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Customer Success Manager
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Hemel Hempstead, England, United Kingdom
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Please notice that this job posting is older than 7 days. It might be deleted by provider site.

Position in Organisation: Reports to Commercial &Partnerships Director.

Closing date: Thursday 29th February 5pm

About Morrisby

Morrisby is an employee owned EdTech company that provides a leading online career guidance platform to secondary schools around the world. We reach around 200,000 young people in over 1,700 schools every year and continue to grow. Our aim remains to help people realise their true potential by supporting them in making optimal life decisions. Morrisby is a friendly company with around 25 permanent members of staff made up of developers, sales and marketing staff, customer success colleagues, finance, and several careers professionals.

Being employee-owned means that members of staff are automatically beneficiaries of the company’s success: they are represented on the governing Trust Board by an employee trustee, who is elected by the staff, and can receive annual tax-free bonus payments each year. The company is run in a transparent and inclusive way, with regular company meetings and opportunities for all to help shape future plans.

Main Purpose of Job

You will be leading a small team of customer success executives, implementing, and shaping good practice; you will work closely with your line manager and the Account Management team to embed product usage and deliver growth through renewals and retention.

This is very much a hands-on-role with a broad set of responsibilities. It will suit someone that wants to play a central role within an organisation and is happy to pull their sleeves up and get things done themselves.

Main Duties

1. Customer engagement: Ensure customer schools are on-boarded effectively (including conducting on-boarding sessions); monitor product usage to ensure the product is embedded in schools’ practice; oversee the renewals and retention process; deliver an overall excellent service to customers, ensuring they receive swift and effective support; monitor customer satisfaction levels; and ensure customer support assets are continuously updated.

2. Team leadership: Oversee the performance of a small team of customer service executives; deliver training and coaching as appropriate; conduct regular 1-2-1s and performance appraisals.

3. Process management: Manage all relevant customer support processes, making the customer experience as smooth as possible, and always optimising for customer satisfaction; define (and continuously refine) customer success best practices and process across the team. This will include input into the overall product development and involve liaison with Account Management and Product Management teams.

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