Salary: 30 000 - 45 000 DOE
Contract: full time from August 1st
LOCATION: Hybrid, 3 days per week (Slough)
Information on the company
Our client is a transport management and technology company working with independent schools across the UK. Their mission is simple: help schools manage their transport so they can focus on what they do best. They partner with schools to improve home-to-school bus services and manage sports and trips transport needs end-to-end. Their technology gives parents real-time visibility of their child's journey, including live vehicle tracking, boarding notifications, and delay alerts, while schools benefit from route optimisation, operator procurement, and full booking management.
The company currently works with around 40 schools, predominantly across London and the South of England, with a growing presence in Wales, Scotland, and the Northwest. They have ambitious plans to partner with over 120 schools across the UK by 2028. It's a pivotal moment: they're winning new contracts, expanding within existing school groups, and building a reputation that's opening doors across the independent school sector.
WHAT YOU’LL DO
The Customer Success Manager sits within our Customer Success team and reports into the Head of Customer Success. It is a team of five within a wider business of 12 people. You'll play a pivotal role in the day-to-day experience the school partners have with the company, owning a portfolio of school accounts (roughly 10-16 schools) and being responsible for everything from relationship management and contract performance to incident resolution and identifying growth opportunities. No two days are the same.
Transport is an inherently fast-moving, operationally complex environment, and this role requires someone who can hold their composure when things get busy, communicate clearly under pressure, and lift their head above the day-to-day to think strategically about account health and service improvement.
Act as the primary point of contact for your school accounts, building trusted, professional relationships with Bursars, Commercial Directors, and school office staff
Schedule and lead regular review meetings with key school contacts to assess service performance and satisfaction
Own contract and SLA management: monitor delivery against agreed service levels, identify risks early, and drive resolution across internal teams. SLAs typically cover areas such as customer service response times, vehicle on-time performance, driver compliance (including device login and conduct standards), and booking management accuracy
Handle incidents and complaints with confidence, liaising with parents and schools as needed, and ensuring issues are resolved promptly and professionally
Spot opportunities to improve service efficiency and grow account revenue through upselling and renewal conversations
Contribute to the customer service helpdesk, fielding parent calls and emails and acting as an escalation point
Represent the company externally at school open events, engaging with prospective parents and presenting end-of-term reviews to school leadership
Stay informed on the independent school landscape, understanding key pressure points, academic calendar milestones, and how to be proactive in your support
Work collaboratively across teams, understanding how your role connects to Operations, Sales, and beyond
Travel to schools when required, approximately once a month
What the role looks like in practice
The school clients are businesses. Their parents pay significant fees, both for the school and for the transport, and their expectations are high. When something goes wrong (a driver is late, a vehicle is delayed, standards slip), you'll hear about it quickly. The best people in this role don't get rattled: they respond fast, communicate clearly, and give schools the confidence that they're in good hands.
That said, strong relationships mean that difficult moments rarely become crises. Clear, timely communication is the single biggest driver of school satisfaction, and your ability to build genuine trust with your contacts will define your success in this role.
The ideal candidate…
We're looking for someone who is naturally relationship-driven, calm under pressure, and has the commercial awareness to manage accounts strategically rather than just reactively.
ESSENTIAL
Proven client-facing experience with a focus on contract management, renewals, and customer satisfaction
Track record of positive relationship management, with the ability to build trust quickly and maintain it under pressure
Experience managing complex, fast-moving situations and prioritising competing demands
Comfortable working to and reporting on Service Level Agreements
Experience growing accounts by identifying upsell or expansion opportunities within an existing client base
Proficient in using CRM or database systems to access, collate, and report on data
Experience working on a customer service platform, managing inbound calls and email communications
Proven ability to handle difficult or emotionally charged conversations calmly and confidently
DESIRABLE
Experience working in or with independent schools, or comparable experience with schools more broadly
Familiarity with communicating with parents and guardians in a service context
For the senior banding: experience managing SLA/KPI frameworks and a demonstrable track record of upselling or account growth
CHARACTER
Beyond the CV, we're looking for someone who is:
Resilient and composed, able to absorb pressure and keep going without bringing stress into the team
Flexible: this is a growing business and priorities shift; you need to be comfortable with that
Strategic, with the ability to step back from the day-to-day and think about root causes and long-term account health
A natural communicator, clear, warm, and professional in equal measure
A team player, collaborative, supportive, and a good presence in the office
Great Things About Working Here
You'll join a close-knit, driven team doing meaningful work. The technology we build and the service we deliver genuinely keeps children safe
Real variety: no two accounts, and no two days, are the same
A business in growth mode with the opportunity to develop your portfolio and your career alongside the company
A collaborative, supportive office culture with a team that looks after each other (yes, including hash brown runs in September)
Hybrid working: 3 days in the Slough office, 2 days remote
Company pension
Free on-site parking
25 days annual leave plus UK public holidays
INTERVIEW PROCESS
Stage 1 | Slough Office | 60 mins: Interview with the Head of Customer Success and a Senior Customer Success Manager. Includes structured interview questions and a scenariobased exercise.
Stage 2 | Slough Office | 60 mins: Interview with the Head of Customer Success and a Head of Department from another function (previously Operations). This stage assesses cross-functional fit and gives you a broader picture of the business.
ADDITIONAL NOTES
September is our busiest period and we need you up to speed before it arrives.
The academic year starts in September, and it is by far the busiest and most intense period for our Customer Success team.
The new starter will join in August specifically to train, onboard, and get up to speed, so that when September arrives, they are ready to hit the ground running. During September, the expectation is that all team members are in the office five days a week. This is non-negotiable and is in place to ensure the whole team can support each other through the most demanding period of the year.
We do our best to make it a great environment: team lunches, breakfasts, and plenty of team spirit are all part of how we get through it together. For this reason, we are unable to accommodate holidays during September. Candidates with pre-booked annual leave during this period (beyond a single day for an event such as a wedding) will not be able to progress through the recruitment process. Please bear this in mind before applying.