At a Glance
- Tasks: Lead and develop the Account Management team to ensure exceptional service for schools.
- Company: Join Educake, a customer-focused company dedicated to supporting schools and teachers.
- Benefits: Enjoy hybrid working, wellbeing hours, and enhanced parental leave after probation.
- Other info: Foster a culture of growth and collaboration in a supportive environment.
- Why this job: Make a real impact in education while leading a dynamic team.
- Qualifications: 5+ years in customer success with leadership experience, preferably in education.
The predicted salary is between 40000 - 50000 £ per year.
About Us
At Educake, we’re committed to delivering exceptional value to our schools and teachers. We pride ourselves on a customer-first approach, building strong relationships and delivering solutions that drive success. As we continue to grow, we are looking for a dynamic, strategic leader to support and develop our Account Management Team. This pivotal role will oversee the Account Management teams, ensuring our schools receive unparalleled service and our business achieves its revenue goals.
Role Overview
The team leader will lead and grow the Account Management team, ensuring schools and teachers have an exceptional experience throughout their journey, from onboarding through renewal to long-term partnership. You will be responsible for building strategies and processes that strengthen relationships, maximise customer satisfaction, and drive retention and growth. As the voice of the customer, you’ll share this knowledge and collaborate across teams to support product, marketing, and operational decisions. In addition to leading the Account Management team, the Team Leader will maintain a portfolio of schools. This hands-on involvement ensures close connection to the day-to-day realities of account management, enables the Team Leader to model best-practice approaches across onboarding, engagement, renewal, and growth, and supports consistently high-quality customer experiences. By remaining directly involved with customers, the Team Leader will lead by example, bring real-time customer insight into coaching and cross-functional collaboration, and continuously refine team processes and standards.
Key Responsibilities
- Lead, coach, and support the Account Management team to deliver consistently excellent service across the full customer lifecycle (onboarding, engagement, renewal, and upselling).
- Maintain a portfolio of schools, taking direct responsibility for onboarding, engagement, renewal, and growth in order to model best-practice account management and stay closely connected to customer needs.
- Develop and implement customer success strategies that drive teacher satisfaction, retention, and growth, working closely with product, sales, and marketing.
- Define, track, and report on KPIs and performance metrics to measure retention, engagement, account growth, and cross-sell effectiveness.
- Collaborate with product, marketing, and operations to improve the customer journey and address key feedback trends.
- Drive the effective use of CRM and customer success tools to ensure accurate forecasting, visibility, and data-driven decision-making.
- Build scalable account management processes that ensure consistency and quality as the team grows.
- Use insights from direct account ownership to inform coaching, refine account management processes, and support effective cross-sell collaboration with sales and other teams.
- Work closely with the leadership team to set business goals and deliver results.
- Foster a culture of collaboration, accountability, and customer-centricity across teams.
- Oversee the onboarding, training, and professional development of Account Managers, ensuring continuous skill growth and a high-performing team.
- Work closely with the customer engagement lead to analyse customer feedback and data to improve processes and outcomes.
Qualifications
- 5+ years of experience in customer success or account management, with at least 3 years in a leadership or mentorship role.
- Proven track record of managing post-sale customer relationships and achieving strong retention and renewal outcomes.
- Deep understanding of the education sector, with experience supporting schools and educators.
- Strong expertise in sales processes, account management, and customer lifecycle, with the ability to teach and explain these concepts to diverse audiences.
- Strong commercial acumen with the ability to manage renewal pipelines and identify opportunities for account growth.
- Excellent coaching, communication, and interpersonal skills with a teaching-first leadership style.
- Ability to foster a continuous learning environment where team members are encouraged to grow, improve, and expand their skill sets.
Benefits of Joining Educake
- Hybrid working arrangements: 1 or 2 days in the Oxford office and 3 or 4 days working from home.
- Dedicated active hour each week to wellbeing/personal fitness.
- After probation: Access to our Cycle to Work scheme.
- After six months: Enhanced maternity and paternity pay.
EDUCAKE Account Manager Team Leader in Oxford employer: Twinkl Ltd.
At Educake, we are dedicated to fostering a supportive and dynamic work environment that prioritises employee growth and wellbeing. Our hybrid working model allows for flexibility between home and our Oxford office, while our commitment to professional development ensures that team members can continuously enhance their skills. With a strong focus on collaboration and customer-centricity, we empower our Account Managers to build meaningful relationships with schools, making Educake an exceptional employer for those seeking a rewarding career in the education sector.
