Proactive retention & renewal management
Own the renewal process for school accounts
Contact customers in advance of their contract end-dates to discuss renewal options and ensure retention
Design and manage automated email workflows to remind administrators about upcoming renewals
Monitor usage data to identify "at-risk" schools (low usage) and intervene before they churn
Onboarding & adoption
Engage with new school customers immediately after subscription to ensure they are set up correctly
Drive adoption by ensuring purchased licenses are actually assigned to teachers
Create resources or templates that help school administrators understand how to get the most out of the platform
Financial administration & friction removal
Act as the bridge between the School and our Finance team to ensure smooth payment processing
Investigate and resolve payment discrepancies, specifically matching bank payments to open invoices to prevent service interruption
Assist schools with vendor forms, tax documents, and invoice queries to remove administrative barriers to purchase
Specialised customer support
Handle a portion of the general support queue, specifically focusing on tickets related to school plans, license management, and billing
Serve as an escalation point for complex B2B queries from the wider support team

Experience: Minimum of 3 years’ experience in Customer Success, Account Management, or a B2B Customer Support role (SaaS experience preferred)
Commercial mindset: Understanding of the customer lifecycle and the importance of churn reduction.
Tech-savvy & process oriented: Comfortable working with data and CRM tools. You are capable of managing workflows for thousands of customers, not just one-off emails
Financial literacy: Comfortable dealing with invoices, purchase orders, and basic reconciliation tasks
Communication: Excellent written and spoken English (C1/C2 level) with the ability to negotiate and persuade, not just troubleshoot
Remote work: Proven ability to work independently in a fully remote environment with a reliable Internet connection
Desirable:
Experience using support / CRM platforms (e.g. Zendesk, Intercom, HubSpot) to set up automated sequences or macros
Experience in the EdTech sector or working with schools (understanding school budget cycles and procurement processes)
Background in identifying upsell opportunities (e.g., noticing a school needs more seats and facilitating that growth)

Schools Account Manager

Key skills