At a Glance
- Tasks: Build strong relationships with university partners and ensure they maximise value from our AI learning platform.
- Company: Join a fast-growing EdTech start-up on a mission to transform student learning.
- Benefits: Competitive salary, flexible working, gym membership, and professional development opportunities.
- Other info: Hybrid role based in Bristol with opportunities for growth and development.
- Why this job: Make a meaningful impact on education while working with passionate, mission-driven colleagues.
- Qualifications: Experience in customer success or account management, ideally in SaaS or EdTech.
The predicted salary is between 40000 - 50000 £ per year.
Location: Bristol - Hybrid (with occasional travel to university campuses and events)
Salary: £40k-£50k base with £10k OTE depending on experience
Reports to: CSO
About StudyStash
StudyStash (www.studystash.com) is a powerful AI learning companion that helps students take better notes, learn more effectively, and prepare smarter. Already trusted by students and institutions alike, StudyStash is on a mission to improve learning outcomes by making study more intelligent, personalised, and engaging.
With a growing number of UK and International universities and colleges adopting StudyStash, we're looking for a Customer Success Manager to ensure our partners get maximum value from the platform.
The Role
As Customer Success Manager, you’ll be the main point of contact for our university partners. From onboarding and training to ongoing support and strategic account development, you’ll work closely with academics, learning support teams, and IT departments to embed StudyStash into teaching and learning. This is a high-impact role where you’ll build strong relationships, drive product adoption, and help shape how universities support student learning using AI.
Key Responsibilities
- Own the end-to-end relationship for a portfolio of up to 20 university accounts, acting as the primary point of contact post-sale.
- Lead onboarding and implementation for new institutions, coordinating with university IT teams on SSO configuration and LTI/system integrations.
- Build strong working relationships with Digital Learning and Learning Technology teams using typically Canvas or Moodle, supporting embedding of StudyStash into existing set ups.
- Engage academic stakeholders — from module leads and Heads of Department through to Deans and senior leadership to demonstrate value, share usage/outcome data, and secure engagement.
- Track account health, usage data, and engagement metrics; proactively flag at-risk accounts and build renewal/expansion plans.
- Manage your account portfolio and project work through Notion, keeping accurate records of account status, action items, and stakeholder contacts.
- Run regular check-ins, quarterly business reviews, and renewal conversations with each institution.
- Gather customer feedback and act as the voice of the customer internally, feeding into product and sales teams.
- Support case study and testimonial development from successful accounts.
- Identify expansion opportunities within existing accounts (e.g. additional faculties, departments, or modules).
Experience
- Experience in a customer success, account management, or client relationship role, ideally in SaaS or Edtech.
- Comfortable holding technical conversations (SSO, SAML basics, LTI, system integrations) without needing to be an engineer. This will require enough fluency to translate between IT teams and your own product/technical colleagues.
- Experience working with or selling into universities or the broader HE sector is a strong plus, but not essential.
- Confident communicating with senior stakeholders (Dean-level and above) as well as day-to-day operational contacts.
- Highly organised, with experience managing multiple accounts/projects concurrently (Notion experience a plus, but not essential as we will train you).
- Strong written and verbal communication skills; comfortable presenting data and outcomes to non-technical audiences.
- A proactive, relationship-driven approach — you see yourself as an advocate for the customer, not just a support contact.
- Based within commuting distance of Bristol, comfortable with a hybrid working pattern.
- Experience working with or in a UK university or college.
- Background in EdTech, SaaS, or digital learning tools including Canvas or Moodle.
- Familiarity with CRM and use of AI to streamline tasks.
- Understanding of AI in education and digital transformation in Higher education.
Why Join StudyStash?
- Be part of a fast-growing EdTech start-up improving how students learn.
- Work with a passionate, mission-driven team.
- Flexible working with regular team meetups.
- Bristol based offices with gym membership.
- Opportunities for professional development and growth.
- Meaningful impact on the future of education.
Customer Success Manager employer: StudyStash
At StudyStash, we pride ourselves on being an exceptional employer that fosters a dynamic and supportive work culture. As a Customer Success Manager, you'll enjoy the flexibility of hybrid working while being part of a passionate team dedicated to transforming education through AI. With opportunities for professional development, regular team meetups, and a meaningful impact on student learning outcomes, joining us in Bristol means becoming part of a mission-driven environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at StudyStash. 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 StudyStash 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
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 StudyStash:Your cover letter is your chance to shine! Tell us why you want to work at StudyStash 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 StudyStash!
How to prepare for a job interview at StudyStash
✨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.
