About Us

Education Companion is on a mission to streamline how schools manage and resolve parental concerns.

As we move from pilot to our first major rollout, we’re looking for a hands-on, proactive Customer Onboarding & Success person to design and deliver the onboarding and support experience for schools - ensuring every user gets value fast, and their feedback directly shapes our roadmap.

You’ll be our first hire in this space, so this is a rare chance to build the foundations of customer success from the ground up, including: playbooks, training sessions, help guides and learning materials.

Key Responsibilities

Design the onboarding journey:

Create workflows, checklists, and materials that guide schools from first login to confident daily use - ensuring every school can go live seamlessly.

Deliver training & support:

Lead online webinars, run short training sessions, and occasionally visit schools in person to onboard staff and headteachers. You’ll also build out the help centre and FAQs.

Be the voice of the customer:

Capture insights from every school - what’s working, what’s confusing, and what they wish existed - and feed this back to our Product and Dev leads to inform the product roadmap.

Manage day-to-day support:

Act as the first point of contact for schools, answering questions, diagnosing issues, and escalating complex cases quickly and clearly.

Own success metrics:

Track activation, satisfaction, and renewal rates, and work with Sales and Product to continuously improve.

Collaborate across teams:

Work closely with Sales on handovers, Product on feedback, and Marketing on how we communicate value and celebrate success stories.

Experience & Qualifications

3-5 years’ experience in Customer Success, Implementation, or Product Operations, ideally within a SaaS and / or EdTech company.
Proven experience building onboarding or support systems from scratch - not just working within existing ones.
Strong communication and presentation skills - equally confident leading a webinar, writing a clear support article, or speaking with a headteacher or MAT CEO
Demonstrated ability to balance empathy with efficiency, maintaining strong SLAs without sacrificing customer experience.
Actively looking to work in a small, fast-moving startup where responsibilities evolve quickly.

Skills & Attributes

Empathetic & patient:

You stay calm under pressure, listen actively, and build trust with users quickly.

Strong communicator:

You can explain technical concepts clearly and naturally to non-technical audiences.

Problem solver:

You enjoy getting to the root cause of issues, find practical workarounds, and turn lessons into lasting improvements.

Versatile “doer”:

You’re comfortable wearing multiple hats - from creating onboarding content to running customer webinars.

Team player:

You collaborate across disciplines, keep communication flowing, and put the customer at the centre of decisions. You enjoy being an all-rounder who is happy to muck in.

Compensation & Benefits

Salary: £35,000 - £40,000 per annum

Early-stage perks:

Opportunity to define and grow a brand-new function
Direct access to founders and opportunity to have influence over product direction
Flexible working hours and hybrid working arrangements
Scope to progress quickly as the company scales

Why Join Us?

This isn’t a standard support role - it’s a chance to build something from the ground up.

You’ll define how Companion supports and delights schools, shape the processes that underpin our growth, and directly influence how thousands of teachers and leaders will experience our product.

If you’re passionate about support, excited by SaaS, and ready to join a small, ambitious team on the cusp of scale - we’d love to hear from you.

To Apply:

Send your CV and a short note explaining why you’d thrive in this role to hello@educationcompanion.com

Customer Onboarding & Success Manager