Head of Customer Success

Up Learn

. Own and evolve Up Learn’s customer success strategy, ensuring it supports retention, partner growth, and long-term customer value.

Posted 4/20/2026full-timeLondon • 🇬🇧 United KingdomLeadWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Minimum 5 years’ experience in Customer Success, Account Management, or a related customer-facing commercial role.
Proven experience leading or mentoring customer success teams and building high-performance cultures.
Strong track record of improving retention, driving adoption, and growing customer accounts.
Strong analytical and problem-solving skills, with experience using data to inform decision-making, prioritisation, and performance management.
Experience creating or scaling customer success processes, systems, and frameworks in a fast-growing environment.
Comfortable using HubSpot and/or other CRM tools, dashboards, and reporting to manage customer insight and team performance.
Experience using AI and automation tools to improve and streamline processes.
Excellent stakeholder management skills, with confidence working with senior leaders both internally and externally.
Strong commercial judgment, with the ability to balance customer value with business outcomes.
Experience in edtech, education partnerships, schools, MATs, universities, or mission-led organisations is highly desirable.

Benefits

Comp & perks

Awesome colleagues! We’ve put together a cracking team, and now you’re part of it you’ll shape the future of it
Meaningful, fulfilling and engaging work that has an immediate positive impact on tens of thousands of students and the potential to impact millions of students
The opportunity to build the future of education and accelerate humanity’s ability to learn
Tons of opportunities to learn and develop a wide range of skills
Up Learn supports a hybrid working environment with a minimum of two days in the office per week (one team day and one company day) and the rest is up to you!
A competitive salary + bonus package
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!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success strategydata-driven strategiesperformance managementretention improvementadoption growthonboarding processesimplementation processesanalytical skillsproblem-solving skillshigh-performance culture building

Soft Skills

leadershipcoachingstakeholder managementcommunicationrelationship buildingstrategic thinkingteam developmentcollaborationfeedback utilizationcommercial judgment