Customer Success Manager – Education

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

📋 Description

• Manage relationships for accounts that hold strategic importance, potential for growth, or require enhanced engagement, leveraging a comprehensive Customer Success Management (CSM) approach. Conduct Executive Business Reviews (EBRs), establish success metrics, and facilitate strategic discussions with clients to foster deeper engagement that leads to commercial success.

• Establish and nurture relationships with instructors, program leaders, and training coordinators.

• Collaborate with the Account Manager to identify the appropriate stakeholders for each account; often, the platform learners, budget holders, and renewal champions are distinct individuals.

• Ensure clients are aware of the learning outcomes their students are achieving and feel assured about the renewal process.

• Contribute to the evolution of TryHackMe's digital/self-service initiatives for educational purposes, aiding in the design of onboarding experiences, lifecycle indicators, and health scoring systems that enable smaller accounts to flourish without the necessity for continuous one-on-one support.

• Supervise the digital experience for lower-Annual Recurring Revenue (ARR) accounts within your portfolio as this initiative is implemented, personally intervening when signals indicate real risk or opportunity.

• Take ownership of the customer relationship from start to finish; manage kickoffs, success planning, and ongoing engagement. Respond promptly, accurately, and empathetically through email, Slack, and other asynchronous communication channels.

• Collaborate closely with the Account Manager on renewals, serving as the point of contact for each account and proactively identifying risks or opportunities for growth.

• Maintain accurate and up-to-date information in HubSpot, including notes on every interaction and the current deal stages. Monitor account health, usage, and renewal performance across your portfolio.

⛳️ Requirements

• Proven experience in managing a customer portfolio with a focus on renewal and retention outcomes.

• Comfortable transitioning between hands-on relationship management and a more systems-oriented digital approach.

• Strong data literacy—utilizing health scores, usage indicators, and engagement data to inform decision-making.

• Exceptional written communication skills—much of the engagement in education occurs asynchronously, and clients may remain unresponsive for extended periods, particularly during summer breaks.

• Highly organized, with a dependable system for tracking renewals and identifying risks across a substantial portfolio.

• A proactive communicator who is adept at working collaboratively across functions, including support, product, and sales departments.

• Capable of conducting a genuine strategic EBR while equally comfortable facilitating lighter-touch digital accounts.

• Desirable experience in the EdTech sector, Learning & Development (L&D), or in collaboration with educational institutions such as universities and schools.

• Familiarity with cybersecurity or technical training platforms.

• Experience utilizing Customer Success platforms like HubSpot, Hex, ChurnZero, or similar tools.

🏝️ Benefits

• Competitive salary plus quarterly performance bonus.

• Fully remote work with flexible hours (minimum of four hours overlap with the UK timezone, 8am–6pm).

• Technology setup provided, including laptop and accessories.

• Health insurance (dependent on location).

• £2,500 annual training budget for professional development.

• Annual all-company retreat.

• Enhanced parental leave policy.

• Virtual team lunches funded by the company.

• Complimentary TryHackMe subscription for friends and family.

• 401k/Pension plan.