Due to continued growth, we have an exciting opportunity for a Customer Success Manager to join our team. If you're passionate about delivering exceptional customer service and helping organisations get the most from technology, we want to hear from you.

MyNewTerm is on a mission to digitise recruitment in education and connect schools and candidates directly. In a nutshell, we are a digital SaaS platform enabling schools and multi-academy trusts to manage recruitment fully online. In just a few years, we’ve grown rapidly and today MyNewTerm connects tens of thousands of candidates with schools every year. Developed by teachers, we pride ourselves on our moral purpose and our extremely high levels of customer service.

As a Customer Success Manager, you will play a key role in supporting the onboarding and ongoing success of schools and trusts using MyNewTerm. You will help ensure customers adopt the platform effectively, receive excellent support and gain maximum value from their subscription.

You will be joining a dynamic, ambitious team who all share a passion for using technology to transform recruitment in education.

The role of a Customer Success Manager

In this role, you will collaborate closely with colleagues across Operations, Sales, and Marketing to support new and existing customers. A large part of the role involves delivering online training sessions (from 1:1 to large groups), so strong presentation skills and confidence speaking to groups are essential.

As MyNewTerm continues to evolve, you will develop deep product expertise and use this knowledge to support customers, answer queries and identify opportunities to improve the customer experience. You will need to be highly organised, proactive, and comfortable working in a fast-paced environment.

Main responsibilities:  

• Deliver onboarding and setup for new schools and trusts through live online walkthroughs and occasional in-person sessions.

• Provide ongoing training and support to existing users.

• Develop strong product knowledge and use it to investigate customer issues before escalating when needed.

• Build and maintain positive, long-term relationships with customers.

• Work closely with Operations, Marketing, and Sales to understand customer usage, insights and opportunities.

• Support the creation and improvement of systems and processes within the Customer Success function.

• Contribute to new market expansion as the platform continues to grow nationally.

• Create and maintain user guides, videos and support content to improve customer understanding.

• Handle customer queries via telephone, online chat, email and ticketing tools.

• Ensure every customer receives a consistent, high-quality experience.

Required Skills, Qualifications & Experiences: 

• Confidence and competence in delivering online presentations to both small and large groups.

• Excellent communication skills, both written and verbal.

• Highly organised with strong attention to detail.

• Able to learn new systems quickly and explain technical information clearly.

• Comfortable handling a wide range of customer queries.

• Process-driven mindset with the ability to help develop and refine internal workflows.

• Team player with strong initiative, ownership and problem-solving skills.

Desirable qualifying experiences (the nice-to-haves!): 

• Experience in a Customer Success or Account Management role.

• Experience working in the education sector or with multi-academy trusts.

• Experience in creating processes or documentation for customer-facing teams.

• Experience in training roles (e.g. teaching, training, onboarding) or similar environments.

What we offer

• The opportunity to join a fast-growing company at the forefront of a booming market.
• Exciting career development opportunities as the company scales.
• Competitive salary and Company Bonus Scheme.
• A flexible, dynamic, and supportive team culture.
• 31 days annual leave (including bank holidays), rising with service.
• Life assurance (x3 salary) and income protection scheme.
• Cycle to Work and Techscheme.
• Occupational pension scheme.

Reasons to work at MyNewTerm

• Fantastic team culture.
• Exceptional staff retention.
• Clear investment in developing and growing talent from within.
• Weekly visibility of team achievements.
• Strong product-market fit with an impactful mission.
• Highly responsive to customer feedback.
• A reputation for over-delivering to customers.
• A product loved by schools, MATs and candidates.

Job location:

This role is based at our office at Wrest Park, Silsoe (MK45 4HR) with home working available on Fridays. There may be occasional requirements to attend meetings or promotional events at other locations.

Working pattern:

• Full-time, 37.5 hours (Monday to Friday, no weekends).
• All-year-round (52 weeks).

Key Dates:

Closing date:  Monday 18th May 2026

Start date: Flexible

Please note, we may close the vacancy prior to the deadline. Early applications therefore are highly encouraged. 

Questions?

Should you have any questions please do not hesitate to get in touch using the contact details below. 

Sounds like we're a match? 

Apply by completing the application form at MyNewTerm addressing how you meet the required Skills, Qualifications and Experiences above in your personal statement (we do not accept CV’s). We look forward to getting to know you! 

Or, know someone who would be a perfect fit? Let them know by sharing this vacancy!

A note for recruitment agencies  - we prefer to hire directly. We will be in touch if we need you.