School Success Partner (Customer Success)

School Success Partner

Reports to: CEO

Location: Remote

About TopSchool

TopSchool is a fast-growing AI education platform working with public and private schools internationally. Our platform supports teachers, school leaders, students, and parents through Personalised Learning AI (PLAI) - designed to adapt to real school contexts, not idealised ones.

We don't believe AI rolls out. We believe AI adoption is earned, guided, and co-designed with educators. That's where this role comes in.

About the Role

The School Success Partner (SSP) is the single accountable owner of school success once a school joins TopSchool;

• You are not customer support.
• You are not sales.
• You are not a passive trainer.

You are the main point of trust between:

• schools and their teachers,
• school leadership and strategy,
• an evolving AI product and real classroom needs.

If a school is: confused, frustrated, resistant, slow to adopt, or struggling, you are the first person involved. This role is deeply meaningful and genuinely demanding.

What You'll Be Responsible For

School Onboarding & Adoption (Core Accountability)

• Lead schools through onboarding from first setup to confident daily use
• Train teachers and leaders in practical, classroom-relevant ways
• Grow teacher confidence, daily active usage, and depth of use
• Support schools across different time zones, adjusting working hours when needed

Success here is not they attended training, it's teachers choosing to use the platform in their real work and making a measurable impact in the school.

Relationship Ownership & Expectation Management

• Act as the primary contact for schools, leaders, and champions
• Handle resistance, confusion, fear of AI, and occasional frustration or aggression
• Manage expectations when the product cannot (yet) do what a school wants
• Represent TopSchool clearly, calmly, and honestly, including saying no when needed

You are expected to absorb pressure so schools feel supported and heard.

Feedback Product Systems

• Translate messy, real-world school needs into actionable product feedback
• Help schools design good feature suggestions (not just requests)
• Understand the product development process well enough to guide schools realistically
• Contribute ideas, patterns, and insights that help the product to scale and meet the evolving needs of schools in the AI age

Documentation, Notes & Insight Capture

• Capture detailed notes from meetings, trainings, and school interactions
• Maintain accurate school records that directly inform:
• AI behaviour
• product improvements
• onboarding systems
• Treat documentation as core infrastructure, not admin

If you dislike note-taking, this role will not suit you.

Training Content & Resource Creation

• Create clear, practical training materials and resources for schools
• Adapt content for different school contexts and maturity levels
• Confidently deliver live training, workshops, and sessions
• Share learnings internally and externally where appropriate

SEN & System Design Contributions

• Contribute expertise and insight into SEN-related use cases
• Advise dedicated teams on:
• SEN workflows
• inclusive design
• practical classroom application
• Support schools in applying AI thoughtfully to diverse learner needs

This approach applies to SEN and other specialist areas.

Retention & Long-Term Success

• Act as the first responder when a school relationship is at risk
• Support renewals through strong adoption, trust, and outcomes
• Understand that commercial outcomes are lagging indicators of your work

What This Role Is Actually Like

The Hard Parts

• You will repeat explanations, often
• You will work without finished processes, always
• You will support schools who are:
• overwhelmed
• sceptical
• under-resourced
• emotionally stretched
• You will not always get product changes as fast as you want
• You will manage time across schools, countries, and time zones

This is a fast-growth startup role with real momentum and real pressure.

The Rewarding Parts

• Teachers tell you the platform gave them time back
• Schools gain confidence using AI responsibly
• Students receive more personalised support
• You help shape how AI is used in education during a critical moment in human history and educational reform

Who Thrives in This Role

You'll do well here if you:

• Are calm under pressure and comfortable with ambiguity
• Don't get easily overwhelmed or frustrated with stakeholders/customers
• Can train educators confidently and empathetically
• Enjoy systems thinking and pattern recognition
• Are open to change and continuous learning (AI expertise can be learned)
• Care deeply about helping teachers succeed in real classrooms
• Can represent a company clearly and responsibly

Who Usually Struggles

This role is not a good fit if you:

• Need fixed processes and clear answers upfront
• Dislike documentation and structured note-taking
• Become frustrated easily with slow adoption
• Prefer narrow role boundaries
• Want a low-emotional-labour role

Experience & SkillsRequired

• 5+ years in EdTech or 8+ years teaching / school leadership
• Excellent English and cross-cultural communication skills
• Strong understanding of school environments
• Confidence running live training and workshops

Nice to Have

• Familiarity with the various education systems around the world
• Experience supporting SEN or inclusive education
• Prior exposure to AI tools (not required, but helpful)

Growth Path

• Start hands-on as a School Success Partner
• Move toward autonomy within 3 months
• Grow into:
• Growing a team and leading other SSPs
• designing scalable change frameworks
• shaping system-wide adoption programmes

Working at TopSchool

• Fully remote (options for working in team offices as we grow)
• Flexible working hours
• 23 days annual leave
• Annual all-team retreat
• Pathway to company shares
• Travel opportunities
• Senior mentorship
• Work at the forefront of AI in education

How to Apply

Apply: Send your CV and AI-written cover letter (include your prompt/process!) to [Confidential Information]