Senior Customer Success Manager (Maternity Cover)

Location: Remote-first, occasional onsite

Salary: up to £45,000 + bonus + car allowance

Maternity Cover - 7 month fixed term contract until May 2027 (with the potential for a permanent position)

Application deadline: Friday 26th June

About us

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. 

About the role

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. 

Core responsibilities

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