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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 seeking a School Success Manager to own a portfolio of school and MAT relationships across the UK. You will ensure schools have a great experience, acting as a strategic partner to teachers and school leaders, creating strategies aligned with school goals, and building trust with senior stakeholders to positively impact students' educational achievements. You will also champion the voice of the customer internally and help refine the Customer Success function's operations as we scale. This role is for someone who thrives on ownership, is flexible and resourceful, confident in prioritizing a busy caseload, and proactive about improving processes.
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 ensuring customers achieve value quickly.
- Conduct regular health checks and build deep relationships with teachers and school leaders to understand pain points and maximize Up Learn usage.
- Deliver onboarding and engagement journeys that drive measurable student impact and facilitate renewals.
- Identify and support cross-sell and upsell opportunities within accounts, collaborating with the sales team.
- Act as Up Learn's product expert and brand ambassador, driving engagement with new and existing products.
- Utilize customer success metrics and feedback to identify issues and opportunities, feeding insights back into product, marketing, and content teams.
- Standardize playbooks, reporting, and customer journeys, and take ownership of projects to improve Customer Success 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).
- Passionate about education and motivated 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.
- Flexible and resourceful, able to deliver value with limited resources and prioritize a busy caseload.
- Proactive, forward-thinking problem solver with initiative.
- Comfortable with tools and technology; CRM experience, ideally HubSpot, is a plus.
- Thrives in a culture of feedback, seeking continuous 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.
- Preferred but not essential: experience with MATs or the UK school system; EdTech or SaaS background; experience mentoring or informally managing others.
Skills
- Customer Success
- Account Management
- Portfolio Management
- Customer Operations
- Leadership
- Communication
- Relationship-building
- Empathy
- Problem-solving
- CRM
- HubSpot
- Organization
- Attention to detail
- MAT experience
- UK school system knowledge
- EdTech
- SaaS
Location
- UK
- Old Street
- Office-based (minimum two days per week)
Work Type
- Hybrid
Experience Level
- Mid-level
Salary/Compensations
- Competitive salary
Benefits
- Meaningful, fulfilling, and engaging work with positive impact on students.
- Opportunity to build the future of education.
- Opportunities for learning and skill development.
- Hybrid working environment.
- 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).
- 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 amenities.
- 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 are the market-leading platform for A Levels, with seven courses and 1 in 3 A Level students using Up Learn.
- We are launching GCSE Science and accelerating growth, expanding our impact to millions more students.
- 97% of students who complete our courses achieve an A*/A.
- A large-scale evaluation found Up Learn usage is associated with 9 months additional progress.
- For every paying student, we provide a full scholarship to a student in need.
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 are looking for individuals to add value to our super smart, fiercely passionate and incredibly skilled team and company.