Customer Success Executive

Hi were Genio. We create beautifully simple learning tools that boost knowledge skills and confidence.

• We’re a SaaS scale‑up and one of the fastest‑growing tech companies in the North.
• We have 100 people across the UK with our HQ in Leeds.
• Our award‑winning software is used by 100,000+ students at over 800 universities & colleges worldwide.
• We’re growing to support 1 million students to become better learners by 2030.

As Customer Success Executive you will manage and support a portfolio of 100‑250 higher‑education institution customers, guiding them through the full customer lifecycle. You will focus on driving value, ensuring successful onboarding, building advocacy and securing long‑term retention and growth. You will balance direct relationship management with scalable engagement strategies to ensure every customer achieves their desired outcomes with Genio.

• Portfolio Management: Manage 100‑250 higher‑education customers using rigorous prioritisation to balance proactive outreach with reactive support.
• Value Delivery: Drive advocacy through a hybrid approach combining personal relationships with scalable methods such as webinars and automations.
• Creative Problem Solving: Work creatively to overcome roadblocks, collaborating with internal teams to find solutions that align with customer goals.
• Retention & Growth: Secure renewals by demonstrating ROI and identifying expansion opportunities to introduce customers to new tools and wider usage.
• Internal
  
  Collaboration:
  
  Champion the Voice of the Customer internally, influencing Sales, Product and Engineering to keep our customers’ needs at the forefront.

The Customer Success Team at Genio sits within the Revenue function, working closely with Marketing and Sales. We are made up of:

• Sam – Customer Success Team Manager (you’ll report to him)
• Jenna – Strategic Customer Success Manager
• Laura – Senior Customer Success Manager
• Tamsin – Senior Customer Success Manager
• Nadia – Senior Customer Success Manager
• Mei‑Lin – Customer Success Manager

We’re a sociable team who discuss our interests, have fun together and work hard to meet targets.

• Two years of experience in a customer‑facing role, ideally within a B2B environment.
• Exceptional organisational skills with the ability to prioritise tasks across a large volume of accounts.
• Strong ability to deliver value in‑person and through written digital channels (email campaigns).
• A creative thinker who enjoys overcoming challenges and finding non‑standard solutions to help customers succeed.
• A can‑do attitude with a drive to bring fresh ideas and a passion for customer success.
• A team player who works well with others and can effectively influence colleagues in different departments.
• Comfortable working in a fast‑paced environment and adapting to changing needs of a growing customer base.

• Experience working with or within the Higher Education sector.
• Familiarity with CRM tools (e.g., Hub Spot) and Google Workspace.

£28,000 – £30,000, dependent on experience (OTE up to £41,000 with uncapped earning potential).

33 days annual leave (inclusive of bank holidays).

3 gifted days off at Christmas.

Generous individual learning and training allowance.

Truly flexible hours to suit when you work best.

Full home‑working set‑up and beautiful collaborative office space.

Free Leeds City Centre office parking.

Nomad working policy with family travel insurance.

Enhanced 26 weeks maternity and 4 weeks paternity (fully paid).

Health cash plan (from glasses to massages).

6% employer pension contribution.

We have a beautiful office space in Leeds and enjoy collaborating in person. Our preference for this role is hybrid working. We may support remote working within the UK if you live more than 50 miles from the office.

We’ll review your application and respond within one week. Even if it isn’t the news you hoped for we appreciate the transparency.

If we invite you to interview, here’s an overview of the process:

• Screening interview with someone in our Recruitment team (30 minutes).
• First‑stage interview with Sam and another…