Customer Success Partner (SAMpeople)

Location: Wakefield (Hybrid)

Salary: £26,000 - £29,000

At Arbor, we’re on a mission to transform the way schools work for the better. 

Central to this mission is equipping Schools with the technology and support to address any challenges they may face, so expanding our product suite and enhancing our customer offering has become an essential priority.

One of these many products is SAMpeople, a cloud based software platform for schools to give them a one-stop shop for their people management.

SAMpeople are Education people specialists; we have a team of leaders who have all worked in education for many years and understand the business challenges that schools and MATs have to deal with day in and day out. 

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. 

The Customer Success team at SAMpeople is the strategic engine dedicated to ensuring our clients achieve maximum value and success from the UK’s fastest-growing education HR system. This team excels at building and maintaining strong, long-lasting partnerships , acting as the primary contact during product rollout and providing strategic advice through tailored success plans. Success Partners are pivotal to retention, proactively engaging with customers to guarantee satisfaction and full software adoption.

We are looking for a proactive and customer-centric Customer Success Partner to join our Customer Success team and help us to ensure our customers achieve success while using our software products. The remit and focus of the role is to build strong relationships, understand customer needs, and provide ongoing support to maximise value from our software products, ensuring high customer satisfaction and retention. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a supportive and communicative person, this is the role for you.

Core responsibilities

Customer Relationship Management:

• Developing and maintaining strong, long-lasting relationships with customers
• Being the primary point of contact for customers during the module rollout phase, addressing their needs and concerns promptly.

Customer Success Planning:

• Collaborate with customers to understand their business objectives and develop tailored success plans
• Monitor customer progress and provide strategic advice to help them achieve their goals

Support & Troubleshooting:

• Providing ongoing support to customers, resolving any issues or challenges they encounter, directing them to the helpdesk and customer education teams as required.
• Work closely with the technical support team to address complex problems and ensure timely resolution

Customer Engagement & Retention:

• Regularly checking in with customers to ensure they are satisfied and fully rolling out our software products.
• Identifying any opportunities for upselling and cross-selling additional features we have here at SAMpeople/Fusion HR.

Feedback and Improvement:

• Collecting and analysing customer feedback to identify areas for product and process Improvement
• Share insights with the product development team to enhance the overall customer experience

Reporting & Documentation

• Maintain accurate records of customer interactions and roll out progress.
• Prepare regular reports on customer success metrics, including satisfaction scores, retention rates and usage statistics

• Proven experience in a customer success, account management or similar role within a SaaS business
• Excellent communication and Interpersonal skills, with the ability to build strong relationships with customers
• The ability to manage multiple customer accounts
• Proficiency with customer success tools and CRM software

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• 25 days annual leave (plus 8 days Bank Hols)
• Your birthday off
• BUPA Healthcare Cashback plan – following successful completion of probation
• Pension Scheme
• Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications
• A cracking team to work with!
• Flexible working – we can offer part time or term time hours to suit you and your family

1. Phone screen
2. 1st stage
3. 2nd stage

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at [email protected].

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice. 

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively  encourage applications from people of all backgrounds. 

Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: [email protected] 

Please note: We are unable to provide visa sponsorship at this time.