Customer Success Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Drive Customer Value & Growth

• Take charge of revenue expansion and directly influence net revenue retention objectives.

• Cultivate robust relationships with clients, gaining insight into their goals, challenges, and success factors.

• Actively identify upsell, cross-sell, and renewal opportunities during client interactions.

• Develop account strategies that yield significant impact for customers and foster revenue growth for Cognassist.

• Accurately forecast and monitor account metrics, achieving quarterly revenue targets.

• Customer Engagement & Adoption

• Oversee customer onboarding and activation, ensuring effective integration of Cognassist for clients.

• Provide customized enablement and training to enhance adoption across teams and stakeholders.

• Advocate for the advantages of cognitive profiling and learning strategies with senior client leaders.

• Consultative Partnership

• Perform Customer Impact Reviews, offering insights and definitive next steps to enhance performance.

• Serve as a trusted advisor, introducing innovative ideas, best practices, and solutions that deliver value.

• Collaborate with Sales, Product, and Engineering to ensure customer feedback informs innovation.

• Advocacy & Influence

• Transform customer success into advocacy through case studies, testimonials, and reference clients.

• Engage executives and stakeholders to emphasize Cognassist’s strategic value.

• Aid in timely renewals and confidently negotiate agreements.

• Team Contribution & Best Practice

• Share insights, knowledge, and successful approaches with peers in Customer Success.

• Enhance team capabilities by exemplifying commercial curiosity and proactive customer engagement.

⛳️ Requirements

• At least 3 years of experience in Customer Success, Sales, Account Management, or a related client-facing role.

• Essential experience in SaaS; background in EdTech is a plus.

• Strong commercial insight with a proven track record in renewals, upselling, and expansion.

• Energetic, inquisitive, and driven by creating customer impact and revenue growth.

• Excellent communication and influencing skills, comfortable engaging both frontline users and executives.

• Organized, proactive, and resilient in high-pressure situations.

• Proficient with CRM tools and Excel; confident in using data to guide decisions.

• Experience in the Education and EdTech sector is preferred but not essential, along with a passion for the education industry and the importance of cognition in achieving learner success.

🏝️ Benefits

• EMI company share scheme, allowing you to own a percentage of shares that can lead to substantial monetary value over time.

• Competitive salary.

• Westfield Health cash plan.

• One-on-one Sanctus coaching sessions aimed at supporting personal and professional development along with proactive mental wellbeing assistance.

• Flexible working arrangements.

• A paid day off to celebrate your birthday.

• Aviva Life insurance.

• Workplace Nursery Benefit.

• Long service awards to honor significant employment anniversaries.

• Access to excellent discounts and wider wallet benefits.

• 5% matched pension contribution scheme.

• Pension salary exchange scheme.

• 25 days of holiday plus bank holidays (totaling 33 days).

• Paid wellbeing days, volunteer days, and study days.

• Quarterly All Star award recognition.

• An annual summer company event.

• Modern homeworking technology kit.

• Enhanced maternity and paternity pay.

• And the opportunity to be part of something AMAZING!