Head of Customer Success

Job Title: Head of Customer Success

Salary: £55,000 - £60,000

The Business:

Founded by a team of financial experts and ex-MAT professionals, IMP Software has a deep understanding of the challenges facing multi-academy trusts. Our mission is to empower multi-academy trusts with the tools and expertise they need to manage their finances more efficiently and effectively. That's why we're trusted by trusts across the country to provide the only budgeting, forecasting, and reporting software designed specifically for them. From a standing start, in less than 5 years we are now used by most large trusts to help them deliver smarter MAT Finance.

We're proud to be at the forefront of innovation in the MAT finance sector, and we're constantly looking for ways to improve our offering. We work closely with our customers to understand their requirements so that we can tailor our product to their specific needs, and our team is always available to provide expert advice and support.

But at our core, we're more than just a software company. We're a team of passionate and dedicated professionals, committed to helping multi-academy trusts achieve their financial goals. We believe that financial planning should be simpler, more accessible, and more transparent, and we're proud to be leading the way in supporting smarter MAT finance.

At IMP we are very aware that the success of our business will be directly correlated to the quality of the team that we can attract and more importantly retain! Due to this core belief, IMP offers fantastic career progression within a business that places huge importance on the happiness of the team, through our respectful, fun(!) and supportive culture + flexible working, regular socials and funded/encouraged CPD.

Role Description:

You will be a key player in our dynamic customer success team, driving impactful relationships with our 5,000+ schools, ensuring they maximise the potential of IMP Software. You’ll take ownership of customer success, guiding schools in seamless product adoption, troubleshooting challenges, and identifying new opportunities for engagement and growth. If you're passionate about customer success, tech-savvy, and enjoy making a tangible difference in the EdTech space, we’d love for you to join us in transforming MAT finance.

Key responsibilities:

• Ensure best in class customer service at all stages of the customer life cycle to enhance our already excellent levels of customer engagement and retention.
• Lead, support and develop a talented team of success consultants.
• Assess best practice within the team and ensure most effective processes are in place.
• Build scalable processes for training and ongoing support to drive product adoption and increase customer engagement.
• Own key performance indicators (KPIs) like Net Promoter Score (NPS), customer satisfaction (CSAT), customer lifetime value (CLV), and churn rate.
• Report these key metrics to senior management, identifying any areas of concern and proactively designing solutions.
• Collaborate cross-functionally to enhance the customer experience.
• Work closely with our Account Management team to align on customer needs, priorities and renewals.

Skills, experience, and attributes:

• Previous experience managing a high performing customer success team
• Experience within a B2B SaaS business
• Tech-savvy – able to learn how our products work and have conversations around different issues customers might be having
• Confident with managing large customer databases
• A strong communicator
• Problem solver who is used to working in a fast-paced environment
• Experience within the education sector is preferable but not essential

Benefits:

• 27 days of holiday per year plus bank holidays with the opportunity to buy/sell an additional 5 days
• Enhanced maternity and paternity leave
• AXA Health insurance including dental and mental health
• Broadband allowance
• Home office stipend
• Life assurance (4 x basic salary)
• Encouraged and funded CPD