Customer Success Team Lead

ROLE SUMMARY:

Job Title: Customer Success Team Lead
Company: Academy21, part of the Inspired Education Group
Contract: Permanent
Working Hours: Full time – 37.5 hours
Location: Remote, UK Based
Salary: circa £45,000 - 50,000 per annum dependant on experience plus performance bonus
Start date: December 2025
Additional Benefits: Life Assurance, Employee Assistance Programme, Healthcare Cashback, Pension

We are seeking to appoint a Customer Success Team Lead to join our well-established team within Academy21, the leading provider of online Alternative Provision education.

As Customer Success Team Lead, you’ll lead and guide a team of nine regional customer administrators through an exciting journey of change and growth. With new technology freeing us from manual processes, you and the team will be focusing on what really matters: delivering exceptional onboarding, creating memorable customer experiences, building long-term relationships, and unlocking new opportunities through cross-selling and upselling.

This role requires a proactive approach, excellent leadership skills, operational excellence and the ability to work collaboratively with multiple stakeholders.

KEY RESPONSIBILITIES:

• Provide day to day support, guidance and motivation to the team.
• Create customer success processes, workflows and best practices: develop and refine customer success playbooks, identify best practices and standardise processes to ensure consistency across the team.
• Analyse customer data to identify trends and opportunities: focus on areas for improvement, using insights to inform team strategies and optimise processes.
• Handle escalations and complex customer issues: manage and resolve high-priority issues, ensuring timely and effective resolution.
• Participate in strategic account reviews: providing insights and recommendations to drive customer growth and retention.
• Work with the Business Development team to manage every aspect of the customer journey
• Providing mentorship: as Team Lead, mentor and guide your team members, helping them develop their skills and advance in their careers.
• Quality Assurance: evolve a QA Framework and conduct regular QA assessments across customer communications.
• Facilitate team meetings and foster collaboration: lead regular team meetings, encourage knowledge sharing, and foster an environment of open communication and transparency.

THE IDEAL CANDIDATE WILL HAVE:

• Strong previous experience in a leadership role within a high volume, quality-driven customer success environment either in B2B or B2C.
• Effective leadership and team management skills, focused on developing high performing team.
• A customer-centric approach, with a passion for helping customers succeed.
• Excellent communication and interpersonal skills.
• Highly developed tech skills – preferably with a strong working knowledge of Microsoft Dynamics and Excel.
• Commitment to quality assurance, operational excellence and detail orientation.
• Experience of hands-on customer relationship management.
• Experience of the EdTech sector and/or working with UK schools/education is desirable but not essential
• Experience of working and managing teams, in a 100% remote model is desirable

SAFEGUARDING STATEMENT

Inspired Education Group is committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers and other third parties to share this commitment. Safer recruitment practices and pre-employment background checks will be undertaken before any appointment is confirmed.

SCHOOL APPLICATION FORM

Please download and complete our inspired UK Application form and submit alongside your CV. 

Inspired Application Form