, responsible for driving adoption, retention, and customer outcomes.
You will independently manage a portfolio of school accounts, ensuring they extract maximum value from the platform. Success in this role requires strategic thinking, technical aptitude, and the ability to balance multiple priorities without constant supervision.
Core Responsibilities- Own customer outcomes: You are directly accountable for the success of your assigned school accounts.
- Drive onboarding and adoption: Guide schools through the implementation of platform modules, ensuring they reach key usage milestones within defined timeframes.
- Deliver expert training: Lead training sessions (1-on-1 and groups of 10+) with confidence and clarity.
- Provide technical guidance: Troubleshoot issues independently, document clearly, and escalate only when genuinely necessary.
- Proactive relationship management: Conduct regular check-ins, identify at-risk accounts early, and intervene before problems escalate.
- Maintain rigorous customer records: Track all interactions, progress metrics, and health indicators in CRM.
- Identify and execute improvements: Propose and implement process optimisations quarterly – automate repetitive tasks and improve customer experience.
- Meet performance standards: Respond to all customer queries within 24 hours; maintain 90%+ customer satisfaction scores.
- Successfully manage a full customer portfolio independently within 3 months.
- Onboard a minimum of 6 schools per month to proficiency on assigned modules.
- Maintain customer satisfaction score of 90%+.
- Conduct a minimum of 10 training sessions per month.
- Identify and implement at least one meaningful process improvement per quarter.
- £35,000-40,000 base salary.
- A highly experienced and supportive manager who will advocate for your career development.
- 6 monthly pay reviews.
- Work in a fast-growing company with plenty of room for progression.
- 30 days holiday, including bank holidays.
- Work from a modern, well-resourced office in trendy Sky Gardens, Nine Elms.
- Weekly lunches ordered in.
- Vibrant team with weekly post-work pool, darts, and drinks.
- Team retreats.
- Training budget to help you learn and develop your career.
- Opportunity to work in a uniquely high-performance team.
- Regular Mario Kart action!
- Minimum 2 years in customer success, account management, technical support, or similar customer-facing role (SaaS environment strongly preferred).
- Proven track record of managing multiple accounts simultaneously while maintaining high satisfaction scores.
- Demonstrated ability to work autonomously and solve problems independently.
- Proficiency with CRM systems (Salesforce, HubSpot, Intercom, or equivalent) – must have hands-on experience.
- Loves tech, with a strong technical aptitude: Ability to learn complex software platforms quickly and troubleshoot issues independently.
- AI literacy: Comfortable using AI tooling to optimise all aspects of work.
- Exceptional written communication: Professional, error-free, and clear.
- Strong verbal communication: Ability to distil complex technical concepts into simple, actionable guidance for non-technical users.
- Confident presenter: Comfortable leading training sessions for groups of 10+ school staff via video call and in-person.
- High emotional intelligence: Remain calm and solution-focused when customers are frustrated.
- Self-directed: You prioritise competing demands without needing constant oversight.
- Ownership mentality: You treat customer outcomes as your personal responsibility.
- Process-oriented: Strong organisational skills, meticulous attention to detail, and commitment to documentation.
- Proactive problem-solver: You identify issues before they become crises and propose solutions.
- Action-oriented: You move quickly, follow through on commitments, and communicate delays immediately.
- Continuous learner: You actively seek feedback and find ways to improve your craft.
- Genuinely helpful: You derive satisfaction from enabling others to succeed.
- Intellectually curious: You ask "why" and dig deeper to understand root causes.
- Resilient: You handle setbacks professionally and maintain high standards under pressure.
- Collaborative: You escalate appropriately and work effectively with product, sales, and leadership teams.
- Experience in the education sector or working with schools.
- Familiarity with school administration operations.
- Experience with customer success platforms (Vitally, ChurnZero, Gainsight).
- Background in education technology.
We need someone who operates at a high level with minimal supervision. You should be comfortable with ambiguity, eager to take on responsibility, and motivated by customer outcomes. If you need your hand held or prefer structured, repetitive work, this isn't the right fit. This role offers significant growth potential for someone who consistently delivers results. You'll work with a high-performing team that values speed, quality, and impact. If this sounds like you, apply now!
Customer Success Associate - Join an exciting, scaling EdTech and have high ownership of your work in City of London employer: Connecting Education
Contact Detail:
Connecting Education Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Associate - Join an exciting, scaling EdTech and have high ownership of your work in City of London
✨Tip Number 1
Network like a pro! Reach out to people in the EdTech space, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer success. Think about how you'd handle specific challenges and be ready to share your experiences. Confidence is key!
✨Tip Number 3
Show off your tech skills! Be ready to discuss how you've used CRM systems or other tech tools in your previous roles. Highlighting your technical aptitude will make you a more attractive candidate.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Success Associate - Join an exciting, scaling EdTech and have high ownership of your work in City of London
Some tips for your application 🫡
Show Your Passion for EdTech: Let us see your enthusiasm for education technology! In your application, mention why you’re excited about transforming learning and how you can contribute to our mission at StudySmarter.
Highlight Your Customer Success Experience: We want to know about your previous roles in customer success or account management. Share specific examples of how you've driven customer satisfaction and managed multiple accounts effectively.
Be Clear and Concise: When writing your application, keep it professional but also clear and to the point. We appreciate well-structured responses that are free from errors, so take your time to proofread!
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with StudySmarter!
How to prepare for a job interview at Connecting Education
✨Know Your Stuff
Make sure you understand the EdTech landscape and the specific platform you'll be working with. Familiarise yourself with common challenges schools face and how the company's solutions can help. This will show your genuine interest and readiness to engage with customers.
✨Showcase Your Communication Skills
Prepare to demonstrate your ability to explain complex concepts in simple terms. Practice leading mock training sessions or explaining technical issues to a non-technical audience. This will highlight your strong verbal communication skills, which are crucial for this role.
✨Be Proactive
Think of potential improvements or optimisations you could suggest during the interview. This shows that you're not just focused on the role but also on enhancing customer experience and driving success. Bring examples of past initiatives you've taken to improve processes.
✨Demonstrate Ownership
Share examples from your previous roles where you took full responsibility for customer outcomes. Highlight situations where you managed multiple accounts successfully while maintaining high satisfaction scores. This will align perfectly with the ownership mentality they're looking for.
