Senior Customer Success Manager (Maternity Cover)

At Arbor, we’re on a mission to transform the way schools work for the better. 

We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day. 

Our MIS and school management tools are already making a difference in over 12,500 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days. 

At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn. 

We are looking for a strategic, collaborative and customer centric Senior Customer Success Manager to own and help us grow our highest value Multi Academy Trusts and Local Authorities. You will be the face of our organisation, responsible for advising customers on the art of the possible in Arbor, ensuring they realise the maximum return on investment - driving adoption and strategic expansion, ultimately contributing to our excellent retention and account growth rates. 

Drive value realisation: The Senior CSM will use their in-depth system knowledge, deep education industry knowledge and understanding of the principles of Customer Success to work alongside our top tier customers (a named list of our highest value accounts) to:

• Define measurable business outcomes
• Conduct regular Success Reviews
• Drive full product adoption
• Present outcomes in clearly detailed and well managed Success Plans

Stakeholder management: Build and nurture relationships with customer C-suite and key operational stakeholders to ensure Arbor is indispensable to their business operations

• Carry out regular on-site meetings with customers to agree on and measure progress to outcomes; confirm next steps and functionality roll out plans; discuss outstanding risks; general check in to maintain positive relationships 

Risk management: Proactively carry out and monitor health checks and platform usage, intervening to raise and manage risks for their named list of accounts. 

• Work closely with the relevant Partnership Manager (who will manage commercial risks) and other internal stakeholders to mitigate.

Commercial growth: Identify upsell, cross-sell, and expansion opportunities, collaborating closely with Partnership Management colleagues, to protect and grow Net Revenue Retention (NRR). 

Effective cross-functional advocacy and collaboration: The Senior CSM will work extremely closely with colleagues across the business 

• Translate complex customer feedback and unmet needs into actionable insights for our Product and Engineering teams.
• New relationships will need to be fostered and existing ones developed and maintained, with the continuous aim of advocating as the voice of the customer.

Technical expertise: The Senior CSM will bring a deep understanding of Arbor's products and services, which enables them to provide technical guidance and advice to customers and must be committed to continued learning and deepening their understanding of the Product

• Work with customers on configuring or adjusting system configurations
• Advising on data services, integrations and APIs
• Discussing system architecture
• Advising on relevant training and Professional Services that would be of benefit

• Strong School/MAT/LA background preferred
• Experience of Arbor MIS preferred
• 3+ years of experience in a SaaS business in a customer success focused, customer facing role beneficial
• Data driven: Experience with Gainsight and AI tooling would be beneficial to track KPIs and measure customer success
• Strategic thinker: Ability to understand business goals and align SaaS capabltilies to solve their specific challenges
• Relationship builder: Exceptional communication and negotiation skills with a track record of managing executive stakeholders. 
• Adaptability: Ability to perform in a fast moving, dynamic environment and work independently with strong time management skills.
• Willingness to travel frequently to customer sites a minimum of 20% of your time

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas
• Life Assurance paid out at 3x annual salary
• Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks 
• Private Dental Insurance with Bupa 
• Salary sacrifice Pension provided by Scottish Widows
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay
• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
• Access to services such as Calm and Bippit (financial wellbeing coaching) 
• All of our roles champion flexible working and we are happy to discuss what this means to you
• Social committees that plan team, office and company wide events to bring people together and celebrate success
• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
• Volunteer with a charity of your choice for a day each year

1. Phone screen
2. 1st stage
3. 2nd stage

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at [email protected].

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice. 

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively  encourage applications from people of all backgrounds. 

Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: [email protected] 

Please note: We are unable to provide visa sponsorship at this time.