At a Glance
- Tasks: Lead client relationships and manage a team to drive customer success.
- Company: Join Cognassist, a forward-thinking company focused on education and cognitive support.
- Benefits: Enjoy flexible working, share options, wellness support, and generous holiday allowances.
- Other info: Cognassist values diverse experiences and encourages all applicants to apply.
- Why this job: Make a real impact in education while growing your career in a supportive environment.
- Qualifications: 3+ years in Customer Success or Account Management, ideally in EdTech or SaaS.
The predicted salary is between 36000 - 60000 € per year.
Role Overview
We’re looking for a high-energy, commercially minded Customer Success Lead to act as a senior individual contributor, driving measurable impact across our client base. You’ll combine consultative customer partnerships with a sharp eye for growth opportunities — ensuring every conversation unlocks value, deepens engagement, and fuels renewal and expansion.
This is a role for someone curious, proactive, and commercially driven — equally confident in delivering customer outcomes and spotting sales opportunities in the moment. You’ll also play a key role in sharing best practice and raising the bar across the wider Customer Success team.
Responsibilities
Drive Customer Value & Growth
- Own revenue expansion and contribute directly to net revenue retention targets.
- Build strong relationships with clients, understanding their goals, challenges, and success drivers.
- Proactively spot upsell, cross-sell, and renewal opportunities during customer interactions.
- Shape account strategies that deliver impact for customers and revenue growth for Cognassist.
- Forecast and track account metrics with accuracy, delivering against quarterly revenue goals.
Customer Engagement & Adoption
- Lead customer onboarding and activation, ensuring clients embed Cognassist effectively.
- Deliver tailored enablement and training to drive adoption across teams and stakeholders.
- Champion the benefits of cognitive profiling and learning strategies with senior client leaders.
Consultative Partnership
- Conduct Customer Impact Reviews, providing insights and clear next steps to improve performance.
- Act as a trusted advisor — bringing fresh ideas, best practices, and solutions that add value.
- Collaborate with Sales, Product, and Engineering to ensure customer feedback drives innovation.
Advocacy & Influence
- Convert customer success into advocacy: case studies, testimonials, and reference clients.
- Engage executives and stakeholders to reinforce Cognassist’s strategic value.
- Support timely renewals and negotiate agreements with commercial confidence.
Team Contribution & Best Practice
- Share knowledge, insights, and proven approaches with Customer Success peers.
- Help strengthen team capability by modelling commercial curiosity and proactive customer engagement.
Required Skills & Experience
- Minimum 3 years in Customer Success, Sales, Account Management, or a similar client-facing role.
- SaaS experience essential; EdTech background a plus.
- Strong commercial acumen with proven success in renewals, upselling, and expansion.
- Energetic, curious, and motivated by delivering customer impact and revenue growth.
- Excellent communicator and influencer, comfortable with both frontline users and executives.
- Organised, proactive, and resilient under pressure.
- Skilled with CRM tools and Excel; confident using data to inform decisions.
Key Competencies
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
- Excellent listening, negotiation, and presentation abilities.
- Strong verbal and written communication skills.
Qualifications
- Experience of the Education and EdTech sector preferable but not mandatory, with passion about the education industry and the role of cognition in delivering learner achievement.
What’s in it for You?
- EMI company share scheme, meaning you would own a percentage of shares, turning into significant monetary value in time.
- Competitive salary.
- Westfield Health cash plan.
- 1-2-1 Sanctus coaching sessions to support personal and professional development with proactive mental wellbeing support.
- Flexible working.
- A paid day off on your birthday.
- Aviva Life insurance.
- Workplace Nursery Benefit.
- Long service awards to celebrate key employment anniversaries.
- Excellent discounts/wider wallet.
- 5% matched contribution pension scheme.
- Pension salary exchange scheme.
- 25 days holiday + bank holidays (33 days).
- Paid wellbeing days, volunteer days, and study days.
- Quarterly All Star award.
- Annual company Summer event.
- Modern homeworking tech kit.
- Enhanced maternity & paternity pay.
- And being part of something AMAZING!.
Cognassist is a Disability Confident Committed employer, and we welcome your application even if you believe you do not meet all of the above criteria - your unique skills, and experiences are valued, and your contribution could be exactly what we need to grow together.
Customer Success Lead in Hebburn employer: Cognassist
Cognassist is an exceptional employer that prioritises employee growth and well-being, offering a competitive salary, flexible working arrangements, and a comprehensive benefits package including a share scheme and wellness support. Our collaborative work culture fosters continuous improvement and professional development, ensuring that every team member can thrive while making a meaningful impact in the education sector. Join us in a role where your passion for customer success and cognitive engagement can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead in Hebburn
✨Tip Number 1
Familiarise yourself with the latest trends in Customer Success, especially within the EdTech sector. Understanding the specific challenges and opportunities in this field will help you engage more effectively during interviews.
✨Tip Number 2
Network with current or former Customer Success professionals, particularly those who have experience in SaaS or education. They can provide valuable insights into the role and may even refer you to opportunities at StudySmarter.
✨Tip Number 3
Prepare to discuss how you've used data to drive customer outcomes in your previous roles. Be ready to share specific examples of how your insights led to improved client relationships or product adoption.
✨Tip Number 4
Showcase your leadership skills by discussing any experience you have in managing teams or projects. Highlight how you foster collaboration and continuous improvement, as these are key aspects of the Customer Success Lead role.
We think you need these skills to ace Customer Success Lead in Hebburn
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer success, particularly in managing client relationships and leading teams. Use specific examples that demonstrate your ability to analyse data and drive customer outcomes.
Craft a Compelling Cover Letter:In your cover letter, express your passion for education and cognition. Discuss how your background aligns with the responsibilities of the Customer Success Lead role, and provide insights into how you would leverage data-driven strategies to enhance client experiences.
Showcase Relevant Skills:Emphasise your experience with CRM software and data analysis tools. Highlight your strong communication skills and ability to influence stakeholders, as these are crucial for the role. Provide examples of how you've successfully managed multiple accounts or projects.
Prepare for Potential Questions:Anticipate questions related to your experience in customer success and your approach to team leadership. Be ready to discuss specific challenges you've faced and how you've used data to inform your strategies. This will help you stand out during the interview process.
How to prepare for a job interview at Cognassist
✨Showcase Your Data-Driven Mindset
Prepare to discuss how you've used data to drive customer success in your previous roles. Bring examples of how you've analysed client behaviour and product usage to identify trends and improve outcomes.
✨Demonstrate Leadership Skills
Be ready to talk about your experience managing teams. Highlight specific instances where you provided coaching and support to team members, and how you fostered a collaborative environment.
✨Understand the Product and Its Value
Familiarise yourself with Cognassist and its benefits. Be prepared to explain how you would help clients adopt the product effectively and communicate its value to stakeholders.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you've had to manage challenging client requests or escalations, and how you successfully navigated those situations.
