Customer Success Team Leader

MySchool is a web-based 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 anywhere in the world.

This position is open to candidates located in Malta with a right to work in Malta. Please do not apply for this job unless you are physically located in Malta.

As the Customer Success Team Lead you’ll lead and work with your support team to build strong relationships with each of our independent and enterprise customers as well as providing coaching and mentorship to the team. This role will require a deep knowledge of the types of challenges our schools face as well as learning the MySchool product and it’s features, inside out, to a moderately technical level. You will work closely with Product, Development and Sales teams to ensure communication is fluid, and that customer success KPIs and business goals are monitored, acted on and achieved.

You will work with, and report directly to the head of operations and manage a team of CSMs and 1st line support.

• Develop a deep understanding of the MySchool system to a moderately technical level.

• Manage a portfolio of school and school network accounts.

• Ensure all customer journey touchpoints are managed, including onboarding, health checks, retention and other opportunities

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

• Coach team on customer success best practices

• Collaborate with other MySchool teams to ensure there is clear communication and alignment

• Manage escalations and ensure the escalation process works well.

• Collect customer data and work with Product to prioritise customer features and requests.

• regular customer health checks - results of which are prepared for communication to other MySchool teams,

• proactively analyse and be involved with improving the on-boarding process,

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

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

• 5+ years Customer Success or Account Management experience in a B2B SaaS environment.

• Strong technical skills, technically savvy and has an interest in leveraging data, analytics and automation.

• Strong collaboration, time-management, influencing and prioritisation skills are critical to the success of this role.

• The ability to build and maintain relationships internally and with customers.

• Excellent listening, presentation and communication skills at all business levels.

• The ability to partner with customers in developing their strategic direction.

• Well travelled and culturally aware.

• French speaking (Intermediate level)

• Experience with Zendesk and Hubspot CRM

• Degree in Computer Science, Engineering or equivalent.