Up Learn

Customer Success Manager

• Own and evolve Up Learn’s customer success strategy, ensuring it supports retention, partner growth, and long-term customer value.
• Build, lead, and develop a high-performing team of School Success Managers, providing clear direction, coaching, and support.
• Create a scalable, data-driven customer success function with the right processes, playbooks, tools, and operating rhythms to support growth.
• Establish clear annual goals, success metrics, KPIs, and quarterly OKRs for the team, using data to monitor performance, forecast outcomes, and drive continuous improvement.
• Use customer and commercial data to prioritise the highest-impact opportunities across the customer lifecycle, balancing immediate customer needs with long-term strategic improvements.
• Develop and implement data-driven strategies to improve implementation, onboarding, engagement, retention, and renewal outcomes across all customer segments.
• Ensure customers achieve their desired success outcomes and maximise the value they get from the Up Learn platform, using insight and usage data to drive adoption.
• Lead customer success and account management for our highest-value MAT and strategic customers, including senior stakeholder relationships and high-level reporting to MAT SLT.
• Conduct regular success reviews and engagement checkpoints, using feedback, engagement data, and performance trends to identify risks, strengthen relationships, and uncover opportunities for upsell and expansion.
• Build a strong customer advocacy network of champions who actively promote Up Learn and help generate new opportunities through referrals, case studies, and word of mouth.
• Design and optimise onboarding, implementation, and training processes to improve adoption, increase efficiency, and create a more consistent customer experience.
• Use CRM systems, customer data, dashboards, and AI tools to streamline workflows, improve team efficiency, and strengthen visibility across the customer journey.
• Build reporting frameworks and performance dashboards that enable the team and wider business to make better decisions, spot trends early, and act quickly.
• Collaborate closely with Product, Marketing, and Sales to represent the voice of the customer, influence roadmap priorities, and shape effective go-to-market strategies.
• Build feedback loops that turn customer insight and behavioural data into action, helping improve both the product experience and commercial outcomes.
• Stay up to date with edtech trends, customer success best practice, and competitor activity to keep Up Learn ahead of the market.
• Take ownership of additional strategic projects and workstreams as needed.

Head of Customer Success