Customer Success Manager - Edtech
- Greater London
- Permanent
- Go-To-Market (GTM)
- JWn10-1757426
- 10/11/2026
Customer Success Manager
Central London (Hybrid – 2 days WFH)
£40k–£45k base | £50k–£55k OTE
Certus Recruitment Group is working with a fast-growing, mission-led SaaS business transforming how schools approach student wellbeing.
The business now supports 1,000 schools across 25 countries and is on track for its fourth consecutive year of 100% growth. Its platform helps schools deliver consistent wellbeing programmes, identify students who may be struggling earlier, coordinate support and improve student outcomes.
With demand continuing to grow, they're investing in Customer Success to ensure schools maximise the value of the platform and build long-term partnerships.
This is a commercially focused, high-touch CSM role combining relationship management, customer engagement, retention and growth.
The Role
You'll own a portfolio of approximately 100–150 schools, representing around £750k in annual recurring revenue (ARR).
Acting as a trusted advisor to school leaders, wellbeing leads and teachers, you'll take ownership of the full customer journey – from onboarding and adoption through to renewals and account growth.
This isn't a passive account management role. You'll need to be proactive, commercially minded and comfortable using data to identify opportunities, manage risk and drive measurable outcomes.
Responsibilities
An opportunity for an ambitious Customer Success professional who enjoys building relationships but also understands the commercial side of the role.
You'll have ownership of a significant customer portfolio, influence over retention and growth, and the opportunity to make a tangible difference to schools and student wellbeing.
Certus Recruitment is a well-established specialist consultancy providing GTM and IT recruitment services to the technology sector across the UK, Europe, North America and Australia.
Central London (Hybrid – 2 days WFH)
£40k–£45k base | £50k–£55k OTE
Certus Recruitment Group is working with a fast-growing, mission-led SaaS business transforming how schools approach student wellbeing.
The business now supports 1,000 schools across 25 countries and is on track for its fourth consecutive year of 100% growth. Its platform helps schools deliver consistent wellbeing programmes, identify students who may be struggling earlier, coordinate support and improve student outcomes.
With demand continuing to grow, they're investing in Customer Success to ensure schools maximise the value of the platform and build long-term partnerships.
This is a commercially focused, high-touch CSM role combining relationship management, customer engagement, retention and growth.
The Role
You'll own a portfolio of approximately 100–150 schools, representing around £750k in annual recurring revenue (ARR).
Acting as a trusted advisor to school leaders, wellbeing leads and teachers, you'll take ownership of the full customer journey – from onboarding and adoption through to renewals and account growth.
This isn't a passive account management role. You'll need to be proactive, commercially minded and comfortable using data to identify opportunities, manage risk and drive measurable outcomes.
Responsibilities
- Own and develop a portfolio of 100–150 schools, maximising retention and revenue.
- Onboard new schools, ensuring successful implementation and time to value.
- Drive platform adoption, engagement and usage across your accounts.
- Build relationships with school leaders, wellbeing leads and teaching staff.
- Lead strategic customer conversations and develop tailored success plans.
- Monitor account health, identify risks and proactively manage potential churn.
- Own renewal conversations and deliver strong retention performance.
- Identify and close upsell and expansion opportunities.
- Use customer data and engagement metrics to inform account strategy and prioritisation.
- Work closely with Sales, Product and Customer Success to improve the customer experience.
- Contribute to the development of processes, playbooks and best practice as the business scales.
- 2+ years' experience in SaaS Customer Success. (Account Management, education, consulting or a similar relationship-led roles are highly advantageous).
- Experience managing a customer portfolio with responsibility for retention, renewals or revenue growth.
- A clear understanding of customer success metrics, including retention, NRR and account health.
- Commercially aware, confident identifying opportunities and having renewal and upsell conversations.
- Strong relationship-building and stakeholder management skills.
- Confident presenting, delivering training and communicating value to different audiences.
- Highly organised, with the ability to prioritise and manage a sizeable customer portfolio.
- Proactive, data-driven and comfortable working in a fast-growth environment.
- Confident using AI tools in day-to-day work.
- A genuinely meaningful product focused on improving student wellbeing.
- An established and profitable business achieving consistent 100% annual growth.
- A small, high-performing team with real ownership and autonomy.
- Founder-led, with transparency and a focus on building for the long term.
- An AI-enabled environment that values efficiency, innovation and continuous improvement.
- International exposure, with offices across London, Amsterdam, Sydney and Melbourne.
- A beautiful central London office with two days working from home each week.
- Annual international team meetups.
An opportunity for an ambitious Customer Success professional who enjoys building relationships but also understands the commercial side of the role.
You'll have ownership of a significant customer portfolio, influence over retention and growth, and the opportunity to make a tangible difference to schools and student wellbeing.
Certus Recruitment is a well-established specialist consultancy providing GTM and IT recruitment services to the technology sector across the UK, Europe, North America and Australia.