Customer Success Manager

Classlist is a rapidly-growing Software as a Service (SaaS) provider based in Oxford, UK. Our app helps schools and parent teacher associations to create private, moderated social networks. Parents and parent associations use these to connect, share helpful information, organise events, find volunteers, trade items and fundraise. Classlist is used by over 300,000 parents by schools in more than 20 countries.

Classlist’s app offers a wide range of functionality. As is typically with SaaS platforms, some schools use everything and quickly adopt new features, whilst others need help to make use of all the benefits. Classlist’s base service is free but we also offer premium packages with additional functionality.

As Customer Success Manager you are responsible for managing our existing school accounts. This will include new school inductions. You will also gather and synthesise customer feedback from existing schools for our Product Development and Marketing teams.

Your success will be measured by:

• Parent activity levels at existing schools
• Number of existing schools upsold to premium services
• Pipeline and cadence of new schools onboarding
• Quality of marketing and product insights delivered to other teams

Responsibilities:

• Monitor and segment existing and newly recruited schools according to the type of account intervention needed
• Develop strategies for automated and high touch intervention per segment
• Assist in designing automated interventions
• Design and implement high touch interventions, work with teams and if required channel partners executing these
• Identify potential new or early stage Classlist customers, and work with the Classlist and if required partner school sales team to onboard these
• Design process for systematically obtaining customer feedback, collect feedback, and pass back to product management and marketing teams

Requirements:

• A minimum of 3 years experience of enterprise account management with a SaaS provider
• Experience with both high touch and automated approaches to account management
• Experience with sales and account management in the UK education sector, and ideally with international schools. Demonstrated hands on ability to build long term relationships with key accounts
• Strong customer focus: ability to understand customer motivations; define customer journeys and decide when to intervene
• Demonstrated ability to upsell to existing customers and spot new potential customers
• Ability to detect customer trends and provide data-driven insights
• Ability to develop metric-based reporting systems and set realistic, measurable targets.
• Team player continuously looking to work together with others and optimise team outcomes
• Familiarity with sophisticated CRM tools such as Hubspot not essential but a plus