Customer Success Manager

ClickTech; Nottingham; Remote; GBP 40,000 - 60,000; Full time

Job summary

A global AdTech and EdTech company is seeking a Customer Success Manager to lead the Customer Success function for their new EdTech platform. This role involves designing customer success processes, managing user engagement, and collaborating with internal teams. Ideal candidates will have experience in SaaS customer success and automation. The position offers a competitive salary and flexible working conditions including the option for a 4-day work week.

Benefits

£150 allowance for home office setup

Flexible working hours

Optional 4 day week

25 days holiday entitlement

Buy up to 5 additional holiday days

Work anywhere in the world for up to 1 month

Family friendly policies

Career progression opportunities

Access to a Health Cash Plan

Company funded social events

Performance related bonus

Qualifications

• Proven experience in Customer Success within SaaS or digital platforms.
• Demonstrated success in 1-to-many or tech-touch Customer Success models.
• Experience in setting up new processes or customer journeys in a new product environment.

Responsibilities

• Select and configure tools to support Customer Success operations.
• Manage the full post-onboarding lifecycle for Hub users.
• Design and deliver a '1-to-many' success model.
• Establish feedback loops with internal teams.
• Define and monitor key customer success KPIs.

Skills

Customer Success in SaaS or digital platforms

Tech-touch Customer Success models

Automation and digital engagement

Community-building

Job description

About ClickTech

ClickTech is a global AdTech and EdTech company empowering the next generation of digital entrepreneurs. Through our award-winning suite of advertising tools and our flagship platform ClickTech HUB, we make AI, digital marketing, and entrepreneurial education accessible to everyone — from freelancers and small business owners to agency leaders and ambitious professionals.

We already support over 50,000 businesses in 135+ countries, and we’re just getting started.

About the Role

We are seeking a Customer Success Manager to spearhead the Customer Success function for ClickTech’s new EdTech platform, ClickTech Hub. This is an exciting opportunity to help build and shape the CS strategy for a rapidly growing product from the ground up.

As our first CSM dedicated to Hub, working closely with the Head of Customer Success, you will design and implement scalable customer success processes focused initially on supporting our end users (B2C), while preparing to expand into SMB clients (B2B) in 2026. You will work to ensure our customers achieve maximum value and engagement from the platform, helping to lay the foundations for long-term success and growth.

What you’ll do:

• Process & Tooling: Select and configure tools and workflows to support digital-first Customer Success operations & continually refine processes
  to improve efficiency and effectiveness as Hub scales.
• Customer Engagement & Retention: Manage the full post-onboarding lifecycle for Hub users, ensuring they achieve measurable value and maintain long‑term engagement.
• Process Creation: Design & deliver a “1-to-many” success model, leveraging automation, in-product education, and digital communication channels to support a large customer base efficiently.
• Build CS framework for Hub: Including customer journeys, communication playbooks, and engagement metrics — to support scalable growth in 2026 and beyond.
• Feedback Loops: Establish feedback loops with Product, Marketing, and Development teams to inform feature improvements and enhance the customer experience.
• Performance Metrics: Define and monitor key customer success KPIs such as activation, retention, engagement, and churn; using data insights to identify opportunities for customer education, satisfaction improvement, and product adoption.
• Cross-Functional Collaboration: Work closely with Marketing to design automated nurture campaigns that drive engagement; product & development to communicate customer insights & Support for seamless customer experience.

What we’re looking for:

• Proven experience in Customer Success within SaaS or digital platforms — ideally with exposure to EdTech or a similar fast-growth environment.
• Demonstrated success in 1-to-many or tech-touch Customer Success models (e.g., automation, digital engagement, community-building).
• Experience in setting up new processes, customer journeys, or tooling in an early-stage or new product environment.
• We realise that certain groups of people are less likely to apply for a role if they don’t meet 100% of the job requirements. To be absolutely clear: if you like the look of this job and think you could do it well please apply.

What you’ll get:

• A high-impact role with autonomy, visibility and responsibility from day one.
• The chance to scale a global EdTech and AI platform with a real mission and strong product‑market fit.
• Competitive salary + performance-based bonus tied to growth outcomes.
• A collaborative, ambitious environment where your ideas and execution shape the company’s success.
• Remote‑first working with flexibility
• The gift of the 5th: smashed your work in 4 days, get the 5th day off!

Here’s some of our perks:

• Distributed working with £150 allowance for home office set up. Most of our team work remotely but we have office space available in our Nottingham office if you prefer hybrid or office working
• Flexible working hours (start as late as 11am and finish as early as 4pm)
• Opportunity to have an optional 4 day week with no drop in pay
• 25 days holiday entitlement (pro-rata’d if working the 4 day week)
• Buy up to 5 days additional holiday per year
• Work anywhere in the world for up to 1 month at a time
• Family friendly and inclusion conscious policies
• Career progression and investment in personal development
• Access to a Health Cash Plan and Mental Health First aiders
• Salary Sacrifice Company pension scheme
• Company funded social events
• Performance related bonus