Customer Success Manager

Glean; Leeds; Hybrid; GBP 34,000 - 40,000; Full time

Job summary

An innovative firm is seeking a motivated Customer Success Manager to enhance client relationships and drive success. In this dynamic role, you will manage approximately 100 customer accounts, guiding them from onboarding to renewal while identifying growth opportunities. Your proactive approach and deep curiosity about the EdTech market will empower clients to unlock the full potential of the platform. Join a sociable team that values collaboration and shared success, and make a meaningful impact in the lives of learners worldwide. This is a unique opportunity to grow your career in a forward-thinking environment that prioritizes customer satisfaction and team efficiency.

Benefits

33 days annual leave

3 days off at Christmas

Training allowance

Flexible hours

Home working setup

Family travel insurance

Paid maternity leave

Paid paternity leave

Health cash plan

6% pension contribution

Qualifications

• 3+ years of experience in Customer Success or Account Management.
• Strong presentation skills for webinars and meetings.

Responsibilities

• Manage a portfolio of 100 customer accounts through onboarding and growth.
• Collaborate with Sales and Marketing to identify growth opportunities.

Skills

Customer Success Management

Account Management

SaaS Experience

Presentation Skills

Communication Skills

Education

Bachelor's Degree

Tools

HubSpot

Job description

Join Our Growing Team as a Customer Success Manager at Glean!

Fuelled by company success and expansion, Glean is looking for a motivated Customer Success Manager (CSM) to become a key part of our Customer Success function.

In this role, you'll take ownership of a portfolio of around 100 customer accounts, guiding them through their entire journey with Glean – from onboarding and driving adoption to securing renewals and identifying growth opportunities.

What you’ll need:

• Be proactive: Customer Success at Glean is about anticipation. You're comfortable advising clients consultatively, helping them unlock Glean's full potential, and know instinctively when and how to engage for maximum impact.
• Target driven: You'll focus on retaining customers, developing upsell opportunities, and boosting engagement, with clear retention and growth targets tied to incentives.
• Deep Curiosity: Passionate about the EdTech market and understanding customer needs. Your insights are vital as their advocate within Glean.
• Team-player: While managing your portfolio autonomously, you enjoy teamwork, bring your perspective, and contribute to shared success.

Meet the team:

The Customer Success Team at Glean is part of the Revenue function, working closely with Marketing and Sales. Our team includes:

• Sam - Customer Success Team Manager (your reporting line)
• Jenna - Strategic Customer Success Manager
• Laura, Halden, Tamsin, and Nadia - Customer Success Managers

We’re sociable, enjoy discussing interests, having fun, and working towards targets!

What you’ll be doing:

• Managing a portfolio of approximately 100 customer accounts through onboarding, adoption, renewal, and growth.
• Establishing clear customer objectives and managing expectations for success with Glean.
• Using a consultative approach to guide customers and maximize platform value.
• Monitoring customer health, proactively managing risks, and resolving obstacles.
• Collaborating with Sales, Marketing, and other teams to identify growth opportunities.
• Capturing customer feedback and sharing insights internally for improvements.
• Maintaining accurate customer records in our CRM system (HubSpot).
• Contributing to projects that enhance the customer experience.
• Proposing and implementing process improvements for team efficiency.

About you:

• 3+ years experience in Customer Success, Account Management, or similar roles.
• Experience working towards financial KPIs like sales or retention targets.
• Experience in SaaS businesses.
• Strong presentation skills for webinars and meetings.
• Customer-centric with excellent communication skills.

Salary and benefits:

• £34,000 - £40,000 depending on experience
• 33 days annual leave (including bank holidays)
• 3 days off at Christmas
• Training allowance
• Flexible hours
• Home working setup and office space
• Family travel insurance
• Paid maternity and paternity leave
• Health cash plan
• 6% pension contribution

Location:

Leeds office with hybrid working options. Remote roles available within the UK if over 50 miles from Leeds. Contact [e-mail] for questions.

What to expect next:

Application review within 1 week. If invited, you'll meet with our team across several interview stages, including a culture and values interview and a task. Details will be provided beforehand.

Interested in a career at Glean?

Explore more about Glean, our blog, and our study tool through our resources. Not the right role? Reach out to stay connected for future opportunities. Privacy notice details are available on our website.

About Us:

Glean empowers learners to build knowledge effectively. Our inclusive technology is used by students worldwide, aiming to make learning accessible, productive, and purposeful. Join us in our mission to positively impact a million lives.