Customer Success Manager (Hybrid - Office & Remote)

About the role

Our schools’ team at Up Learn plays an irreplaceable role in our success as a company, transforming the way teachers and school leaders across the UK use technology, unlocking potential in the classroom. With our tools, teachers can transcend the confines of the traditional curriculum, dedicating their energy to inspiring and guiding students instead.

As a small team that will be growing at a very fast pace in the next couple of years, we’re at a very exciting stage of our journey and are looking for a Customer Success Manager to help take us to the next level. You’ll own our school relationships across the UK, supporting and engaging with our teachers to use Up Learn in the best possible way. You’ll also liaise with school leaders and partners, creating strategies that align with school goals, delivering a life-changing impact on students’ educational achievements, as well as their lives.

If you’re up for the challenge, come and join us on this adventure!

About us

Up Learn has built the world’s most effective learning experience. We’ve done this by combining cognitive science, instructional theory and artificial intelligence. Our mission is to create the most effective learning experiences in the world, and distribute access to as many students as possible.

Up Learn started with A Levels and developed courses that are:

1. Effective: 97% of students that complete Up Learn courses achieve an A*/A, starting from grades as low as Ds and Es
2. Engaging: 1.6 million hours of learning (and rising) thanks to Up Learn
3. Scaling: tens of thousands of students use Up Learn today, either independently, through one of our 550 schools, our growing MAT partner base or through our university and charity partners

Up Learn has been growing fast, and is backed by investors that share our vision, including leading venture capital firm Forward Partners and the Branson family (Virgin). We are growing our incredible, 70+ strong team.

Social impact is critical to Up Learn’s mission - for every student that pays, Up Learn gives a full scholarship to a student who can’t.

About you

You are an exceptionally capable, highly driven and naturally empathetic individual who cares about our mission of pushing the frontiers of effective education and having a tangible impact on thousands of young people.

You have a hunger to learn about challenges in the classroom and are passionate about solving them. You have a deep understanding of the UK school curriculum and an interest in transforming the teacher experience by supporting and inspiring our schools at every stage of the Up Learn journey.

At Up Learn, we welcome everyone and are committed to building inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work. We put a lot of effort into building this great working environment and are looking for individuals to add value to our super smart, fiercely passionate and incredibly skilled team and company.

Responsibilities

We are growing fast and anticipate many more exciting responsibilities and projects to develop in this role

• You’ll be a strategic partner for our schools across the UK, personally responsible for the engagement of a pipeline of high value accounts and school groups
• You’ll onboard all our new school partnerships, including account set-up, programme launch, staff training, helping customers receive value from Up Learn as quickly as possible by improving their initial experience
• You’ll regularly liaise with a huge range of teachers and achieve a deep understanding of their pain points and support them to make the best use of Up Learn, performing regular health checks to build strong relationships
• You’ll support customer research and product projects, analysing the wants and needs of customers, how they use our product and how it can be improved
• You’ll be Up Learn’s product expert and brand ambassador, introducing teachers and students to our new products as well as existing ones, increasing engagement and achieving buy-in
• You’ll collaborate with the sales team to ensure maximum retention and renewals of all your school partnerships
• You’ll analyse customer success metrics to quickly recognise issues and opportunities to improve engagement strategies, enhance workflows and drive efficiencies
• You’ll work alongside the Commercial and Marketing Directors and the Head of Partnerships to implement the schools strategy and prepare Up Learn to scale in our next stage of growth

Requirements

If you don’t meet every requirement below but you still believe you’re the right person for the role and are willing to learn, we strongly encourage you to apply

• Passionate about education, EdTech in particular
• Exceptional communication skills, able to convey information clearly and persuasively across various formats including email, written documents, digital presentations and verbal interactions
• Outstanding relationship-building skills, adept at tailoring communication to diverse audiences, ensuring clarity and engagement in both formal and informal settings
• Strong empathy in any situation with emphasis on understanding the challenges teachers face in the classroom
• A passionate and committed problem solver with knowledge of tools and technology, experience in using a CRM (we use Hubspot) is preferred
• Thrive in a culture of feedback, always looking to grow and improve
• Ambitious with ideas and able to apply initiative to problem solve in a team environment
• Excellent organisational, planning and time management skills; ability to manage workload and extremely high standards for attention to detail
• Available for occasional travel to in-person events e.g. school visits or conferences
• Preferred but not essential: experience as a teacher (teachers tend to do really well at Up Learn!) and/or experience in the Saas industry
• Preferred but not essential: experience in a Customer Success, Account Management, Marketing or a B2B Business Development role

Benefits

We provide a great set of benefits that all focus on helping Up Learn team members lead healthy and fulfilling lives.

Working at Up Learn gives you:

🤸‍♂️ Awesome colleagues! We’ve put together a cracking team, and now you’re part of it you’ll shape the future of it

💚 Meaningful, fulfilling and engaging work that has an immediate positive impact on tens of thousands of students and the potential to impact millions of students

🧠 The opportunity to build the future of education and accelerate the advance of humanity’s ability to learn

💪 Tons of opportunities to learn and develop a wide range of skills e.g. management, data and analytics, process improvement, content writing, workforce planning, project management and all other areas of the Customer Experience department

🥇 Flexible working: we’re Flexa certified and are proud to be one of the most flexible EdTech and Education employers with an overall score of 88%. Up Learn supports a hybrid working environment with two days in the office per week (one team day and one company day) and the rest is up to you!

Key benefits:

💰 A competitive salary plus quarterly incentives and bonus

🌴 ~35 days of paid holiday per year made up of: 26 days of bookable holiday, plus bank holidays, plus unlimited ‘extra days’ (i.e. if you need a few more days, no problem)

🐤 Significantly enhanced parental leave

🦷 Level 6 (highest level) dental insurance

☕ Paid-for coffee breaks (a great chance to get to know the team)

🏃 Paid-for sporting activities like 5-a-side football games, badminton games, monthly CrossFit sessions as well as an in-office shower to make it easier to participate

🏰 Annual 3-day company off-site where we fly in our international team members, get out of the city and take a break together

⭐ A spacious and bright private office in Old Street, with delicious coffee, a selection of teas and unlimited snacks and drinks

🚲 Cycle-to-Work: we are registered so you can buy a bike and accessories tax-free

📖 Unlimited budget for any work-related books you need

👨‍👩‍👧 Family access to Up Learn: your family and close relatives get unlimited access to any Up Learn course for free!

Our core values:

Live for Learning: we are open-minded and have a never-quenched thirst for learning, expanding our experiences, getting feedback, iterating and improving

Strive for Consistent Excellence: we hold an extremely high standard, pay attention to the details and take pride in consistency

Objective and Rational: we think from first principles, avoid biases, use believability, regulate our emotions and are obligated to dissent when we disagree

Relentlessly Resourceful: we are honey badgers, we don’t compromise, we work smart and get the job done

Caring and Compassionate: we demonstrate care and compassion for ourselves, each other and for students