Customer Success Manager

Customer Success Manager Team: Customer SuccessReports to: Head of OperationsLocation: Newmarket, Hybrid (2 days on-site) Hours: 32 hours | Monday to Thursday 9am-5pm & Friday 9am-1pm (no salary sacrifice) Salary: £45,000 - £55,000 Who we are and whatis important to us:Secure Schools is an innovative ed-tech start-up on a mission to lead the education industry in adapting and overcoming threats to computer systems and networks. We achieve this by providing schools and multi-academy trusts with a first-of-its-kind,one-stop-shop cyber security management app (pretty cool, right? ). Uniquely positioned as highly specialist in both cyber security and education - our laser focus and deep understanding of schools enables us to offer exceptional products and services to anindustry with contextual challenges. Our relationship with leadership teams, IT departments, and service providers allows us to be ruthlessly independent, providing impartial intelligence that schools can trust.Job snapshot:As part of our growth journey, we'relooking to appoint a Customer Success Manager. This is a newly created opportunity and our first hire within the customer success space so you'll play a key role in shaping customer experience and processes. You'll be a people person who enjoys interactingwith a diverse range of individuals and someone who enjoys doing things differently (we love new ideas!). We're innovative in our way of thinking, and we encourage our team to be too, so you'll have full reign in shaping the immediate responsibilities whilstlooking at the future remit of the role. What you'll be doing: Build and nurture key relationships through top-class customer service Build the team that will become the Customer Success department Build upon and explore current customer relationships to maximisecustomer acquisition, retention and revenue generation Define, implement and track key customer metrics Report on key metrics and define strategy to improve performance where required Develop and implement customer growth strategy alongside the leadershipteam Onboard new customers and tailor inductions to accommodate customer needs and requirements Act as the first point of contact and strive towards first contact resolution, championing best practices Understand stakeholders' needs and provide the supportthat results in their success with Secure Schools Maintain an innovative mindset by always looking to streamline processes and improve how things get done Support stakeholders via phone, video calls and email Research and network with appropriate groups tomaximise new opportunities Provide advice and guidance to colleagues within Secure Schools to support wider business objectives in areas of expertise Collaborate with wider teams to further define and expand the scope of existing opportunities Contributingto the design and implementation of new and existing software products and infrastructure to ensure customer experience is at the forefront of our thinkingRequirementsWhat we're hoping you'll bring: Proven track record in a customer focused role, includingimprovement and implementation of processes, customer acquisition, retention and revenue generation Experience in defining and tracking key customer metrics Hands-on experience growing a team with demonstrable success in scaling operations Previous experiencein leading a team with the ability to influence and coach through a period of growth Sound knowledge of customer practices Technology background (nice to have) Ability to learn a evolving sector and understand how best to support it Natural in identifyingand approaching new ideas Ability to prioritise workflow and ensure deadlines are met Ability to influence and learn in an ever-changing environment Excellent communication skills, both written and oral with a high degree of attention to detail Good attitudetowards individual and team success Ability to use systems and software to improve individual & team efficiencies BenefitsWhat you'll get:The Secure Schools team are driven, ambitious and creative. Together we problem solve, disrupt and innovate - all in just32 hours a week.We firmly believe that success comes from a positive and supportive working environment, where individuals are encouraged to bring new ideas to the table and continually develop and expand their own skills.Our aim is to elevate each team memberthrough a number of initiatives, allowing everyone to do their best work no matter their background or circumstances. With this we've worked hard to create comprehensive and adaptable benefit packages, although you can expect the below as standard: Flexibleworking schedule/work from home opportunities Onsite gym and well-being (quiet room) facilities Buying and selling holiday scheme (unlimited) Additional holiday for length of service Your birthday as an extra holiday day, on us! Annual allowance for volunteeringdays Monthly and fully-funded lunch club, for everyone! Comprehensive wellness programmes (think meditation retreats and continuous access to wellbeing apps/initiatives) Enhanced maternity, paternity and adoption benefits Electric Car Scheme Cycle to WorkScheme Eye examination scheme Financial contribution to the set up of work from home environments Use of new and leading technology in the form of apple and microsoft products Frequent company funded social events Office closure between Christmas & New YearAccess to continuous learning and development opportunities Comprehensive employee referral scheme Casual Dress Code In addition to the above, you'll have access to our ‘take your pick' benefits scheme which is tailored specifically to you!