At a Glance
- Tasks: Manage relationships with schools to enhance student wellbeing and drive platform success.
- Company: Fast-growing Edtech SaaS company transforming student wellbeing globally.
- Benefits: Competitive salary, hybrid work, international exposure, and annual team meetups.
- Other info: Join a high-performing team with ownership and autonomy in a founder-led business.
- Why this job: Make a real impact on student wellbeing while growing your career in a dynamic environment.
- Qualifications: 2+ years in SaaS Customer Success with strong relationship management skills.
The predicted salary is between 40500 - 49500 £ per year.
- Customer Success Manager
- Central London (Hybrid – 2 days WFH)
Certus Recruitment Group is working with a fast-growing, mission-led Saa S business transforming how schools approach student wellbeing.
The business now supports
1,000 schools across 25 countries and is on track for its fourth consecutive year of 100% growth.
Its platform helps schools deliver consistent wellbeing programmes, identify students who may be struggling earlier, coordinate support and improve student outcomes.
With demand continuing to grow, they're investing in Customer Success to ensure schools maximise the value of the platform and build long-term partnerships.
This is a commercially focused, high-touch CSM role combining relationship management, customer engagement, retention and growth.
The Role
You’ll own a portfolio of approximately
100–150 schools, representing around £750k in annual recurring revenue (ARR) .
Acting as a trusted advisor to school leaders, wellbeing leads and teachers, you’ll take ownership of the full customer journey – from onboarding and adoption through to renewals and account growth.
This isn’t a passive account management role.
You’ll need to be proactive, commercially minded and comfortable using data to identify opportunities, manage risk and drive measurable outcomes.
Responsibilities
- Own and develop a portfolio of 100–150 schools, maximising retention and revenue.
- Onboard new schools, ensuring successful implementation and time to value.
- Drive platform adoption, engagement and usage across your accounts.
- Build relationships with school leaders, wellbeing leads and teaching staff.
- Lead strategic customer conversations and develop tailored success plans.
- Monitor account health, identify risks and proactively manage potential churn.
- Own renewal conversations and deliver strong retention performance.
- Identify and close upsell and expansion opportunities.
- Use customer data and engagement metrics to inform account strategy and prioritisation.
- Work closely with Sales, Product and Customer Success to improve the customer experience.
- Contribute to the development of processes, playbooks and best practice as the business scales.
Requirements
- 2+ years’ experience in Saa S Customer Success. (Account Management, education, consulting or a similar relationship-led roles are highly advantageous).
- Experience managing a customer portfolio with responsibility for retention, renewals or revenue growth.
- A clear understanding of customer success metrics, including retention, NRR and account health.
- Commercially aware, confident identifying opportunities and having renewal and upsell conversations.
- Strong relationship-building and stakeholder management skills.
- Confident presenting, delivering training and communicating value to different audiences.
- Highly organised, with the ability to prioritise and manage a sizeable customer portfolio.
- Proactive, data-driven and comfortable working in a fast-growth environment.
- Confident using AI tools in day-to-day work.
Why Join?
- A genuinely meaningful product focused on improving student wellbeing.
- An established and profitable business achieving consistent 100% annual growth.
- A small, high-performing team with real ownership and autonomy.
- Founder-led, with transparency and a focus on building for the long term.
- An AI-enabled environment that values efficiency, innovation and continuous improvement.
- International exposure, with offices across London, Amsterdam, Sydney and Melbourne.
- A beautiful central London office with two days working from home each week.
- Annual international team meetups.
- The Bottom Line
An opportunity for an ambitious Customer Success professional who enjoys building relationships but also understands the commercial side of the role.
You’ll have ownership of a significant customer portfolio, influence over retention and growth, and the opportunity to make a tangible difference to schools and student wellbeing.
Certus Recruitment is a well-established specialist consultancy providing GTM and IT recruitment services to the technology sector across the UK, Europe, North America and Australia.
Customer Success Manager - Edtech employer: Certus Recruitment
Certus Recruitment is an attractive employer due to its focus on professional development and a supportive work culture. Employees enjoy a hybrid working model that promotes work-life balance while engaging with a mission-driven organization dedicated to improving student wellbeing. The company's commitment to customer success ensures long-term partnerships and growth opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Edtech
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Certus Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Certus Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Edtech
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Certus Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Certus Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Certus Recruitment!
How to prepare for a job interview at Certus Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
