Customer Success Manager

Location: London, once per month

Salary: £32,000 + OTE

Are you looking for a customer success role in a fast-growing business where people are at the heart of everything we do? Would you like to work within a socially conscious organisation that is making a real impact in the education sector?

The company

The Key is the country’s most trusted provider of knowledge and know-how to education leaders determined to make a difference. We provide authoritative, up-to-the-minute sector intelligence, tools, services and resources that give leaders the knowledge to act.

The role

We are looking for a Customer Success Manager to join our Customer Success team. As a Customer Success Manager at The Key, you will ensure our members receive the best possible experience throughout their membership journey by providing valuable engagement at each lifecycle stage from onboarding through to renewal.

• Work closely with your colleagues in the sales team to ensure members are given a smooth transition between the pre and post-sale touchpoints.
• Be accountable for the success of onboarding your members.
• Make proactive engagements to encourage usage, membership, up-sell, referrals, renewals, support with using the service and gathering member feedback.
• Delivery of overall account portfolio growth via renewal and upgrade targets.
• Reporting to the team on the areas you are responsible for to help ensure personal and team objectives are being met.
• Be an ambassador for the member, working closely with colleagues in product, engineering, content and marketing to ensure our services deliver exactly what the member needs.
• Hold others across the business to account when experience levels are not met.
• Contributing to the ongoing development of the Customer Experience strategy in partnership with the Customer Success Team Lead, Customer Director, and Head of Sales.

The ideal person

Must have:

• Experience in customer success, sales or relationship management.
• Exceptional time management and prioritisation methods.
• Knowledge of, or interest in the UK education sector.
• Good influencing and negotiation skills.
• A genuine passion for our members and a motivation for providing an outstanding experience throughout their member journey.
• Possess good command of written and spoken English to produce high quality, accurate written materials.
• Awareness and understanding of commercial acumen as well as the importance of retention.
• Tech savvy - particularly with CRMs, reporting and Microsoft Office programmes.
• Excellent communication skills that allow for strong cross-team collaboration.
• Curiosity and proactiveness to drive improvement.

Nice to have:

• Experience within a membership or subscription based organisation.
• Knowledge of Salesforce CRM and/or Zuora subscription platform.
• Ability to collate and present data to develop a case for a particular course of action.
• Can work creatively to resolve problems and develop new initiatives.
• Be willing to take on cross-team responsibilities, working with others to achieve wider team goals and development.

Why work for us

We place huge importance on caring for and developing our people. If you join us you can expect a good work-life balance and the training and support you need to succeed in your role and continue to progress. We are a socially conscious company, but one that also likes to have fun. We offer a generous holiday allowance, flexible hours, buying and selling holiday, enhanced maternity pay, free breakfast, fruit, and drinks, regular socials and much more.