Customer Success Associate – Join an exciting, scaling EdTech and have high ownership of your work

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 elevate only when truly 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.

Performance Expectations:

• 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.

A highly experienced and supportive manager who will advocate for your career development, with 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. Enjoy weekly lunches ordered in, a vibrant team with weekly post-work pool, darts, and drinks, team retreats, and a training budget to help you learn and develop your career. Opportunity to work in a uniquely high-performance team – if you're someone who is impatient for progress, then this is the place you'll thrive.

Required Qualifications:

• Experience: 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.
• Technical Skills: 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.
• Communication & Interpersonal Skills: 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.
• Working Style: 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.
• Personal Attributes: 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 elevate appropriately and work effectively with product, sales, and leadership teams.

Strongly Preferred (but not required):

• 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!