We have identified the need for a Customer Success Manager, which will be a key position within the existing Customer Success Team that now has a broader remit across all UK brands. The purpose of the role is to maintain the existing school engagement product customers, specifically our Parentapps client base, while utilizing the group brands at your disposal to upsell and mitigate churn. This role includes responsibilities for customer success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g. renewals, cross-sell, etc.). The Specialist will empower customers to achieve their goals through smart utilization of our software, which in turn ensures loyalty and a high rate of retention. In addition to developing relationships with clients and becoming a trusted advisor, the This role is responsible for upselling and contract renewals for a strategic segment of our customers. They will have a strong understanding of their customer’s success objectives and the ability to identify and articulate how our solution supports achievement of the customer’s ambitions and goals. They will manage the customer experience across their segment of customers meeting.
Manage agreed customer success outcomes and strategy
Maintain customer records and practice good CRE hygiene
Regularly report back to the business on progress of agreed KPIs
Review and adapt motions to minimize churn and maximize revenue
Continue to broaden or develop professional services revenue
Maintain and extend existing contracts for as long as viably possible
Review usage statistics to spot ‘at risk’ customers
Minimize churn by mitigating non-product related loss reasons
Use creative methods to improve client NPS
Leverage business tools and reporting to validate assumptions and analyze trends
We are looking for someone who brings…
2+ years’ experience in customer-facing sales, support and/or retention within software organizations
Good knowledge of the products and a passion for the market segment they serve
Ideally a combined background of post-sale and sales experience
Strong empathy for customers and their needs
Demonstrated desire for continuous learning and improvement
Excellent communication and presentation skills
Relevant degree or equivalent qualifications agreed retention and usage targets
About VenturEd Solutions UK
VenturEd Solutions UK comprises of market-leading education technology companies trusted by over 18,000 school establishments. Our family of products provide customers with tangible benefits by reducing costs, offering your staff more time to focus on their priorities and working alongside your leadership teams to achieve your strategic priorities.
Our suite includes communications, payments, analytics, data integration solutions, and school website design. Home of Groupcall, Teachers2Parents, SchoolMoney, BehaviourWatch, SchoolPod, Parentapps, WisePay, Assembly, and Xporter.
Full personal membership to our private healthcare, AXA PPP
25 days of holiday, plus the bank holidays
Generous paid sick leave
Enhanced paid parental leave
Membership to our Death in Service Insurance scheme which provides 4x your salary to your loved ones
Generous salary sacrifice pension scheme
VenturEd Solutions is an equal opportunity employer, committed to being a successful, caring and welcoming place for all employees. We want to create a supportive and inclusive environment where our employees can reach their full potential, without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered, and the diversity of people’s backgrounds and circumstances will be positively valued.
We therefore treat everyone on the basis of their talent and cultural capability, and nothing else.
VenturEd Solutions aims to achieve equality by removing any potential discrimination due to protected characteristics defined in the Equality Act 2010.
All persons hired will be required to
Verify their identity
Provide proof of the right to live and work in the UK
Complete and satisfy any pre-employment checks
Click below to email our recruitment team. Please attach your CV and state the title of the position you are applying for.