Digital Customer Success Manager

Role overview Support a high-volume portfolio of school, academy trust, and district customers across the UK. This early-career customer success role focuses on helping education customers adopt a learning platform, renew their subscriptions, and identify opportunities to expand their use. Success depends on organized follow-through, thoughtful customer conversations, and timely coordination with colleagues.

Responsibilities - Engage customers through email, phone, and virtual meetings; understand their goals and relate product value to their priorities. - Manage renewals against quarterly retention targets, spotting risks such as budget concerns early and taking steps to address them. - Encourage adoption through customer goal-setting, implementation planning, and relevant guidance and resources. - Build product knowledge across the platform, curriculum, AI capabilities, and professional learning offerings. - Keep customer communications, renewal opportunities, and tasks accurate in the team’s tracking tools; respond within agreed service timelines. - Coordinate with managers and partner teams, share updates and blockers, apply feedback, and suggest improvements to customer processes.

Requirements - One to two years of experience in customer success, account management, sales, or another customer-facing role. - Strong written and verbal communication, including experience engaging customers remotely. - Careful organization and the ability to prioritize competing needs across a busy customer portfolio. - Ownership of commitments through completion, sound judgment about when to escalate, and a willingness to learn and act on feedback.

Nice to have Experience in education technology or software-as-a-service, familiarity with UK schools or the education landscape, and experience with customer relationship or success management tools.