Customer Success Manager

As a Customer Success Manager at Education Perfect, your primary responsibilities include building strong relationships with key school contacts, helping them unlock the full potential of their EP subscription, and driving product adoption. You will deliver both in-person and online professional development sessions to ensure educators are well-equipped to succeed with the platform. Regular check-ins, proactive risk management, and collaboration with internal teams will also be crucial to your role.

The ideal candidate for the Customer Success Manager position at Education Perfect will possess teaching experience, either in primary or secondary education, coupled with a passion for supporting student success. Experience in presenting or delivering training sessions is essential, along with familiarity with online learning platforms. Strong communication, coaching, and problem-solving skills are key attributes for thriving in this role.

Education Perfect places a strong emphasis on ongoing professional development for the Customer Success Manager role. You'll have access to various development opportunities, including training programs and resources from EP's Learning Hub. The company also encourages career growth within different areas of the business, ensuring that you continue to evolve in your professional journey.

At Education Perfect, the work environment is flexible and supportive, with options for remote and hybrid work arrangements. The company values employee well-being and offers numerous benefits such as a wellness allowance, communication allowances, and additional leave days. You will be part of a diverse and inclusive team that celebrates individuality and encourages creativity.

While prior experience using Education Perfect is a plus and can give you an edge, it's not a strict requirement for the Customer Success Manager role. The company values candidates with teaching experience and a strong passion for education, making it possible for those who are new to the platform to excel through training and support.

To build strong relationships with schools, I would start by investing time to understand their specific needs and challenges. I believe in active listening and being present during interactions. I would maintain regular communication, such as check-ins and follow-up discussions, to ensure they feel valued and supported. Personalizing our engagement based on their feedback fosters trust and loyalty.

In my previous role, I noticed low engagement with a key product feature. I organized workshops to educate users on its benefits and collaborated with them to develop tailored usage plans. By tracking progress and providing supportive resources, we achieved a significant increase in adoption metrics, which enhanced overall satisfaction and usage.

To prevent churn, I would prioritize proactive communication and early identification of at-risk schools. Establishing regular check-ins and gathering feedback allow me to address concerns before they escalate. I would also demonstrate continuous value by showcasing new features and case studies, ensuring schools recognize the benefits of staying with Education Perfect.

I would approach a difficult conversation by first actively listening to their concerns and showing empathy. It’s essential to acknowledge their frustration and ask probing questions to understand the root causes. After gathering their insights, I would collaborate with them to propose actionable solutions and reassure them of our commitment to their success.

As a Customer Success Manager, I would track metrics such as product adoption rates, renewal rates, customer satisfaction scores, and engagement statistics. These metrics provide insights into how schools utilize the EP platform and help identify areas requiring improvement or additional support.

I tailor my professional development sessions by first assessing the experience levels and learning styles of the participants. For instance, I would use case studies and collaborative workshops for more advanced users while providing foundational training for beginners. My goal is to engage everyone by creating an inclusive atmosphere that adapts to their specific needs.

Collaboration is vital for a Customer Success Manager. By working closely with internal teams, such as product development and sales, I would share valuable feedback that informs enhancements and strengthens our offerings. Additionally, collaborating with schools allows me to tailor our approach, ensuring we address their unique needs effectively.

To stay updated with the latest trends in EdTech, I would regularly attend industry conferences, engage in relevant webinars, and follow thought leaders in the space on social media. Subscribing to industry publications and participating in local EdTech meetups can also provide insights into emerging technologies and their applications in education.

In a remote work setup, I prioritize tasks by utilizing project management tools to organize my workload. I categorize tasks by urgency and importance, ensuring I meet deadlines without overlooking critical projects. Additionally, maintaining open communication with my team through regular updates and status meetings helps to align our efforts efficiently.

My motivation to work in education stems from my deepest belief in empowering students to succeed. As a Customer Success Manager, I find fulfillment in helping schools leverage tools that facilitate impactful learning experiences. Seeing the positive outcome of our efforts on students’ lives inspires me to drive success, making each day at work meaningful.