Senior Customer Success Manager (Education)

TryHackMe; Greater London; Remote; GBP 60,000 - 80,000; Full time

Job summary

An innovative cybersecurity education platform is seeking a Senior Customer Success Manager (Education) to manage and grow educational partnerships with universities and training providers. You will ensure customer satisfaction and engagement, drive adoption of the platform, and monitor performance metrics. The ideal candidate has strong experience in customer success within the EdTech sector and excels in communication and mentorship. Join us in empowering the next generation of cybersecurity talent.

Benefits

100% Remote Work

Health Insurance

Personal Development Budget

Company Retreat

401k / Pension

Lunch Subsidy

Qualifications

• 3+ years in Customer Success, Account Management, or Educational Partnerships.
• Experience managing large customer portfolios with renewal targets.
• Strong communication and stakeholder management skills necessary.

Responsibilities

• Drive customer adoption and satisfaction for educational accounts.
• Monitor usage data to predict churn risks.
• Identify expansion opportunities for educational licenses.

Skills

Customer Success Management

Stakeholder Management

Data Literacy

Communication

Mentoring

Education

3 years in Customer Success or Educational Partnerships

Tools

HubSpot

ChurnZero

Job description

Overview

At TryHackMe our mission is to make learning and teaching cybersecurity accessible gamified and deeply engaging. With a community of over 6 million learners we're transforming how cybersecurity skills are taught from classrooms to global enterprises.

We're looking for a Senior Customer Success Manager (Education) to own and grow relationships with universities schools and training providers who use TryHackMe to educate the next generation of cybersecurity talent. You’ll ensure every institution in your portfolio sees measurable outcomes renews with confidence and advocates for TryHackMe across the education landscape.

Role Overview

As the Senior CSM (Education) you’ll manage a 2M portfolio of 130 educational accounts ensuring they achieve meaningful adoption and impact.

Unlike traditional SaaS renewals our EDU customers purchase on flexible academic timelines - semester-based modular or annual. You’ll navigate this complexity by building deep partnerships with educators anticipating renewal needs and ensuring our platform becomes an indispensable teaching tool.

Responsibilities

Customer Outcomes & Retention

• Serve as the primary relationship owner for your education portfolio driving adoption engagement and satisfaction.
• Help educators and program leads embed TryHackMe into curricula ensuring a seamless student experience.
• Monitor and act on usage data to predict churn risks and proactively re-engage accounts.
• Partner with Account Management to drive Net Revenue Retention (NRR) through renewals and expansions.

Strategic Growth & Expansion

• Identify patterns in usage renewal cycles and purchasing behavior to develop scalable playbooks.
• Spot expansion opportunities (e.g. departmental rollouts new licenses product add-ons).
• Collaborate with Sales Marketing and Product to influence the education roadmap and improve the EDU offering.
• Support RFPs and tender submissions with impact data case studies and success metrics.

Leadership & Enablement

• Demonstrates a strong understanding of Customer Success principles and practices applying established methodologies and data-driven approaches to improve customer outcomes and team performance within the EDU segment.
• Shows initiative by taking ownership of specialized projects that enhance team structure and scalability including coordinating or managing initiatives that establish guidelines templates frameworks and best practices to drive consistency and operational excellence.
• Mentors junior CSMs sharing expertise promoting best practices and helping to shape scalable CS processes tailored to the needs of education customers.
• Contributes to the development of internal playbooks health metrics and ideal customer profiles for education accounts supporting proactive engagement and long-term retention.
• Acts as the internal voice of the educator synthesizing customer insights and feedback to inform product development process improvements and strategic decision-making across teams.

Data-Driven Execution

• Regularly analyze engagement and retention metrics to guide proactive outreach.
• Maintain accurate forecasting renewal status and risk tracking in our CRM and CS platforms.
• Report performance and opportunities to leadership with clarity and speed.

What Success Looks Like

• NRR of 120% across your education portfolio.
• At least 90% renewal rate year over year.
• High customer advocacy: referrals case studies or participation in marketing events.
• Clear contribution to internal efficiency (playbooks reporting onboarding improvements).
• Recognition as a trusted strategic advisor by educators and internal stakeholders alike.

About You

Essential Skills & Experience

• 3 years in Customer Success Account Management or Educational Partnerships within a SaaS or EdTech company.
• Proven success managing large customer portfolios with renewal and growth targets.
• Experience working with education institutions (universities training providers or schools).
• Strong data literacy comfortable using data to drive decision-making and storytelling.
• Excellent communication and stakeholder management skills from faculty members to procurement teams.
• Track record of mentoring peers or improving processes across a CS team.

Desirable

• Experience with tools like HubSpot and ChurnZero.
• Familiarity with cybersecurity education or technical learning platforms.
• Exposure to RFP processes public-sector procurement or B2B SaaS renewals.

Traits that Thrive at TryHackMe

We hire people who care about their craft their customers and our mission.

Our most successful CSMs embody :

• Ownership: You act like a business owner; if not you then who
• Speed: You prioritize progress over perfection.
• Empathy: You care deeply about the learner and educator experience.
• Resilience: You’re resourceful persistent and solution-oriented.
• Craftsmanship: You love refining your approach and setting new standards.

These align with our CS values of Customer Empathy Growth Mindset Accountability and Execution Speed.

Benefits & Perks

• Salary - We hire across 34 countries. We determine salaries based on Geographic Location Seniority Interview Performance and Market Rates using leading compensation benchmarking tools.
• 100% Remote - In a fully digital world work from anywhere you want!
• Tools - a dedicated work laptop any accessories you need to do your best work.
• Swag Pack - start your TryHackMe journey with a sought-after branded swag bundle!
• Personal Development - 2500 training budget to acquire certifications books and more.
• Company Retreat - an annual company retreat fully paid for by us!
• Health Insurance - if you’re in a country that doesn’t have public health care.
• Enhanced Maternity & Paternity - an enhanced package on top of statutory requirements.
• 401k / Pension - TryHackMe makes it easy to save money for your retirement.
• Lunch on us - TryHackMe will cover the cost of your lunch order during our recurring company virtual lunches.
• Free THM subscription for your circle - we know our platform can be transformative and we want to extend that impact to your family and friends!

Our Hiring Process

• Application - Submit your CV and a short note on why you’re passionate about education & cybersecurity.
• Intro Call - 30-minute chat to learn more about you (and vice versa).
• Take-Home Task - Show how you’d approach a realistic EDU customer scenario.
• Panel Discussion - Deep dive into your task and experience.
• Final Chat with Leadership - Meet one of our founders and discuss mission alignment.

Ready to empower the next generation of cybersecurity learners

Apply now at

Key Skills

IVR,Program Management,Classroom Experience,Special Education,Adult Education,Salesforce,Teaching,Curriculum Development,CRM Software,Public Speaking,Supervising Experience,Toddler Care

Employment Type : Full Time

Experience : years

Vacancy : 1