Customer Success Manager (UK - Remote)

Overview:  

Vivi is the only wireless screen mirroring and digital signage tool designed for education. We help IT help teachers help students with classroom technology that enhances collaboration, control, and creativity.  

Vivi exists because we all had that one teacher who changed our life, who went above and beyond to serve as a role model and sage. They guided discussion, connected with their students on a personal level, were just as engaging and entertaining as they were educational, and they created a dynamic learning environment by constantly involving students.

Personalised learning environments have been proven to deliver better educational outcomes for individuals through increased participation and engagement. To successfully create such an environment requires a fluid, visual dialogue between teacher and student. This is why Vivi exists. Vivi is used by over 825,000 teachers and students around the world and is setting out to provide tangible solutions to the enormous education industry with our high-growth, ambitious, and creative team. In this rapidly evolving technology landscape, Vivi is always looking for new ways to disrupt the classroom experience, enhance customer journeys, and expand globally.

The Role:   

Reporting to the VP of Customer Success, your primary role is building long-term customer relationships, actively managing the success of a large book of business and providing a world class, white glove customer experience in every interaction. You will be responsible for coordinating the successful deployment of the Vivi Solution to both new and existing Schools and MATs to ensure high adoption, usage, retention and expansion of Vivi.   

Major duties include following key client metrics, deploying timely and effective proactive outreach campaigns, running virtual and onsite teacher trainings and implementing effective at-risk intervention strategies. You will guide our clients towards full adoption of Vivi and will collaborate with Sales, Marketing, Support and Product to identify opportunities to expand the relationship and use of the platform. 

The position is 100% Remote, however, there will be an expectation of some travel. 

Responsibilities:   

• Drive adoption, retention, and expansion among customers by understanding their needs, defining success criteria, and crafting success plans to help them achieve their goals.  
• Execute successful customer kick-off and onboarding and run virtual and onsite product training.  
• Develop collateral for best-in-class onboarding and product training modalities and ongoing best practices for teachers and district administrators.  
• Own, manage and drive success with multiple stakeholders.  
• Develop a thoughtful understanding of your customers’ schools and their core goals.  
• Actively manage the health and success of a portfolio of assigned customers, serving as their main point of contact. Proactively communicate product updates, best practices, and success insights.  
• Strategize with sales, marketing and product teams throughout the onboarding, nurturing and renewal Customer Success journey to achieve mutually beneficial long-term goals.  
• Identify and communicate with at-risk customers and implement retention strategies.  
• Prioritize customer requests to maintain a high degree of confidence and trust.  
• Some travel required.

Required Skills:  

• 2+ years of SaaS CSM or account management experience in K-12 or higher education.  
• You excel at building relationships—you establish rapport, listen, and earn your customers’ trust  
• Excellent time-management skills, detail-oriented and with a strong focus on serving the customer.  
• You proactively work to mitigate churn and handle objections to renew and expand accounts  
• Ability to work in a fast-paced and changing environment.  
• Excellent communication and interpersonal skills. You’re a people person!   
• Ability to resolve customer questions and issues both independently and with collaborative team efforts. You love solving problems and delighting your customers!   
• Demonstrated success in adopting new technology.  
• Strong written and verbal communication skills.  
• ability to conduct training online and in-person.

Bonus points for:   

• Prior experience working at an EdTech Startup. 
• Prior experience in EdTech sales or account management.

What we can offer you:

• L&D Budget – we offer each employee an annual L&D budget to assist with furthering their skills
• Give back to the community with our Volunteer Program
• Birthdays off each year