At a Glance
- Tasks: Drive customer success and growth through strong relationships and strategic insights.
- Company: Join a dynamic EdTech company focused on cognitive profiling and learner achievement.
- Benefits: Own shares, competitive salary, flexible working, and wellness support.
- Other info: Be part of a Disability Confident employer that values unique skills.
- Why this job: Make a real impact in education while growing your career in a supportive environment.
- Qualifications: 3+ years in Customer Success or Sales; SaaS experience preferred.
The predicted salary is between 50000 - 65000 £ per year.
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 employer: Job Search Place Limited
Cognassist is an exceptional employer that prioritises employee growth and well-being, offering a competitive salary alongside a comprehensive benefits package including EMI company shares, flexible working arrangements, and dedicated coaching sessions for personal development. Our vibrant work culture fosters collaboration and innovation, empowering you to make a meaningful impact in the EdTech sector while enjoying a supportive environment that celebrates diversity and inclusivity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. 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 Job Search Place Limited 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 Lead
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 Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited 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 Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨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.
