Customer Success Manager

The Role | Customer Success Manager

Welcome to Juniper Education, where our mission is to champion educators, empowering them to shape future generations. We're more than just a support system; we're the driving force that propels schools and Academy Trusts to new heights. With our proven school education management systems and services, we address a spectrum of needs, ensuring excellence in education.

In the education and tech industry, your work directly influences the lives of students and educators. Whether you're developing cutting-edge educational technology, supporting school leadership teams directly or designing solutions to enhance the learning experience, you could make a lasting and positive impact on the future.

Our mission statement says it all:
We look after you, so that you can look after our children.

Dedicated to Our Core Values, We Are Committed To

• Empowerment
  :
  Equipping everyone with the tools, intelligence, connections, and freedom to make informed decisions, recognised and respected by all.
• Purpose
  :
  Supporting everyone to reach their highest potential, thereby enabling all children to achieve theirs.
• Passion
  :
  Because we love what you do, you’re at the heart of everything we do.
• Innovation
  :
  Delivering meaningful solutions with expertise and creative thinking to influence the ever-changing world of education.
• Collaboration
  :
  The cornerstone of our success as it enables us to collectively harness diverse perspectives and strengths, ensuring that together, we achieve more than we could ever do alone. Every voice counts!

We’re looking for a proactive and customer-focused Customer Success Manager to play a key role in retaining and re‑engaging customers. This role is responsible for working with customers who have indicated they wish to cancel their subscription or who are identified as being at risk of leaving.

You’ll take the time to understand the reasons behind disengagement, address concerns where possible, and clearly communicate the value of our platform, including new features, improvements and retention offers. Working closely with internal teams, you’ll help reduce churn and drive long‑term customer satisfaction and loyalty.

• Proactively contact customers who have requested cancellation or shown signs of disengagement.
• Hold empathetic, solution‑focused conversations to uncover the root causes of dissatisfaction or non‑use.
• Present tailored retention strategies, including product enhancements, new features and win‑back offers.
• Educate customers on the full of the platform, signposting them to training, resources and recent updates (e.g. reports, navigation improvements and new functionality).
• Collaborate closely with Product/Services, Sales and Support teams to resolve customer issues and improve the overall experience.
• Capture and document customer feedback, sharing insights internally to support continuous product and service improvement.
• Track and report on key retention metrics, including churn rate, win‑back rate and customer sentiment.
• Deliver a positive, consistent customer experience that builds trust, loyalty and long‑term engagement.

• Previous experience in Customer Success, Account Management or Retentions, ideally within a SaaS or EdTech environment.
• Excellent communication and active listening skills, with the ability to quickly build rapport.
• Proven experience handling sensitive or challenging conversations and successfully retaining at‑risk customers.
• Confidence in presenting solutions, value propositions and commercial offers.
• Strong analytical mindset, with the ability to identify churn drivers and recommend data‑led improvements.
• Resilient, target‑driven and motivated by achieving positive customer outcomes.
• Experience using CRM and Customer Success platforms is desirable.

• 2‑stage interview process.

We are committed to a fair and comfortable recruitment process. If you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at (Use the "Apply for this Job" box below).

• Day 1 right to company sick pay.
• Enhanced annual leave…