Customer Success Manager in London

Our schools’ team at Up Learn plays an irreplaceable role in our success as a company, transforming the way teachers and school leaders across the UK use technology, unlocking potential in the classroom. With our tools, teachers can transcend the confines of the traditional curriculum, dedicating their energy to inspiring and guiding students instead. As a small team that will be growing at a very fast pace in the next couple of years, we’re at a very exciting stage of our journey.

We're looking for a Customer Success Manager to own a portfolio of school and MAT relationships across the UK, from onboarding through to ongoing engagement and expansion, ensuring schools have a great enough experience that renewal is a given. You'll be a strategic partner to teachers and school leaders, creating strategies that align with school goals and building trust with senior stakeholders, all in service of a life-changing impact on students' educational achievements, as well as their lives. You'll also champion the voice of the customer internally, and help us sharpen how the CS function operates: improving processes, playbooks and ways of working as we scale.

This is a role for someone who thrives on ownership: flexible and resourceful enough to make things happen for schools without waiting for every process / product feature to be built out, confident prioritising a busy caseload, and proactive about improving things before being asked.

At Up Learn, we’ve built one of the world’s most effective learning experiences by combining cognitive science, instructional theory, and artificial intelligence. Our mission is to give every learner the most effective path to success, and vision a world where every learner achieves more, faster, through adaptive, mastery-based learning.

We’re the market-leading platform for A Levels, with seven courses on offer and 1 in 3 A Level students using Up Learn. Over the next year, we’re launching GCSE Science and accelerating growth, expanding our impact to millions more students. Our results speak for themselves: 97% of students who complete our courses achieve an A*/A, even those who started with lower grades. And a large-scale evaluation of Up Learn in schools found usage is associated with 9 months additional progress, with grade improvements across whole year groups. And for every paying student, we provide a full scholarship to a student in need - ensuring high-quality education is accessible to all.

You're exceptionally capable, highly driven and naturally empathetic, and care about our mission of pushing the frontiers of effective education. You're forward-thinking and proactive: you'd rather find a way to make things happen for a school than wait for the perfect process to be in place. You take ownership, bring a growth mindset rather than a rigid one, and use AI and technology to work smarter, not harder, saving your energy for the judgement calls and relationships that actually need a human.

You have a hunger to learn about challenges in the classroom and are passionate about solving them. You have an understanding of the UK school curriculum and an interest in transforming the teacher experience by supporting and inspiring our schools at every stage of the Up Learn journey. You don't need to have come from EdTech, or even from a direct account management background, to be right for this role. We're just as interested in people who've led ops teams, managed large caseloads, worked frontline customer service, or been part of a Voice of Customer programme - anyone who's spent their career close to customers and knows how to keep them supported at scale.

At Up Learn, we welcome everyone and are committed to building inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work. We put a lot of effort into building this great working environment and are looking for individuals to add value to our super smart, fiercely passionate and incredibly skilled team and company.

Responsibilities:

• Own and grow a portfolio of school and MAT relationships, including some of our most strategic and high-value partnerships.
• Onboard new school partnerships: account set-up, programme launch, staff training, getting customers to value as fast as possible.
• Run regular health checks and build deep relationships with teachers and school leaders, understanding their pain points and helping them get the most from Up Learn.
• Deliver onboarding and engagement journeys that drive measurable student impact and set schools up to renew.
• Identify and support cross-sell and upsell opportunities within your accounts, working closely with sales who lead on closing renewal and expansion deals.
• Be Up Learn's product expert and brand ambassador, driving engagement and buy-in for new and existing products.
• Use customer success metrics and feedback to spot issues and opportunities early, and feed insights back into product, marketing and content.
• Help standardise our playbooks, reporting and customer journeys, and take ownership of projects that improve how the CS function runs.
• Work alongside the Head of Customer Success to shape schools strategy as we scale.

Requirements:

• Experience managing a large volume of customer or client relationships - this could be Customer Success, Account Management, Portfolio Management, Customer Operations, or frontline/ops leadership roles.
• Passionate about education and motivated by Up Learn's mission.
• Exceptional communication and relationship-building skills, able to tailor and flex across audiences and formats: email, documents, presentations, verbal, with clarity in both formal and informal settings.
• Strong empathy in any situation, with emphasis on understanding the challenges teachers face in the classroom.
• Flexible and resourceful: able to deliver value for schools where resource can be limited, and to prioritise a busy caseload without losing sight of what matters most.
• A proactive, forward-thinking problem solver - you spot what needs doing, apply initiative, and get on with it rather than waiting to be told.
• Comfortable with tools and technology; CRM experience, ideally HubSpot, is a plus.
• Thrive in a culture of feedback, always looking to grow and improve.
• Highly organised, with strong attention to detail and a bias for action.
• Available for occasional travel to in-person events, e.g. school visits or conferences.

Preferred but not essential: experience with MATs or the UK school system; EdTech or SaaS background; experience mentoring or informally managing others.

Benefits:

• A competitive salary.
• Meaningful stake in the company’s growth and success (equity share options).
• ~35 days of paid holiday per year made up of: 26 days of bookable holiday, plus bank holidays, plus unlimited ‘extra days’ (i.e. if you need a few more days, no problem).
• Significantly enhanced parental leave.
• Level 6 (highest level) dental insurance.
• Paid-for coffee breaks (a great chance to get to know the team).
• Monthly & quarterly paid-for socials and quality time with your work colleagues as well as an in-office shower room to make sporting activities easier to join.
• A spacious and bright private office in Old Street, with delicious coffee, a selection of teas and unlimited snacks and drinks.
• Cycle-to-Work: we are registered so you can buy a bike and accessories tax-free.
• Unlimited budget for any work-related books you need.
• Family access to Up Learn: your family and close relatives get unlimited access to any Up Learn course for free!

Our core values:

• CARE: Put people and mission first. Celebrate success together.
• OWN: Take responsibility. Step up. Transparently own outcomes.
• LEARN: Live for learning. Seek feedback. Turn challenges into opportunities.
• ACT: Prioritise progress. Challenge what’s possible. Move the needle.