Customer Success Manager

At Tutor Easily, we help teachers and tutors build and grow successful online tutoring businesses.We’re growing quickly and are looking for an experienced Customer Success Manager to join our team immediately.You’ll be responsible for owning the client journey, building strong relationships with our clients, keeping them accountable, identifying blockers before they become problems and making sure clients are continuously progressing towards launching and growing their tutoring businesses.You’ll work closely with our clients as well as our internal team to make sure projects move forward smoothly.ABOUT THE ROLEYou’ll manage a portfolio of Tutor Easily clients from onboarding through to implementation and growth.A large part of your role will be communicating directly with clients through Slack and regular calls, understanding exactly where they are in the programme and making sure they know what they need to do next.You’ll also coordinate with the wider team to ensure deliverables are completed and keeping clients regularly updated.You’ll be:• Building strong relationships with clients and becoming their main point of contact• Holding regular client catch-up and progress calls• Understanding each client’s business, goals, offer and target market• Keeping clients accountable to agreed actions and deadlines• Monitoring client progress through each stage of our programme• Clearly communicating what clients need to work on next• Following up internally to make sure client deliverables are completed on time• Helping clients navigate our systems, training and software• Reviewing client questions and bringing in the correct team member when specialist support is required• Gathering feedback from clients and communicating recurring issues or improvement opportunities back to the business• Spotting clients who may be becoming disengaged or frustrated and intervening early• Celebrating wins, tracking results and helping clients maintain momentum• Maintaining excellent records of client conversations, actions and next steps• Helping us continuously improve the Tutor Easily customer journey as we scaleYOU AREA natural relationship builder: you can quickly build trust while still being comfortable holding people accountable.Extremely organised: you can manage multiple clients, conversations, deadlines and internal team members without things slipping through the cracks.Proactive: you don’t wait for a client to chase you. You identify what needs to happen next and make it happen.Commercially aware: you understand that great customer success means helping clients achieve meaningful business results, not simply keeping them happy.A problem solver: when something is blocking a client, your instinct is to find the solution.Confident on calls: you’re comfortable leading conversations, asking difficult questions and giving clients clear direction.Calm under pressure: you can handle demanding clients or unexpected problems professionally.Accountable: if you say something will happen, you make sure its ready for the client.YOU’LL NEED• Previous experience in Customer Success, Account Management or Client Success• Experience managing multiple clients/accounts simultaneously• Strong written and verbal communication skills• Experience running client meetings and progress calls• Excellent organisation and follow-up skills• Experience working in a fast-paced online business, agency, coaching company or startup is highly desirable• Experience working with Slack, Google Workspace and CRM/project management systems is beneficialMost importantly, we’re looking for someone who genuinely cares about the success of their clients and takes ownership / initiative of the outcomeThis is an IMMEDIATE START position.If you’re an experienced Customer Success Manager who enjoys building relationships, solving problems and helping clients get results, we’d love to hear from you.