Location
London
Hours
Full Time
Salary
Competitive, details to be discussed
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 growing rapidly over the next few years, we’re at an 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, managing onboarding through to ongoing engagement and expansion, ensuring schools have an excellent experience so renewal is a given. You will be a strategic partner to teachers and school leaders, creating strategies aligned with school goals and building trust with senior stakeholders, all aimed at making a life-changing impact on students' educational achievements and lives.
You will champion the voice of the customer internally, helping to refine how the Customer Success function operates by improving processes, playbooks, and ways of working as we scale. This role suits someone who thrives on ownership: flexible and resourceful enough to make things happen for schools without waiting for every process or product feature to be built, confident in prioritising a busy caseload, and proactive about improvements before being asked.
At Up Learn, we combine cognitive science, instructional theory, and artificial intelligence to create one of the world’s most effective learning experiences. Our mission is to give every learner the most effective path to success, envisioning a world where every learner achieves more, faster, through adaptive, mastery-based learning. We are the market-leading platform for A Levels, with seven courses and 1 in 3 A Level students using Up Learn. We are launching GCSE Science and accelerating growth to expand our impact to millions more students.
Our results speak for themselves: 97% of students who complete our courses achieve an A*/A, including those who started with lower grades. A large-scale evaluation in schools found usage is associated with 9 months additional progress and grade improvements across whole year groups. For every paying student, we provide a full scholarship to a student in need, ensuring high-quality education is accessible to all.
Responsibilities
- Own and grow a portfolio of school and MAT relationships, including strategic and high-value partnerships
- Onboard new school partnerships: account set-up, programme launch, staff training, and accelerating customer value
- Run regular health checks and build deep relationships with teachers and school leaders, understanding their challenges and helping them maximise Up Learn’s benefits
- Deliver onboarding and engagement journeys that drive measurable student impact and set schools up for renewal
- Identify and support cross-sell and upsell opportunities within your accounts, collaborating closely with sales who lead on closing renewal and expansion deals
- Act as Up Learn's product expert and brand ambassador, driving engagement and buy-in for new and existing products
- Use customer success metrics and feedback to identify issues and opportunities early, feeding insights back into product, marketing, and content teams
- Help standardise playbooks, reporting, and customer journeys, and take ownership of projects improving the Customer Success function
- Work alongside the Head of Customer Success to shape schools strategy as we scale
Experience
- Managing a large volume of customer or client relationships, such as in Customer Success, Account Management, Portfolio Management, Customer Operations, or frontline/ops leadership roles
- Comfortable with CRM tools; HubSpot experience is a plus
- Experience with MATs or the UK school system, EdTech or SaaS background, and mentoring or informal management experience are preferred but not essential
About you
- Passionate about education and motivated by Up Learn's mission
- Exceptional communication and relationship-building skills, able to tailor messages across audiences and formats including email, documents, presentations, and verbal communication with clarity in both formal and informal settings
- Strong empathy, especially understanding the challenges teachers face in the classroom
- Flexible and resourceful, able to deliver value for schools with limited resources and prioritise a busy caseload without losing sight of key objectives
- Proactive, forward-thinking problem solver who applies initiative and acts without waiting to be told
- Thrives in a culture of feedback, always seeking to grow and improve
- Highly organised, with strong attention to detail and a bias for action
- Available for occasional travel to in-person events such as school visits or conferences
- Forward-thinking and proactive, using AI and technology to work smarter and focusing energy on judgement calls and relationships that need a human touch
- Hunger to learn about classroom challenges and passion for solving them
- Understanding of the UK school curriculum and interest in transforming the teacher experience by supporting schools throughout their Up Learn journey
- Open to candidates from diverse professional backgrounds who have spent their career close to customers and know how to support them at scale
Qualifications
If you don’t meet every requirement but believe you’re the right person and are willing to learn, we strongly encourage you to apply.