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Edurio is on its way to improving education quality globally and we’re looking for great people to help us grow rapidly!

We help schools and school groups survey their parents, pupils, and staff to build organisations where people thrive. We currently work with over 2000 schools in the United Kingdom and Latvia and are planning to grow significantly next year.

We're looking for a Customer Success Manager that can help drive us forward towards our commercial and customer experience goals.

Reporting to: Head of Customer Success
Direct reports: 0

Responsibilities:

• Accountability for the NET revenue retention of your customer portfolio - we believe that recurring revenue comes from delivering recurring impact. You will need to be commercially comfortable whilst also very customer outcome orientated. Both are of equal importance.
• Project management of survey launches - our product can be quite technical and bespoke. You will need to be able to manage various stakeholders internally and externally to keep the flow of survey implementations moving, and occasionally need to step in and support our implementation managers with technical survey support.
• A knowledge of the UK education sector - we work primarily with Multi Academy Trusts but also International Schools, Independent Schools and individual State Schools. To support providing recurring impact, you’ll need to be able to speak their lingo.
• Advising customers on what a good survey looks like - whilst not a prerequisite for the role, you will need to be willing to learn what good survey questions consist of and be able to advice your customers on how they should be framing questions in their surveys.
• Gathering and using data for positive outcomes - conducting a survey with Edurio is just the first step on a school improvement journey. After the survey, you will be required to interpret survey responses and articulate recommendations to your customers, and partner with them to keep them on track.
• Advocacy - In equal measure, you will be required to advocate for our customers to your colleagues in other teams as well as being an advocate for the Edurio principles with our customers.
• Feedback - The feedback culture at Edurio is strong, and baked into both how we operate day-to-day internally and within our value proposition to our customers. You will need to be able to give and receive feedback well, and use it to communicate changes and recommendations.

Experience you’re likely to have:

• Excellent verbal and written English skills
• An understanding and/or keen interest in the education sector, or previous EdTech experience
• A positive track record of meeting commercial targets e.g. value retention and new business
• A demonstrable desire to deliver wonderful experiences for customers
• Creating structure in ambiguous situations and work with others or alone to improve process
• Working with a bespoke technical solution

The attitudes we’d like to see:

• It is important to challenge the views of others
• Giving and receiving feedback is valuable
• Development should be driven by customer benefit
• It is important to talk about our failures and successes openly
• A commitment is very important to be honoured
• People can be trusted
• We should seek help when stuck
• It is important to get better at what we do

What we offer:

• Experience in an ambitious international startup and a chance to impact education quality all over the world
• A feedback based work culture which highly values transparency and team well-being
• A clear focus on your personal growth
• Flexible work hours and location (fully remote for UK applicants, remote or hybrid for Latvian applicants)
• Unlimited vacation policy
• Starting gross salary: £33,000 - £40,000 per annum + company share options

What we think you’d like to know:

• The Customer Success team is moving away from being survey implementation minded to more increased focus on maximizing lifetime customer value
• We’re in our early stages - our goals for the next 12 months include cleaning our data, building customer health scoring tactics and build processes that scale
• We have big growth ambitions as a company with lots of decisions to make on what direction that might take us in
• Customer Success is genuinely at the heart of the business
• We don’t have Account Managers in the business or similar roles that handle renewal and expansion conversations. You will have those conversations, as well as guiding customers on their school improvement journey and journey with Edurio