Founded in 2013 by Nadim M. Nsouli, Inspired is backed by investors such as Stonepeak, GIC, TA Associates, and the Oppenheimer and Mansour family offices. The Group is experiencing 20% per annum growth through acquisition, greenfield site expansion, and the development of existing schools within its portfolio. In 2023, Inspired was recognised by Beauhurst as one of the UK's top 10 highest-value private companies.

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.