[Hiring] School Success Lead @Crimson Education

Role Description

We're hiring a School Success Lead to own the full post-sales journey for schools, teachers, and students: onboarding, support, engagement, retention, and product feedback. The goal is simple to state and hard to do well: make sure every school that works with Revision Village succeeds with it, and keeps coming back.

It's a leadership role spanning school success, operations, product collaboration, and community engagement, with the scope to build the function and team from the ground up.

School Success & Retention

• Lead the School Success function with proactive engagement that drives satisfaction, retention, and renewals.
• Define success metrics and client health tracking; own escalations and service standards.

Onboarding and Support

• Own onboarding for new and renewing clients, ensuring schools, educators, students, and families adopt Revision Village successfully.
• Build scalable onboarding frameworks, training materials, and implementation playbooks.
• Ensure a smooth handoff from sales into onboarding and ongoing engagement.
• Oversee day-to-day support across schools, tutoring clients, and families, improving responsiveness, documentation, and workflows.
• Build scalable systems for inquiries and issue resolution, and maintain CRM and support tools in an organised and effective manner.

Product Feedback, Strategy & Cross-Functional Collaboration

• Gather and synthesise client feedback into structured, prioritised insights.
• Support the product team with feature prioritisation and representing the user voice.
• Work closely with Partnerships, Product, and Marketing to improve the end-to-end client lifecycle.
• Build reporting across onboarding, retention, support, and satisfaction, and drive operational excellence as we scale.

Qualifications

• 5+ years in client experience, customer success, account management, or operations, with team leadership experience.
• Track record building or improving customer success and support systems, balancing strategy with hands-on execution.
• Strong people management, relationship-building, and escalation skills across diverse stakeholders.
• Ability to turn customer feedback into actionable insights through cross-functional work with product or engineering.
• Proficiency with CRM/support tools (HubSpot, Intercom, Zendesk or similar), strong reporting and spreadsheet skills, and webinar/scheduling platforms (Zoom, Calendly).

Requirements

• Experience with IB and/or international school environments.
• Exposure to product operations or customer experience optimisation.
• Familiarity with customer health scoring and lifecycle management frameworks.

Benefits

• This role is critical to ensuring that every Revision Village user - whether a school, educator, student, tutor, or parent - receives a seamless experience that materially improves teaching and learning.
• This is a rare opportunity to build and scale a globally impactful client experience function inside a fast-growing EdTech company.