Customer Success Manager

The Role Customer Success Manager

Welcome to Juniper Education where our mission is to champion educators empowering them to shape future generations. Were more than just a support system; were the driving force that propels schools and Academy Trusts to new heights. With our proven school education management systems and services we address a spectrum of needs ensuring excellence in education.

In the education and tech industry your work directly influences the lives of students and educators. Whether youre developing cutting-edge educational technology supporting school leadership teams directly or designing solutions to enhance the learning experience you could make a lasting and positive impact on the future.

Our mission statement says it all: We look after you so that you can look after our children.

Dedicated to our core values we are committed to:

Empowerment: Equipping everyone with the tools intelligence connections and freedom to make informed decisions recognised and respected by all.

Purpose: Supporting everyone to reach their highest potential thereby enabling all children to achieve theirs.

Passion: Because we love what you do youre at the heart of everything we do.

Innovation: Delivering meaningful solutions with expertise and creative thinking to influence the ever-changing world of education.

Collaboration: The cornerstone of our success as it enables us to collectively harness diverse perspectives and strengths ensuring that together we achieve more than we could ever do alone. Every voice counts!

About the Role

As we continue to expand our offering and welcome new customers this is a great time to move into Success and play a key role in supporting retention adoption and long-term engagement. If youre passionate about building relationships solving problems and showcasing value wed love to hear from you.

The Customer Success Manager is responsible for engaging with our Service customers who may show signs of cancelling their subscription or becoming disengaged.

Youll have meaningful empathetic conversations to uncover concerns highlight new product improvements and present tailored solutions to help retain customers and reduce churn.

Youll collaborate closely with colleagues across Sales and Support to resolve issues and deliver an outstanding customer experience.

Key Responsibilities

• Proactively contact customers who have requested cancellation or shown signs of disengagement
• Hold empathetic solution-focused conversations to understand dissatisfaction and address concerns
• Present retention strategies and highlight platform value including new features product enhancements and win-back offers
• Educate customers on resources training and updates such as reports improved navigation and new functionality
• Collaborate cross-functionally to solve customer pain points and ensure a seamless experience
• Document customer feedback and share actionable insights to inform product and service improvements
• Track and report on key metrics including churn rate win-back success and customer sentiment
• Help deliver a customer experience that builds trust loyalty and long-term success

What Were Looking For

• Excellent communication and active listening skills you build rapport quickly and confidently
• Proven ability to turn around at-risk accounts and handle sensitive conversations with empathy
• Comfortable presenting value propositions and commercial offers tailored to customer needs
• Analytical mindset youre curious about the why behind churn and how to prevent it
• Target-driven resilient and motivated by achieving meaningful customer outcomes
• Familiarity with CRM and Customer Success platforms (e.g. Salesforce Gainsight HubSpot) is a plus

Why This Role

This is an exciting time to move into Customer Success as we continue to grow and evolve our platform and bring even more value to our customers. Youll be at the heart of ensuring that users get the most from our products and that they stay with us long-term.

We look after you so that you can look after our children.