Customer Onboarding Manager

Location: Leeds, Hybrid

Starting Salary: £35,000

About us

At Arbor, we’re on a mission to transform the way schools work for the better. 

We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day. 

Our MIS and school management tools are already making a difference in over 12,500 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days. 

At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn. 

About the role

We are looking for an experienced Customer Onboarding Manager to join our Implementation team and help us successfully onboard and manage relationships with customers during their implementation phase as well as provide support with training and data migration.

Core responsibilities

Project Scoping & Planning

• Formulate comprehensive project schedules, aligning milestones to safeguard the client's critical day-one operational objectives.
• Define and agree project boundaries, implementation requirements, and data migration timelines directly with educational partners.

Stakeholder Relationship & Account Management

• Nurture strong, transparent relationships with key sponsors and project owners throughout the entire customer onboarding lifecycle.
• Steer internal and external calls and meetings, ensuring lines of communication remain clear and commercial priorities are fully aligned.

Implementation & Data Migration Governance

• Coordinate and monitor complex data migration tracks, maintaining data integrity during software transitions to the Arbor MIS platform.
• Interpret raw customer and school data to accurately diagnose specific operational needs and customise delivery workflows.

Risk Mitigation & Escalation Management

• Engineer effective mitigation plans to address implementation risks, issues, and changing dependencies dynamically.
• Serve as the primary escalation point for project bottlenecks, protecting overall delivery quality and resolving roadblocks efficiently.

Training & System Adoption Delivery

• Coordinate user support structures and specialized training programmes to ensure school workforces hit their adoption targets.
• Cultivate deep technical and functional knowledge of the Arbor MIS platform to answer client queries with total product authority.

Project Controls & Executive Reporting

• Manage highly compressed, concurrent project lifecycles leveraging robust operating instincts and disciplined project tools.
• Prepare client-facing compliance documentation and present project trajectories confidently during formal Executive Status Meetings.

About you

We’re looking for someone with proven professional experience in a Customer Onboarding, Project Coordinator or Project Management role. Beyond that, we’d love to see:

Essential

• Proven professional background operating within a Customer Onboarding, Project Management, Project Coordination, or specialised software role.
• Demonstrated experience steering organisations through complex systems change management and navigating agile delivery frameworks.
• Exceptional communication skills with a track record of building trusted relationships with senior corporate or academic stakeholders.
• Strong analytical acumen, including the ability to utilise CRM platforms and operate spreadsheet software (Excel/Google Sheets) at a high technical level.
• Demonstrated adaptability within an entrepreneurial, fast-paced, and highly results-oriented workplace culture.
• Willingness to travel frequently to UK client sites for a minimum of 10% of total working hours.

Desirable

• Prior professional experience implementing software inside an Enterprise SaaS ecosystem.

• Domain knowledge of Management Information Systems (MIS) or operating frameworks within Multi-Academy Trusts (MATs) and sixth-form colleges.  

What we offer

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas
• Life Assurance paid out at 3x annual salary
• Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks 
• Private Dental Insurance with Bupa 
• Salary sacrifice Pension provided by Scottish Widows
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay
• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
• Access to services such as Calm and Bippit (financial wellbeing coaching) 
• All of our roles champion flexible working and we are happy to discuss what this means to you
• Social committees that plan team, office and company wide events to bring people together and celebrate success
• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
• Volunteer with a charity of your choice for a day each year
• Dog friendly offices!

Interview Process

1. Phone screen
2. 1st Stage
3. Task
4. 2nd Stage

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at [email protected].

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice. 

Arbor Education is an equal opportunities organisation

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively  encourage applications from people of all backgrounds. 

Refer a friend 

Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: [email protected] 

Please note: We are unable to provide visa sponsorship at this time.