CSM Lead

MySchool is a web-based SaaS platform that helps schools organise their data, streamline their processes and engage with their communities. We’ve been around since 2008 and help over 240 schools worldwide with their daily needs. Whereas we are involved in large and long-term contracts with governments and multinational organisations, we want to outgrow our regional player status to become a global force in the EdTech industry. 

We are a team that is passionate about education and providing the best solutions for administrators, students, and parents alike. Our team is collaborative, fun, and always looking for new and innovative ways to improve the lives of the people we serve. We’re proud of our work/life balance, the diversity and inclusiveness of our team, its drive and professional calibre. Everyone in the company has access to a well-being budget, a self-development budget and a work-from-home budget.

Although we’re HQed in beautiful and centrally-located offices in the sunny island of Malta, our team has the option to work from home. MySchool’s standard benefits are listed on our career page.

As the Customer Success Team Lead, you will be responsible for:

• Growing, supporting and managing our nascent CS and knowledge management team.

• Implementing best practices for our client’s journey, including onboarding, touchpoints, upselling, issue escalations, and turn-around plans.

• Managing key accounts.

• Implementing internal KPI and growth plan.

• Track and report on our client’s strategic product and service needs.

• Collaborating between the Product, Sales and Management teams.

General

• Develop a solid understanding of MySchool’s products and services.

• Collaborate with various departments, including Product, Sales and Management, to enhance the overall customer experience and overall strategic alignment.

Management & responsibilities

• Grow our nascent team and implement CS best practices.

• Coach and support the CS Team with their account management tasks.

• Monitor adherence to SLAs and implement team KPIs.

• Foster a positive team culture and manage team development, including hiring, onboarding, career development and performance management.

• You will initially report to the Head of Products and Projects.

Client Lifecycle

• Manage and review our onboarding process.

• Develop and execute customer success strategies, identifying potential areas for improvement and growth.

• Formalize the process of identifying clients at risk.

• Assist team with executing growth and optimization strategies for our customers.

• Increase user engagement and dependency on our platform.

• Maintain and monitor overall client satisfaction through regular surveys (e.g. NPS) and identify referral potentials.

• Support the team in upsell opportunities.

Key account management

• Manage a portfolio of key accounts.

• Tasks include:

  • Oversee their tickets,

  • Project planning,

  • Product roadmap coordination,

  • Managing our contractual obligations,

  • Manage client's expectations and help them with their organisational issues

Non-negotiable must-haves

• +2 years experience in a CSM leadership position in a B2B SaaS company.

• Experience in managing the complete customer lifecycle.

• Experience in conflict resolution and de-escalation.

• Experience in customer success team management - you love mentoring, leading and contributing to the professional development of those around you.

• Good technical skills and can leverage data, analytics and automation.

Considered a plus

• Experience in the K12 sector,

• French speaking (Intermediate level),

• Experience with Zendesk, HubSpot and CS Management platforms (e.g. Churn Zero, Vitally)