Customer Success Manager - EdTech SaaS

Zetter; Greater London; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A leading EdTech company in Greater London is seeking a Customer Success Manager to own and manage a portfolio of mid-market and enterprise education customers across the UK and Europe. The role involves acting as the primary point of contact, ensuring customer success, and collaborating with cross-functional teams. Ideal candidates have 3+ years of experience in Customer Success or Account Management, with a background in EdTech being advantageous. The position offers a hybrid work model and competitive salary with additional benefits.

Benefits

Annual learning & development budget

Enhanced parental leave

Progressive pension contributions

Volunteering leave

Paid sabbaticals after long-term service

Supportive culture with team events

Qualifications

• 3+ years’ experience in Customer Success or Account Management within a SaaS environment.
• Background in EdTech or learning platforms is highly advantageous.
• Proven ability to drive adoption, manage renewals, and grow existing accounts.
• Commercially aware, with experience contributing to NRR and GRR targets.
• Confident communicator with strong presentation and stakeholder management skills.
• Highly organized, proactive, and comfortable working with autonomy in a scaling business.

Responsibilities

• Own and manage a portfolio of mid-market to enterprise education customers across the UK & Europe.
• Act as the primary point of contact and trusted advisor to stakeholders ranging from end users to executive sponsors.
• Lead onboarding, adoption, and long-term success planning to ensure customers achieve measurable value.
• Run regular check-ins, QBRs, and account health reviews to proactively manage risk and uncover growth opportunities.
• Take ownership of commercial outcomes including renewals, retention, and expansion (upsell & cross-sell).
• Deliver in-person customer workshops and presentations where required.

Skills

Customer Success management

Account Management

Strong presentation skills

Stakeholder management

Proactive organization

Job description

About the company

VC-backed,high-growthEdTechSaaSscale-upoperatinginafast-pacedstart-upenvironment

Creatorofanaward-winning,AI-poweredlearningplatformwithadominantpositioninitsmarket

Combinesimmersivetechnology,artificialintelligence,andbehaviouralsciencetotransformhowpeoplebuildcriticalworkplaceskills

Experiencingglobaldemandandrapidinternationalexpansion,particularlyacrosstheUKandEurope

Mission-ledorganisationfocusedonimpact,inclusion,andmodernisinghowlearningisdeliveredatscale

About the role

Ownandmanageaportfolioofmid-markettoenterpriseeducationcustomersacrosstheUK&Europe

Actastheprimarypointofcontactandtrustedadvisortostakeholdersrangingfromend-userstoexecutivesponsors

Leadonboarding,adoption,andlong-termsuccessplanningtoensurecustomersachievemeasurablevalue

Runregularcheck-ins,QBRs,andaccounthealthreviewstoproactivelymanageriskanduncovergrowthopportunities

Takeownershipofcommercialoutcomesincludingrenewals,retention,andexpansion(upsell&cross-sell)

Deliverin-personcustomerworkshopsandpresentationswhererequired

PartnercloselywithSales,Product,andMarketingtoshareinsightsandcontinuouslyimprovecustomersuccessprocesses

Your previous experience

• 3+years’experienceinCustomerSuccessorAccountManagementwithinaSaaSenvironment
• BackgroundinEdTechorlearningplatformsishighlyadvantageous
• Provenabilitytodriveadoption,managerenewals,andgrowexistingaccounts
• Commerciallyaware,withexperiencecontributingtoNRRandGRRtargets
• Confidentcommunicatorwithstrongpresentationandstakeholdermanagementskills
• Highlyorganised,proactive,andcomfortableworkingwithautonomyinascalingbusiness

Bonus : Business-levelFrenchlanguageskillstosupportagrowingEuropeancustomerbase(desiredbutnotessential)

Package

Salary£45, – £55,DOE+£10,bonus DOE

HYBRID-CentralLondon2-3daysp / w

£annuallearning&developmentbudget

Enhancedparentalleaveandprogressivepensioncontributions

Volunteeringleave,workingabroadpolicy,andpaidsabbaticalsafterlong-termservice

Supportive,high-energyculturewithquarterlyteamdaysandbi-annualoffsitetrips