Strategic Customer Success Manager

Genio; Leeds; Hybrid; GBP 51,000 - 53,000; Full time

Job summary

A fast-growing technology company based in Leeds is seeking a Strategic Customer Success Manager to manage relationships with key clients, ensuring effective onboarding and ongoing value realization. The ideal candidate has at least five years of experience in account management, excellent communication skills, and a passionate commitment to customer success. The role offers a competitive salary of £51,000 - £53,000, with additional earning potential, and embraces hybrid working options for enhanced work-life balance.

Benefits

33 days annual leave

Flexible working hours

Full home working setup

Free office parking

Health cash plan

Generous training allowance

Qualifications

• Minimum five years experience in an account management or customer success role.
• Proven track record of customer retention and growth.
• Deep understanding of customer success methodologies.
• Excellent interpersonal skills for relationship building.
• Strong organizational skills managing multiple priorities.
• Ability to analyze customer needs and develop solutions.

Responsibilities

• Lead onboarding process for new strategic customers.
• Build and nurture relationships with key decision-makers.
• Develop and execute success plans for strategic accounts.
• Demonstrate value continuously to strategic customers.
• Act as a mentor and subject-matter expert for the team.

Skills

Customer relationship management

Strong communication skills

Project management

Analytical skills

Job description

Hi 👋 we’re Genio. We create beautifully simple learning tools that boost knowledge, skills, and confidence.

• We’re a SaaS scale up and one of the fastest growing tech companies in the North.
• There’s 100+ of us around the UK with our HQ in Leeds.
• Our software is award-winning and used by 100,000s of students at over 800 universities & colleges worldwide.
• We’re growing so we can achieve our mission to support 1 million students to become better learners by 2030.

🚀 The role of Strategic Customer Success Manager:

As a Strategic CSM, you'll cultivate and manage relationships with Genio’s most strategically important customers, ensuring successful onboarding, ongoing value realisation, and long‑term retention. You will play an integral part of the customer journey from onboarding through to retention and growth, supporting higher education institutions that use Genio across all students and departments.

👥 Meet the team:

The Customer Success Team at Genio sits within the Revenue function, meaning we work closely with the Marketing and Sales teams. We are made up of:

• Sam - Customer Success Team Manager (who you’ll report into)
• Jenna - Strategic Customer Success Manager
• Laura - Senior Customer Success Manager
• Tamsin - Senior Customer Success Manager
• Nadia - Senior Customer Success Manager

We’re a sociable team who like to discuss our interests and have fun together, as well as working hard to meet those targets!

What makes you a great fit:

You'll be joining Genio's commercial team structure, where we focus on retaining customers, developing growth opportunities, and boosting engagement. You thrive on meeting goals and will have clear retention and growth targets for your portfolio, tied to specific incentives.

Customer Success at Genio is about anticipation. You're comfortable advising customers consultatively, helping them unlock Genio®'s full potential, and know instinctively when and how to engage for maximum impact.

We're built on learning! We need someone passionate about digging into the EdTech market and truly understanding our customers' needs. As their advocate within Genio, your insight is vital.

While you'll manage your portfolio autonomously, we're a highly collaborative team. We're looking for someone who enjoys teamwork, brings their own perspective, and contributes to our shared success.

💪 What you’ll be doing:

• Onboarding & Implementation: You'll lead the onboarding process for new strategic customers, including needs analysis, project planning, and customised training. Ensure a smooth transition to the product and rapid time‑to‑value.
• Relationship Management: Build and nurture strong relationships with key decision‑makers and influencers within strategic accounts. Develop a deep understanding of their business goals and challenges.
• Success Planning & Execution: Develop and execute comprehensive success plans tailored to each strategic account. Proactively monitor progress, identify roadblocks, and adjust strategies as needed.
• Value Realisation: Continuously assess and demonstrate the value of the product to strategic customers. Track key performance indicators, provide regular business reviews, and showcase ROI.
• Mentorship & Knowledge Sharing: You'll act as a subject‑matter expert and mentor for other members of the Customer Success team. Share best practices, provide guidance, and contribute to team development.

👋 About you:

• At least five years of experience working in an account management or customer success role.
• A strong track record of retaining and growing customers and achieving outcomes with them in partnership.
• A deep understanding of customer success principles and methodologies, particularly in managing complex enterprise accounts.
• Excellent communication, presentation, and interpersonal skills with the ability to build rapport and influence at all levels.
• Strong project management and organisational skills with the ability to manage multiple priorities effectively.
• A proven ability to analyse customer needs, develop strategic solutions, and drive successful outcomes.
• A passion for customer success and a commitment to exceeding expectations.

Bonus / Nice to have:

• Experience working in higher education.
• Understanding of Assistive Technology and how it supports students with disabilities or additional needs.

💰 Salary and benefits:

£51,000 - £53,000 dependent upon experience (OTE up to £68,000 with uncapped earning potential)

🏖️ 33 days annual leave (Inclusive of bank holidays)

🎄 3 gifted days off at Christmas

🎓 Generous individual learning and training allowance

⌚ Truly flexible hours to suit when you work best

💻 Full home working set up and beautiful collaborative office space

🚗 Free Leeds City Centre office parking

🌴 Nomad working policy with family travel insurance

🍼 Enhanced 26 weeks maternity and 4 weeks paternity (fully paid)

🤍 Health cash plan (from glasses to massages)

We have a beautiful office space in Leeds and we love it when we get together to collaborate in person. Our preference for this role is hybrid working, however we may be able to support remote working within the UK, if you live more than 50 miles from the office.

We will discuss ways of working with you at interview however if you have any questions before you apply please reach out to [e-mail]

💡 What to expect next:

We’ll review your application and provide a response within 1 week. Even if it’s not the news you’d hoped for, we appreciate it’s good to know either way.

If we invite you to meet with us for interview, here’s an overview of what the process will look like:

• Screening interview with someone in our Recruitment team (30 minutes).
• First stage interview with Sam and another Genio colleague (1 hour).
• Final stage interview which includes a 1 hour culture and values interview, plus a 30 minute task. You will be meeting with Sam and one of the Executive Team.

Ahead of your interview you will receive a confirmation email outlining who you’ll be meeting and when, anything you’ll need to prepare in advance and any resources we think you might find helpful.

👀 Interested in learning more about a career at Genio?

💌 Not quite the right role for you however you’d love to be a part of Genio’s journey?

Let’s connect! Reach out to [e-mail] and we’ll add you to our network, to keep you updated with any future opportunities we think you might be interested in.

🤝 Our Commitment to Equality

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships, trade union membership, and caring responsibilities.

We think it’s important that you understand how we use and handle your personal information, so here’s a link to our privacy notice. By submitting your application, you’re confirming that you’ve read and understood this notice.