At a Glance
- Tasks: Lead the renewals process and drive customer retention in a dynamic EdTech environment.
- Company: Fast-growing SaaS leader dedicated to empowering educators and enhancing children's life skills.
- Benefits: Competitive salary, bonus, and benefits with a hybrid work model.
- Other info: Join a mission-driven company focused on educational excellence and growth.
- Why this job: Make a real impact on education while developing your career in a supportive team.
- Qualifications: Experience in renewals or customer success, strong analytical and communication skills.
The predicted salary is between 40500 - 49500 £ per year.
Are you an accomplished Customer Success or Renewals expert with a passion for high-quality education? Do you excel at leveraging data to maximise retention, and are you skilled at converting 1-year contracts into valuable, long-term 3-year partnerships? I am recruiting on behalf of a fast-growing SaaS market leader in the EdTech space. This client is trusted by thousands of schools and is dedicated to empowering educators with high-quality programmes that provide children with the essential life skills for a happy and healthy future.
We are seeking a proactive, detail-oriented Customer Success Lead to fully own the renewal operations. This is a strategic role that combines team leadership and oversight with hands-on execution. You will be instrumental in driving retention, maximising value and upholding the company’s commitment to outstanding service.
Key Responsibilities & Impact
- Lead the Renewals Process: You will own the end-to-end subscription renewal process and lead the team to exceed the target contract renewal rate.
- Drive Retention & Growth: Strategically focus on converting 1-year subscriptions to lucrative 3-year engagements and increase the overall renewals rate in line with KPI’s.
- Data-Driven Strategy: Analyse renewal trends, churn risks and customer feedback. Use this data to inform process efficiencies and enhance support for schools.
- Customer Communication: Confidently handle objections with empathy, offering solutions that retain value and build trust with school stakeholders.
- Operational Excellence: Maintain accurate customer records in the CRM (HubSpot is desirable) and develop renewal timelines, workflows and reporting dashboards.
Candidate Profile
- Experience: Proven success in renewals, account management, or customer success (ideally in SaaS or EdTech).
- Results-Oriented: A strong track record of working to and exceeding KPIs.
- Analytical Skills: Strong data analysis and reporting skills (Excel, CRM tools, dashboards).
- Communication: Excellent written and verbal communication, negotiation and relationship-building skills.
- Sector Familiarity: Familiarity with the education sector or school procurement processes is a plus.
If you are highly organised, proactive and ready to leverage your skills to support the development of children across the UK and internationally, apply today to learn more about this exciting opportunity!
Customer Success Lead employer: Harvey Thomas
As a leading PropTech SaaS organisation, our client offers an exceptional work environment that prioritises employee growth and development. With a strong focus on service excellence and client engagement, employees are empowered to build meaningful relationships while utilising cutting-edge technology. The collaborative culture fosters innovation and provides ample opportunities for professional advancement, making it an ideal place for those seeking a rewarding career in customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harvey Thomas. 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 Harvey Thomas 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 Success Lead
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 Harvey Thomas:Your cover letter is your chance to shine! Tell us why you want to work at Harvey Thomas 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 Harvey Thomas!
How to prepare for a job interview at Harvey Thomas
✨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.
