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For Companies At a Glance
- Tasks: Manage 100 customer accounts, guiding them through onboarding, adoption, and growth.
- Company: Glean is a fast-growing EdTech company empowering students with innovative study software.
- Benefits: Enjoy flexible hours, generous leave, remote work options, and a learning allowance.
- Why this job: Join a collaborative team dedicated to transforming student learning experiences worldwide.
- Qualifications: 3+ years in Customer Success or similar roles, with strong communication and presentation skills.
- Other info: Work in a vibrant Leeds office or remotely if you're over 50 miles away.
The predicted salary is between 29000 - 35000 ÂŁ per year.
2 weeks ago Be among the first 25 applicants
Hi we’re Glean. We make study software that improves your confidence and ability to learn.
- 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 2026.
Join Our Growing Team as a Customer Success Manager at Glean!
Fuelled by company success and expansion, Glean is looking for a motivated Customer Success Manager (CSM) to become a key part of our Customer Success function.
In this role, you\’ll take ownership of a portfolio of around 100 customer accounts, steering them through their entire journey with Glean – from initial onboarding and driving adoption to securing renewals and identifying growth opportunities.
What You’ll Need
Be proactive
Customer Success at Glean is about anticipation. You\’re comfortable advising clients consultatively, helping them unlock Glean\’s full potential, and know instinctively when and how to engage for maximum impact.
Target driven
You\’ll be joining Glean\’s commercial team structure, where we focus on retaining customers, developing upsell opportunities, and boosting engagement. You thrive on meeting goals and will have clear retention and growth targets for your portfolio, tied to specific incentives.
Deep Curiosity
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 Glean, your insight is vital.
Team-player
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.
Meet The Team
The Customer Success Team at Glean 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, Halden, Tamsin, and Nadia – Customer Success Managers
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 You’ll Be Doing
- Managing a portfolio of approximately 100 customer accounts throughout the entire Glean lifecycle (onboarding, adoption, renewal, and growth).
- Establishing clear customer objectives and managing expectations effectively to ensure a strong foundation for success with Glean.
- Employing a consultative approach to guide customers on best practice and help them maximise value from the Glean platform.
- Monitoring customer health, proactively identifying potential risks, and engaging with customers to resolve obstacles, enabling them to achieve their goals.
- Collaborating closely with colleagues in Sales, Marketing, and other commercial teams to identify and pursue opportunities for account growth.
- Acting as the \’voice of the customer\’ internally by capturing feedback and sharing actionable insights with relevant teams to drive improvements.
- Maintaining accurate and up-to-date customer records, including interactions and key information, within our CRM system (HubSpot)
- Contributing actively to cross-functional projects focused on enhancing the overall customer experience.
- Identifying, proposing, and helping to implement process improvements to increase team efficiency and effectiveness.
About You
We are looking for someone with:
- 3+ years experience in a Customer Success Management / Account Management / Technical Account Management or a similar role.
- Experience of successfully working to financial KPIs, like a sales or retention target.
- Experience working in a Software as a Service (SaaS) business.
- Confident hosting webinars and customer meetings with strong presentation skills.
- Customer-centric with excellent communication skills to consult with customers and advise.
Salary And Benefits
ÂŁ34,000 – ÂŁ40,000 dependent upon experience
️ 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
Nomad working policy with family travel insurance
Enhanced 26 weeks maternity and 4 weeks paternity (fully paid)
???? Health cash plan (from glasses to massages)
6% employer pension contribution
Location:
We have a beautiful office space in Leeds and we love it when we get together to collaborate in person. We typically operate a hybrid way of working, however some of our roles 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
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 Courtney (Recruitment Advisor, 30 minutes)
- First stage interview with Sam and another Glean 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 Glean?
About Glean
Here are a few further resources:
Working at Glean Blog
The Glean Study Tool
Spotlight working at Glean as a CSM
Not quite the right role for you however you’d love to be a part of Glean’s journey?
Let’s connect! Reach out to and we’ll add you to our network, to keep you updated with any future opportunities we think you might be interested in.
Applicant Privacy Notice
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.
About Us
Glean empowers learners with the confidence and ability to build useful knowledge in an age of information overload. Our inclusive learning technology is used by 100,000s of students to gain 21st century learning skills with a proven note taking process. We aim to reduce waste by helping learners to get more value from working with spoken language.
Our mission is to challenge how the world thinks about learning so that it’s more accessible, productive, and purposeful for all learners. Join our values-driven and growing team if you’re excited by our goal to change a million lives for the better.
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Customer Success Manager employer: Genio
Contact Detail:
Genio Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with Glean's software and its unique features. Understanding how the platform works will allow you to speak confidently about its benefits during interviews, showcasing your deep curiosity and proactive approach.
✨Tip Number 2
Research the EdTech market and current trends. Being knowledgeable about industry developments will help you demonstrate your passion for customer success and your ability to anticipate client needs effectively.
✨Tip Number 3
Prepare examples of how you've successfully managed customer accounts in the past. Highlight specific instances where you drove adoption or secured renewals, as this will illustrate your target-driven mindset and experience.
✨Tip Number 4
Showcase your teamwork skills by discussing how you've collaborated with other departments in previous roles. Glean values a team-player mentality, so emphasising your ability to work cross-functionally will set you apart.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success Management or similar roles. Emphasise your achievements related to customer retention, upselling, and meeting financial KPIs, as these are crucial for the role at Glean.
Craft a Compelling Cover Letter: In your cover letter, express your passion for EdTech and how your skills align with Glean's mission. Mention specific examples of how you've successfully managed customer accounts and driven engagement in previous roles.
Showcase Your Communication Skills: Since excellent communication is key for this position, consider including examples of how you've effectively communicated with clients or led webinars. This will demonstrate your ability to consult and advise customers effectively.
Research Glean: Familiarise yourself with Glean's products and values. Understanding their software and the needs of their customers will allow you to tailor your application and show that you're genuinely interested in contributing to their mission.
How to prepare for a job interview at Genio
✨Show Your Proactivity
Demonstrate your proactive nature by sharing examples of how you've anticipated customer needs in previous roles. Discuss specific instances where you took the initiative to solve problems before they escalated.
✨Understand the EdTech Market
Research the EdTech industry and Glean's position within it. Be prepared to discuss trends, challenges, and opportunities in the market, showcasing your deep curiosity and understanding of customer needs.
✨Highlight Team Collaboration
Emphasise your ability to work as part of a team. Share experiences where you collaborated with sales or marketing teams to achieve common goals, illustrating your team-player mentality.
✨Prepare for the Culture Fit Interview
Since Glean values culture and teamwork, think about how your personal values align with theirs. Prepare to discuss how you can contribute to their sociable and collaborative environment during the final stage interview.
