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About the Role
Our schools' team at Up Learn plays an irreplaceable role in our success, transforming how teachers and school leaders across the UK use technology to unlock potential in the classroom. As a small, fast-growing team, we're at an exciting stage. We're looking for a Customer Success Manager to own a portfolio of school and MAT relationships across the UK, ensuring a great experience from onboarding through ongoing engagement and expansion, making renewal a given. You'll be a strategic partner to teachers and school leaders, creating strategies aligned with school goals and building trust with senior stakeholders to impact students' educational achievements and lives. You'll also champion the voice of the customer internally, helping to refine the CS function's operations, processes, and ways of working as we scale. This role is for someone who thrives on ownership, is flexible and resourceful enough to make things happen for schools without waiting for every process or feature, confident in prioritizing a busy caseload, and proactive about improvements.
Responsibilities
- Own and grow a portfolio of school and MAT relationships, including strategic and high-value partnerships.
- Onboard new school partnerships, including account setup, program launch, staff training, and rapid value realization.
- Conduct regular health checks and build deep relationships with teachers and school leaders to understand pain points and maximize Up Learn utilization.
- Deliver onboarding and engagement journeys that drive measurable student impact and ensure renewal.
- Identify and support cross-sell and upsell opportunities within accounts, collaborating with sales on renewal and expansion deals.
- Act as Up Learn's product expert and brand ambassador, driving engagement for new and existing products.
- Utilize customer success metrics and feedback to identify issues and opportunities, feeding insights back into product, marketing, and content.
- Standardize playbooks, reporting, and customer journeys, and take ownership of projects to improve CS function operations.
- Collaborate with the Head of Customer Success to shape schools' strategy during scaling.
Requirements
- Experience managing a large volume of customer or client relationships (e.g., Customer Success, Account Management, Portfolio Management, Customer Operations, or frontline/ops leadership).
- Passion for education and motivation by Up Learn's mission.
- Exceptional communication and relationship-building skills, adaptable across various audiences and formats.
- Strong empathy, with an emphasis on understanding teachers' classroom challenges.
- Flexibility and resourcefulness to deliver value in resource-limited settings and prioritize a busy caseload.
- Proactive, forward-thinking problem-solving ability with initiative.
- Comfort with tools and technology; CRM experience, ideally HubSpot, is a plus.
- Thrive in a feedback-driven culture focused on growth and improvement.
- Highly organized with strong attention to detail and a bias for action.
- Available for occasional travel for in-person events like school visits or conferences.
- Experience with MATs or the UK school system is preferred but not essential.
- EdTech or SaaS background is preferred but not essential.
- Experience mentoring or informally managing others is preferred but not essential.
Skills
- Customer Success
- Account Management
- Portfolio Management
- Customer Operations
- Leadership
- Communication
- Relationship-building
- Empathy
- Problem-solving
- CRM
- HubSpot (preferred)
Location
- UK
- Old Street (office)
Work Type
- Hybrid
Experience Level
- Customer Success Manager
Salary/Compensations
- Competitive salary
Benefits
- Meaningful, fulfilling, and engaging work with positive impact on students.
- Opportunity to build the future of education and accelerate learning.
- Opportunities for learning and skill development.
- Hybrid working environment with minimum two days in the office.
- Meaningful stake in the company's growth and success (equity share options).
- Approximately 35 days of paid holiday per year (26 bookable days, bank holidays, unlimited 'extra days').
- Significantly enhanced parental leave.
- Level 6 (highest level) dental insurance.
- Paid-for coffee breaks.
- Monthly & quarterly paid-for socials.
- In-office shower room.
- Spacious and bright private office with coffee, teas, snacks, and drinks.
- Cycle-to-Work scheme.
- Unlimited budget for work-related books.
- Family access to Up Learn courses for free.
About the Company
- At Up Learn, we've built one of the world’s most effective learning experiences by combining cognitive science, instructional theory, and artificial intelligence.
- Our mission is to give every learner the most effective path to success.
- Our vision is a world where every learner achieves more, faster, through adaptive, mastery-based learning.
- We’re the market-leading platform for A Levels, with seven courses on offer and 1 in 3 A Level students using Up Learn.
- Over the next year, we’re launching GCSE Science and accelerating growth, expanding our impact to millions more students.
- 97% of students who complete our courses achieve an A*/A, even those who started with lower grades.
- A large-scale evaluation of Up Learn in schools found usage is associated with 9 months additional progress, with grade improvements across whole year groups.
- For every paying student, we provide a full scholarship to a student in need, ensuring high-quality education is accessible to all.
- Our core values are CARE, OWN, LEARN, and ACT.
Equal Opportunity
- At Up Learn, we welcome everyone and are committed to building inclusive teams.
- We celebrate differences and encourage everyone to join us and be themselves at work.
- We put a lot of effort into building this great working environment and are looking for individuals to add value to our super smart, fiercely passionate and incredibly skilled team and company.