At a Glance
- Tasks: Lead a dynamic team to ensure customer success and satisfaction in the education sector.
- Company: Fast-growing tech company revolutionising the education sector with innovative solutions.
- Benefits: Competitive salary, performance bonuses, and hybrid working options.
- Other info: Exciting time to join with genuine career development opportunities.
- Why this job: Join a thriving organisation with real opportunities for career growth and impact.
- Qualifications: Experience in leading customer success teams in a SaaS or tech environment.
The predicted salary is between 45000 - 55000 £ per year.
Salary: £45,000 - £55,000 + circa £10,000 bonus
Location: Hybrid Working (Newcastle HQ)
My client is a fast-growing technology software and services provider delivering a market leading solution targeted to the education sector. As part of their exciting growth plans, they are recruiting for a Customer Success Team Manager to lead their Customer Success function in their increasing client portfolio, ensuring customers get the most out of the services provided and are continually supported and trained.
The Customer Success Team Manager does not personally manage customer accounts. Instead, they ensure the Customer Success team, processes, and systems operate effectively to deliver outstanding outcomes at scale.
The Role
- Line manage a team of 5 Customer Success Managers
- Set clear priorities, workloads, and performance expectations
- Coach, develop, and support team members
- Ensure the team has the product and sector knowledge required to serve education customers
- Hire and onboard new Customer Success Specialists
- Take responsibility of customer escalations
- Ensure the broader Customer Success team are fully enabled with:
- Product knowledge
- Release updates
- Best-practice guidance
- Support processes
- Maintain and improve internal documentation, playbooks, and escalation paths
- Proactively identify and manage at risk customers
- Champion customer feedback and advocate for customer needs internally
- Work with the Account Manager to identify opportunities for cross sell and up sell
The Person
- Prior experience of leading a customer success team, in a SaaS or tech environment
- Experience in Customer Success, Support, or SaaS operations
- Strong organisational and people-management skills
- Commercially aware with a customer-first mindset
- Data-driven and comfortable using CRM and support platforms
- Calm, structured, and able to manage competing priorities
This is a fantastic opportunity to join a growing organisation at an exciting time with genuine opportunities for career development and progression. Alongside this they offer a salary of £45,000-£55,000 DOE, and performance related bonuses. The role supports hybrid working with typically 3 days per week at their Newcastle offices and 2 days home-based once you are up-to-speed.
If you feel you have the qualities our client is seeking, please submit your CV and covering letter indicating your current package or for a discreet conversation call our Peterlee office.
Customer Succcess Team Manager employer: Gem Partnership
Join a dynamic and fast-growing technology software provider in Newcastle, where you will lead a passionate Customer Success team dedicated to enhancing the educational experience for clients. With a strong focus on employee development, hybrid working options, and a supportive work culture, this role offers not only competitive salary and bonuses but also genuine opportunities for career progression in a thriving sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Succcess Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gem Partnership. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gem Partnership before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Succcess Team Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gem Partnership:Your cover letter is your chance to shine! Tell us why you want to work at Gem Partnership specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gem Partnership!
How to prepare for a job interview at Gem Partnership
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
