Sales and Customer Success Manager

About Us

Top IB Tutors is a private tutoring company offering online tutoring to students completing the International Baccalaureate. This is a curriculum taught around the world, particularly in international schools. We are rapidly growing and need someone to join the team to be the main communication point for students, tutors and parents.

As a Sales and Customer Success Consultant, you will be speaking with parents and students and helping them enrol in tutoring with Top IB Tutors. You will also provide support to customers as they go through the tutoring process ensuring they are satisfied with the service.

If you enjoy speaking to people, are great at making connections and really organised, this is the perfect role for you.

What you’ll be doing

• Calling inbound leads and exploring tutoring options with families (students, parents and guardians), understanding their goals and confidently recommending the right tutoring solution

• Managing a sales pipeline to ensure we hear back from as many applications as possible and performing follow-ups

• Performing tutor matching – using our database and advanced matching technology and your judgement to match each student with the right tutor

• Responding promptly to enquiries across phone, email, SMS and other channels, providing clear, friendly and professional support

• Managing escalations when there are problems – listening carefully, de-escalating, proposing solutions, and coordinating with tutors and the wider team to resolve issues quickly

Organising paperwork and sending out contracts - delegating tasks clearly and making sure they’re completed accurately and on time

• Working closely with the Managing Director to refine sales scripts, email templates and customer success processes, and to continually improve our funnel and retention

• Conducting scheduled check-in calls with families to ensure they’re happy, gathering feedback, and identifying opportunities for extra support (more sessions, additional subjects, siblings, exam prep, etc.)

• Collecting feedback and storing this in relevant places so everyone can see

Requirements

We have listed the following requirements as guidelines for what we are generally looking for in candidates. However, we recognise that talent comes in many forms and different experiences. If you believe you have transferable skills and experiences that would make you a good fit for this role, even if you don't meet every requirement, we encourage you to apply.

• Enjoys talking to people and helping families and students make a difference in their lives

• Ability to build rapport quickly over the phone, creating trust and connection in a short time

• Experience in a customer-facing role (sales, customer success, account management, hospitality, or similar)

• Sales skills: comfortable managing a pipeline of leads, following up, asking good questions, and confidently asking for the sale

• Strong verbal communication skills: confident on the phone and video calls, able to explain things clearly and professionally

• Comfortable handling objections – listening carefully, understanding concerns, and responding in a calm, reassuring and persuasive way

• Customer problem-solving and support: able to unpack issues, provide empathetic support, and resolve situations so that families, students and tutors all feel heard and satisfied

• Diligent note-taking and organisation: able to keep detailed, accurate records of calls, decisions and next steps

• Performance-driven: strong track record of achieving KPIs and thriving in dynamic, fast-paced environments

• Ability to resolve problems

Some other nice-to-haves:

• Experience in education sales or selling a service-based offering

• Experience regularly speaking with prospective customers in a customer-facing role

• Proven ability to manage a sales pipeline end-to-end

• Proven ability to convert leads into customers

• Passion for helping students achieve academic excellence

Why apply?

• Performance bonus: structured performance incentives with clear KPIs (conversion, retention and customer satisfaction) so strong results directly increase your earnings

• Skill development: receive training in sales and customer support, plus a budget to invest in courses or external training if you’d like to grow faster

• Have your voice heard: you will be a critical member of the team whose input and day-to-day work will be instrumental in maintaining us on our impressive growth trajectory

• Remote work: work normal working hours (9AM to 5PM)

• Dynamic work environment: work with a growing start-up who every day is looking to push the business forward, try out new things and overcome any challenge

• Live your best life, inside and outside of work: we encourage reasonable hours, unplugging after work, and taking leave when you need it – your wellbeing matters as much as your performance

• Have real impact for our customers: help shape the future success of thousands of students by providing them the best quality tutoring services that enable them to maximise their academic success in school

This role is an excellent opportunity for someone who wants to make a real impact in education and thrives on helping customers, speaking with families over the phone, and confidently closing deals.