Customer Success Manager

Busuu; Greater London; Hybrid; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Private Health Insurance

Flexible working hours

Hybrid/Remote work

Free breakfast and snacks

Enhanced parental leave

Team social events

Job summary

Busuu is seeking a Customer Success Manager to oversee a portfolio of SME clients and resellers, ensuring renewals and growth through high-touch and low-touch engagement. You will work closely with Sales and Product to translate client needs into value and scalable success plans.

You will benefit from flexible hours and hybrid/remote working, with a health-conscious, social workplace that values diversity and inclusive collaboration.

Qualifications

• Minimum 1+ years in Customer Success, Account Management, or similar.
• Fluent in English; other European languages are a plus.
• Experience with renewals and driving growth opportunities.
• Strong communication and relationship-building skills.

Responsibilities

• Manage a portfolio of clients spending under €20k annually with adoption KPIs.
• Own strategic target accounts and retention strategies.
• Develop scalable engagement strategies for your portfolio.
• Collaborate with Sales, Support and Product to ensure a seamless customer experience.
• Drive account growth by identifying upsell opportunities.
• Create customer success assets such as success plans and FAQs for resellers.
• Host 1-to-many events.
• Promote customer advocacy through case studies, referrals and testimonials.

Skills

CRM systems

English fluency

Account management

SaaS

Tools

Salesforce

HubSpot

Job description

Job Description

Joining Busuu means being part of one of the top EdTech companies in the world, a multiple award-winner recognised for its innovation and impact in language learning.

Busuu’s vision is to empower people through languages. We are the world’s largest online community for language learning, with 120+ million registered users. We make learning a language easy by combining AI-powered courses with feedback from our global community of native speakers and lesson content designed for real life.

Busuu is part of the global Chegg family. Chegg is the leading student-first connected learning platform and a NYSE listed company.

What does a Customer Success Manager do at Busuu?

As a SME Customer Success Manager at Busuu, you will be responsible for ensuring the long-term success and satisfaction of our small and medium enterprise clients and resellers.

You’ll manage a shared portfolio of accounts spending under €20,000 annually, while also owning a dedicated set of target accounts for deeper engagement and growth. In addition, you’ll take ownership of our reseller relationships, ensuring they are enabled, supported, and driving value for their end customers.

Clients who effectively use Busuu see better business outcomes - your role will be to help them realise that value. This involves understanding their business objectives, proactively driving product adoption, and aligning engagement strategies to improve retention, satisfaction, and expansion. Your performance will be measured primarily on renewals, growth within accounts, and reseller performance.

You will collaborate closely with the Sales and Product teams to represent the voice of your clients internally.

What will you do at Busuu?

• Manage a shared portfolio of clients spending under €20k annually, ensuring they achieve strong adoption and engagement KPIs.
• Own a set of strategic target accounts, driving high-touch success planning and retention strategies.
• Develop and implement scalable customer engagement strategies for your shared portfolio, ensuring proactive value delivery across the segment.
• Work cross-functionally with sales, support, and product teams to ensure a seamless customer experience and surface feedback that informs product development.
• Drive account growth by identifying upsell opportunities and supporting expansion conversations.
• Develop customer success assets, such as success plans, guides, and FAQs, particularly tailored to resellers and low-touch accounts.
• Host 1-to-many events.
• Promote customer advocacy through case studies, referrals, and testimonials

Essential Skills & Experience

• Minimum 1+ years of experience in Customer Success, Account Management, or Client Services in a SaaS or technology environment.
• Fluent in English and other European languages are a plus.
• Comfortable managing both high-touch and low-touch engagement models.
• Strong commercial mindset with experience in driving renewals and identifying growth opportunities.
• Excellent communication and relationship-building skills across a variety of client personas.
• Ability to work with and interpret client data, presenting insights and actions clearly.
• Experience using CRM systems such as Salesforce, HubSpot, or similar tools.

Bonus Skills & Experience

• Previous experience in the education technology or language learning sectors
• Experience managing reseller or channel partner relationships
• Strong presentation or workshop facilitation skills
• Proven ability to scale customer success processes for large volumes of small accounts

At Busuu we want to ensure that you have access to some great benefits:

• Busuu offers a great Private Health Insurance scheme
• We like to support our teams with their work-life balance so we offer flexible working hours and hybrid or remote model of working.
• Our centrally located offices are well-equipped with free breakfast, luch, plenty of snacks, fresh fruit.
• We offer enhanced maternity and paternity leave
• Staying connected as a team is very important to us, so we have lots of social activities for you to join such a team lunches, socials, quarterly team, and company events

Our platform is for everyone, and so is our workplace. We pride ourselves on embracing our differences, whether they're cultural, racial, religious or otherwise. This means each one of us comes to work knowing that we have a voice - and a safe, judgement-free zone to speak freely.