Senior Customer Success Manager

Job description

The educators you support in this role will transform higher education.

Joining our tight-knit team you will be the first member that is dedicated to supporting our Educators in their journey with Aula. You'll be leading what Customer Success looks like for Aula working alongside our Partner Success team to help create a scalable process that empowers our users to make every learning experience truly engaging. We need a dedicated advocate who possesses impeccable relationship management skills, can take the lead on solving issues, drive maximum value/ success to users, inspire and sell the future of Aula, all while encouraging adoption and expansion.

TL;DR

  • Permanent, £70K (adjusted per location and experience) + amazing package, remote - GMT or EST time zones.
  • Be our first on the ground Customer Success team member that shapes how the process should look.

In this role, you will

  • Create and develop new processes that allow our users to easily onboard and learn the product in the shortest time to impact.
  • Work closely with the different teams at Aula including Account Management, Sales, Operations, and Product, and have interesting, complex conversations about improving Educator Success (focused on retention, satisfaction).
  • Use data to make informed decisions around how we should be designing our processes and where our users are struggling in the product and creating communications out to users to help them at those points.
  • Have conversations with our users to help them through the product and be an Aula advocate.
  • You will always be in meeting with our users - wanting them to achieve their business objectives, advise them on best practices and act as the voice of the customers internally.


Requirements


What you need to do the job

The most important thing about you is that you are curious - even better if that curiosity and care is about the power of education. That way you can relay how pedagogy and technology combined, empower educators to make every learning experience truly engaging.

You:

  • Have strong and open communication style and the ability to develop and maintain relationships with a wide range of senior leaders.
  • Are a resilient problem solver who isn't afraid to think outside the box and get their hands dirty. We expect you to take ownership and be able to execute without defined processes and implicit direction.
  • Have experience creating scalable customer success processes - within a B2C SaaS company.
  • Are always looking for ways to improve and innovate. You understand that this is a small team in a startup that is scaling and are excited to contribute to the Aula story.

A plus if you have:

  • An interest in, higher education and driving systemic impact for students.
  • Experience working in or with companies with demonstrable product-led growth.

About Aula

Our virtues are what makes Aula as an organisation unique.

Our commitment to diversity and inclusion should not be mistaken with building an organisation where 8 billion people would thrive. We lean into what makes Aula unique: we’re building an inclusive, high-performing, organisation where high-performing people are silly ambitious about improving education - at scale.

We judge our virtues by what we do, not what we say

Our Virtues

🚀 Silly Ambitious

🔍 Uncomfortably Focused

🗣 Transparent by Default

A fair chance

Every role in the Aula team is open to applications from all sections of society. We believe in the superpowers and potential of everyone; regardless of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other difference that makes you, well, you.

More than just encouraging your application, we're committed to conscious inclusion that (we hope) cultivates an ethos of belonging, connection and shared purpose. It’s this philosophy that drives us towards our mission, and we open our doors to those who share these motivations.