Customer Success Manager

About the role

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  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.

We are growing fast and anticipate many more exciting responsibilities and projects to develop in this role.

• Own and grow a portfolio of…