TryHackMe

Customer Success Manager – Education

TryHackMe

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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About the role

  • Own the success of a portfolio of our education customers
  • Run EBRs, define and deliver on success metrics with accounts where engagement depth drives commercial outcomes
  • Build and maintain relationships with instructors, programme leads, and training coordinators across your strategic tier
  • Design and maintain structured onboarding journeys (30–90 day paths) that drive fast time-to-value
  • Implement adoption nudges, churn-prevention triggers, and renewal workflows that scale across hundreds of accounts
  • Build renewal health and prediction models based on usage, engagement, and lifecycle signals
  • Help define what a great no-CSM customer experience looks like for this segment.
  • Provide day-to-day support and respond quickly across email, Slack, and other async channels.

Requirements

  • Proven experience managing large, high-volume portfolios — 100+ accounts — with clear renewal and retention results
  • Demonstrated experience personally building automated onboarding, adoption, and renewal journeys — not just using existing flows, but designing and owning them
  • Strong support instincts: fast, accurate, empathetic responses to a constant flow of client queries
  • Technical literacy sufficient to triage platform issues and communicate clearly to both customers and engineering
  • High data literacy — you use health scores, usage signals, and engagement metrics to make decisions, not gut feel
  • Highly organised, with demonstrable systems for tracking renewals, flagging risks, and managing a large portfolio without accounts slipping
  • Proactive communicator — in a remote company, over-communication is a feature, not a flaw
  • Cross-functional and resourceful — comfortable working across support, engineering, product, and sales without needing to be managed step by step
  • Strong async written communication across email, Slack, and whatever channels clients use.
Benefits
  • Competitive salary + annual performance bonus
  • Fully remote & flexible hours
  • Tech setup provided (laptop + accessories)
  • Health insurance (location dependent)
  • £2,500 annual training budget for professional development
  • Annual all-company retreat
  • Enhanced parental leave
  • Virtual team lunches covered by us
  • Free TryHackMe subscription for your friends and family
  • 401k / Pension plan
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
automated onboardingadoption journeysrenewal workflowsrenewal health modelsdata literacyusage signalsengagement metricssuccess metricsportfolio management
Soft Skills
support instinctsempathetic responseshighly organisedproactive communicatorcross-functional collaborationresourcefulnessstrong written communication