Customer Account Manager

Location

UK-based, hybrid role with the flexibility to work from home and/ or from our West London office, plus some travel to visit customers in the UK and internationally.

Reporting to

Head of Customer Team

Contract

Permanent, full-time role

Company Overview

ToucanTech is atech scale-up transforming workflows for school fundraisers and membership associations. Our smart community management platform combines an all-in-one database, website, email, events, payments, and automation tools to help organisations streamline their admin and build stronger, more engaged communities.

Our software is used across 25+ countries by schools, charities, universities, professional associations, and membership bodies, typically in the mid-market (e.g. everything between the small volunteer groups and the large corporate enterprises).

From two founders to a global team of 60+ across the UK, US, Portugal and Australia, we now support more than 500 customers. We’re the biggest provider of fundraising and alumni software to the UK independent school market and aim to become a similar market leader in the Australian and US markets.

Role Overview

ToucanTech is hiring a Customer Account Manager to look after our growing community of

mission-driven organizations across EMEA and the Americas. You’ll be the go‑to person and own the customer success for a portfolio of schools, membership associations, charities, universities, museums and clubs - helping them get real value (and joy!) from ToucanTech’s all-in-one community and membership platform.

In this role you will

• Be a customer champion: You’ll be responsible for your own portfolio of accounts, including educational institutions, membership organisations, and charities.
• Be the product and process translator: Help customers switch from multiple tools to our single platform (CRM, website, email, events, forms, payments and more), test out and suggest smart workflows, share best practice, and not be afraid to get stuck into the product.
• Create customer joy: Build strong relationships with admins and teams at customer organisations and guide them to get the most from ToucanTech.
• Protect and grow revenue: Support renewals, spot upsell opportunities (add-ons, modules, usage bands), and champion high product adoption.
• Be a ToucanTech advocate: You’ll become an expert on the ToucanTech platform, with the ability to guide your customers through workflows and advise on the best solutions and modules for them.
• Be an expert trainer: guiding your customers through the platform and training them into power users through 1:1 training, online and in person.
• Be the voice of the customer: Capture feedback and feature requests, feed into our product roadmap, and work with our team to find smart solutions.
• Show up as a face of ToucanTech: Join webinars, conferences and customer workshops, occasionally jumping on sales or consultant calls to share real customer stories.

This role is for you if you

• Are inquisitive and tenacious - you dig into the “why” behind requests and don’t give up on finding solutions.
• Have experience working within the education, charity, or membership sectors particularly in a fundraising, engagement or data role
• Are tech‑savvy and quick to learn new software (bonus if you’ve worked with CRM, community or membership platforms)
• Love helping customers succeed and have an outgoing, positive, people‑first mindset.
• Are comfortable working remotely alongside time in our London office (plus regular team meet ups in London, along with conferences and visiting customers in the UK and internationally)
• Are willing to flex your hours to accommodate customer calls in the evenings (e.g. for the US)
• Have an international mindset to adapt terminology and context to customers operating in different countries
• Enjoy collaborating across multiple teams - product, sales, marketing, data, design
• Are happy to sometimes flex hours as needed so you can properly support US customers.

What we offer

• Base salary and annual commission
• 24 days holiday per year + public holidays.
• Remote‑first and flexible working hours - with regular team co‑working
• Company laptop and other essential work equipment
• A London office stocked with lots of drinks and snacks and regular team lunches
• A fun, international, diverse team with social events, training and knowledge‑sharing
• A transparent, pragmatic culture with regular internal business updates

Please note: you will need to have a right to work in the UK and/ or Portugal, and ideally a visa that permits travel to the US. Unfortunately we cannot sponsor work visas at this time.

You must also have reliable internet access and your own private working space (as a database company, data privacy is extremely important to us and to our customers).