Customer Success Manager

HowNow; London; Hybrid; GBP 45,000 - 57,000; Full time

Job summary

Join a disruptive learning platform as a Customer Success Manager. You'll collaborate with customers to deliver value and support success in a L&D tech environment. With a competitive salary, bonus opportunities, and a hybrid working model, you can thrive in your career while enjoying a supportive and fun workplace.

Benefits

Wind-down Fridays

25 days holiday plus bank holidays and birthday off

Enhanced maternity and paternity policies

Private health insurance through Bupa

£500 annual learning budget

Cycle to Work scheme

Qualifications

• 2-3 years experience as a B2B Customer Success Manager in L&D Tech.
• Experience with complex SaaS platforms.
• Ability to prioritize effectively in fast-paced environments.

Responsibilities

• Collaborate with customers to align value with business needs.
• Act as an L&D expert, supporting customer success.
• Manage customer success with tools like Success Plans and Account Maps.

Skills

Excellent written communication

Excellent verbal communication

Presentation skills

Empathy

Job description

Our mission is to make meaningful learning a part of your everyday life. The shelf life of our skills is now less than 5 years. So, if you stopped learning today, your skills would soon become irrelevant. Think that’s a big problem? You’d be right.

Enter HowNow. Founded in 2019, our Learning and Skills Platform is disrupting the way people learn and upskill through technology. Whether it's finding a quick answer, learning new skills, or tapping into shared knowledge, we make it easy for people to learn what they need, when they need it.

Already used by fast-growing scale-ups and global enterprises such as Trainline, Depop, and TomTom, we’re pushing the boundaries of how people learn.

Hi, I’m Sam, the Head of CX at HowNow, and we're looking for an experienced Customer Success Manager to join our awesome team.

There has never been a better time to join HowNow. From raising Series A in 2022 to signing our most exciting contract to date, we are on the precipice of something big, and you can be part of this journey.

We are looking for someone excited by change, who embraces the unknown, and loves to solve challenging L&D business problems our customers face.

Alongside opportunities to develop and grow your career, we're a fun and friendly bunch. Have a look at the video below to get an understanding of what it's like to work here.

Day-to-day tasks will include:

• You’ll collaborate with your customers (examples here) to define and deliver value aligned with their business needs.
• You’ll discover success stories within your customers, promote them, and champion their successes.
• You’ll continually seek to build and improve, delivering ongoing value, not just once.
• You’ll be your customers’ biggest advocate at HowNow, representing their interests across the business to ensure their success.
• You’ll act as an L&D and/or Skills expert—serving as an extension of your customers’ teams, not just a tool.
• You’ll manage customer success using our tools, including Success Plans, Account Maps, and Playbooks.

The key qualities we seek in applicants:

• At least 2-3 years of experience as a B2B Customer Success Manager within L&D Tech, with good knowledge of the L&D ecosystem.
• Experience working with and demonstrating value of complex SaaS platforms.
• Excellent written, verbal, and presentation skills at all business levels.
• Comfort operating across multiple stakeholders and touchpoints.
• Ability to prioritize effectively in a fast-paced environment.
• Strong empathy and a genuine desire to see your customers succeed.

What you’ll get:

Our salaries are benchmarked using Figures, a SaaS benchmarking tool. The salary range for this role is £45,000 - £57,000, plus a 20% performance bonus.

Hybrid working (2 days in our London office, Tuesdays and Thursdays) and flexible hours.

Work from anywhere for up to two weeks per quarter, details here.

Wind-down Fridays: no meetings after 2 pm, to relax and recharge, with activities like exercise, study, or time with family and friends, more info here.

Enhanced maternity and paternity policies, 25 days holiday plus bank holidays and your birthday off, pension scheme, private health insurance through Bupa, access to Yulife, life assurance, a £500 annual learning budget, pet-friendly offices, monthly socials, access to HowNow+ platform, Cycle to Work scheme, and financial wellbeing support via Mintago.

What’s next?

After applying, we typically respond within 3 working days. The process includes:

1. A 30-minute video call with Pauline, Head of People.
2. A 30-minute interview with Lulu, Head of Customer Success.
3. A 1-hour task-based interview with Sam and Lulu.
4. A 30-45 minute meeting with our COO and Co-Founder, Kuvera Sivalingam.