Arbor Education

2 Jobs

300 Employees

About the Company

With Arbor, over 7,000 schools and trusts reclaim hours every week, see the data that matters clearly, and support their staff with the tools, time and insight to work at their best.

Listed Jobs

Company Name: Arbor Education
Job Title: Product Manager
Job Description

United kingdom

Remote

24-09-2025

Company Name: Arbor Education
Job Title: Customer Success Manager
Job Description: **Job Title** Customer Success Manager **Role Summary** Drive adoption and high‑value outcomes for secondary school and MAT customers using Arbor’s MIS platform. Manage a portfolio of accounts, design data‑driven digital journeys, conduct health checks, mitigate risks, and identify upsell opportunities to increase customer satisfaction and renewals. **Expectations** - Deliver measurable outcomes for each customer, ensuring return on investment. - Maintain a holistic view of account health, anticipating and addressing issues before renewal. - Collaborate with Partner Managers and internal teams to mitigate risks and secure commercial success. - Continuously deepen product expertise and stay updated on industry trends. **Key Responsibilities** - Define and measure outcome targets for each customer using system knowledge and Customer Success principles. - Conduct regular health checks, prepare and deliver review meetings (termly/annual). - Design, implement, and adjust digital customer success journeys for segmented customer groups. - Analyze data to evaluate journey impact against KPIs and apply insights for improvement. - Manage a named list of MAT and secondary school accounts, setting and hitting success targets. - Identify and qualify upsell/cross‑sell opportunities; hand off leads to Partnership Management. - Advise customers on system configuration, data services, training, and professional services. - Manage risk through established processes in collaboration with commercial partners. - Utilize Gainsight, Zendesk, or equivalent tools for customer engagement and health tracking. **Required Skills** - Proven experience in a SaaS Customer Success or similar role. - Strong understanding of school/MAT MIS systems and education industry dynamics. - Data‑driven analytical skills with the ability to translate insights into action. - Excellent stakeholder management and communication; able to influence senior leaders. - Experience designing and managing customer success digital journeys. - Risk management mindset and experience collaborating with commercial teams. - Familiarity with Gainsight and Zendesk (highly preferred). **Required Education & Certifications** - Bachelor’s degree in Business, Education, Information Systems, or equivalent practical experience. - No mandatory certifications, though knowledge of Customer Success frameworks or SaaS metrics is advantageous.

Leeds, United kingdom

Hybrid

13-11-2025