Customer Success Manager

About the Role

The Customer Success Manager will be responsible for managing and nurturing a portfolio of relationships with schools and Multi-Academy Trusts (MATs) across the UK, guiding them from initial onboarding through ongoing engagement and growth. This role involves working closely with educators and school leaders to develop strategies aligned with their objectives, ensuring exceptional user experiences that secure contract renewals. The position includes acting as a strategic partner, a strong advocate of the customer voice internally, and an innovator improving customer success processes as the team scales.

About Up Learn

Up Learn blends cognitive science, instructional theory, and artificial intelligence to create one of the most effective learning platforms globally. The company leads the A Level market with seven courses and serves one-third of A Level candidates in the UK. With upcoming GCSE Science courses and ambitious growth plans, Up Learn aims to positively influence millions of students' education. Their courses boast that 97% of completions achieve A*/A grades and increase progress by nine months. Notably, for every paid student, a scholarship is granted to a student in need, advancing inclusive education.

About You

Ideal candidates are highly capable, motivated, and empathetic individuals who share Up Learn's passion for enhancing education. They take initiative, work resourcefully, and use technology including AI to efficiently support schools. A solid understanding of the UK school curriculum and commitment to improving the teacher experience are important. The role is open to professionals from diverse customer-facing backgrounds including customer success, operations, or frontline service, regardless of prior EdTech or account management experience.

Responsibilities

• Manage and expand a portfolio of key school and MAT partnerships, including strategic accounts.
• Coordinate onboarding processes such as account setup, program launches, and staff training to quickly demonstrate value.
• Perform regular status reviews, building strong relationships with teachers and school leadership to understand and address needs.
• Design and deliver onboarding and engagement plans that produce measurable student outcomes and ensure renewals.
• Identify opportunities for cross-selling and upselling within existing accounts, collaborating with sales teams on closing deals.
• Serve as product expert and brand ambassador, encouraging uptake of new and current offerings.
• Leverage customer success data and feedback to identify challenges and opportunities, sharing insights with product, marketing, and content teams.
• Contribute to continued improvement of playbooks, reporting, and customer success workflows.
• Partner with the Head of Customer Success to develop and scale school engagement strategies.

Requirements

• Proven experience managing extensive customer or client relationships, including Customer Success, Account or Portfolio Management, Operations, or frontline services leadership.
• A strong passion for education and alignment with Up Learn’s mission.
• Excellent communication skills adaptable across various formats and audiences, including emails, presentations, and discussions.
• Demonstrated empathy, especially regarding challenges faced by teachers in classroom settings.
• Resourceful and able to deliver results despite limited resources, balancing multiple priorities without losing focus.
• A proactive problem solver who anticipates needs and takes initiative without direct instruction.
• Comfortable using technology and CRM tools, ideally HubSpot.
• Open to receiving and applying feedback within a growth-oriented culture.
• Highly organized with keen attention to detail and a drive for action.
• Willingness to travel occasionally for in-person engagements such as school visits or conferences.

Preferred qualifications include experience with MATs or the UK school system, EdTech or SaaS industry exposure, and informal team leadership or mentoring experience.

Benefits and Working Environment

Up Learn offers a comprehensive benefits package designed to support employee wellbeing and career growth, including:

• Collegial and motivated team environment.
• Meaningful work impacting thousands of students with potential for wider reach.
• Development opportunities to build diverse skills.
• Hybrid working model with a minimum of two days per week in the office (team and company days), allowing flexibility otherwise.
• Competitive salary and equity share options.
• Generous holiday allowance totaling 35 days (26 days of paid leave plus bank holidays and unlimited additional leave as needed).
• Enhanced parental leave benefits.
• Premium dental insurance (Level 6 coverage).
• Sponsored coffee breaks promoting team bonding.
• Monthly and quarterly social events, plus facilities supporting active lifestyles (e.g., in-office shower).
• Bright, well-equipped private office including unlimited snacks and drinks.
• Tax-free Cycle-to-Work scheme participation.
• Unlimited budget for work-related books.
• Free access to Up Learn courses for employees’ families and close relatives.

Core Values

• Care: Prioritize people and mission; celebrate achievements collectively.
• Ownership: Take full responsibility, step up, and transparently own results.
• Learning: Embrace continuous learning, solicit feedback, and turn challenges into growth.
• Action: Drive progress, challenge limits, and strive to make impactful changes.