Customer Success Manager

About the role

Easygenerator is seeking a Customer Success Manager to step into a pivotal role within an innovative e-learning software company operating at the forefront of the EdTech sector. This position centers on establishing and nurturing trustful, long-term relationships with a diverse customer base that spans numerous industries and geographic regions. The successful candidate will be the primary driver of customer retention, expansion, and advocacy, directly fueling the sustainable growth of the organization. You will own the complete customer journey for a designated portfolio, ensuring that each client not only achieves their desired business outcomes but also realizes the full potential of the e-learning platform. This role requires a proactive mindset, where you act as a strategic partner, guiding customers through best practices and maximizing their return on investment. You will translate complex product capabilities into clear value propositions, ensuring alignment between customer goals and platform usage. Ultimately, you will serve as the critical bridge between the customer organization and the internal Easygenerator team, ensuring a seamless and value-driven experience.

Key facts

What you'll do

You will be entrusted with the strategic oversight of a portfolio of accounts, taking ownership of their satisfaction, retention rates, and growth trajectory. You will cultivate and sustain strong, trust-based relationships with key stakeholders, positioning yourself as a trusted advisor who is invested in their success. You will systematically analyze account health scores, interpreting data and signals to proactively identify areas for improvement and implement corrective actions. You will take the lead in identifying potential risks within accounts early, collaborating closely with customer stakeholders to design and execute effective mitigation plans. You will own the facilitation of regular check-ins, structured Quarterly Business Reviews (QBRs), and high-level strategic discussions to review progress and future goals. You will develop and execute tailored success plans for each customer, aligning internal resources to support retention and to uncover expansion and upsell opportunities. You will synthesize customer feedback, acting as the voice of the customer internally to provide actionable insights to the Product team. You will influence the product roadmap by translating customer needs and market trends into concrete requirements and feature requests. You will ensure that every customer interaction reinforces the value of the Easygenerator platform, driving adoption and demonstrating clear business impact. You will collaborate with Sales and Marketing to ensure a cohesive customer experience from onboarding through to maturity. You will monitor the competitive landscape, identifying threats and opportunities to reinforce Easygenerator's market position. You will document success playbooks and best practices, creating scalable frameworks that enhance the support of both current and future customers. You will contribute to the development of a customer-centric culture within the organization by sharing knowledge and learnings across departments.

Requirements

You possess a bachelor's degree or higher, demonstrating a foundational commitment to continuous learning and professional development. You bring 2-3 years of direct Customer Success or key account management experience to the role, where prior experience is a valuable asset but not an absolute prerequisite. You have excellent written and spoken English, enabling you to communicate clearly, lead complex conversations, and know when to practice active listening. You operate with a strong commercial mindset, possessing a passion for negotiating outcomes that deliver value for both the customer and our internal stakeholders. You have a distinctly customer-oriented approach, with the innate ability to look beyond surface requests and identify the real underlying need. You are highly organized and disciplined, capable of managing multiple priorities and deadlines in a fast-paced environment without compromising quality. You are a proactive problem-solver who takes initiative, seeking out solutions rather than waiting for instructions. You are comfortable working independently and as part of a distributed team, requiring minimal supervision while maintaining a high level of accountability. You are comfortable with technology and possess a quick aptitude for learning new software platforms and tools. You are based in the United Kingdom, aligning with the primary location requirement for this position. You are prepared to engage with a SaaS B2B sales cycle, understanding the nuances of selling into enterprise environments. You have a genuine passion for education and a desire to see customers succeed and grow their training programs. You are resilient and adaptable, able to navigate the evolving landscape of the EdTech industry. You communicate with empathy and professionalism, even when managing challenging situations or stakeholder concerns. You are detail-oriented, ensuring accuracy in reporting, documentation, and account management processes.

Nice to have

You have a specific passion for HR technology and are familiar with the latest trends and innovations shaping the space. You have a demonstrated interest in workforce development and the future of learning. You have experience working with learning management systems (LMS) or related training platforms. You are knowledgeable about industry benchmarks and standards for training and development. You have a background in a consultative sales or customer success environment, particularly within a software context. You are skilled in data analysis and using metrics to drive decision-making and demonstrate impact. You have experience creating compelling narratives and presentations to communicate value to executive stakeholders. You are fluent in additional languages, which would be advantageous for supporting a diverse customer base. You have a creative mindset, contributing ideas for improving the customer experience and product functionality. You are familiar with remote work best practices and collaboration tools, thriving in a flexible, asynchronous environment. You have a natural curiosity and a commitment to ongoing self-improvement within the professional domain.

Practical notes

This is a full-time position based in the United Kingdom. The role requires a reliable internet connection and a suitable workspace for remote collaboration. Travel is not expected as part of this role, ensuring a focused work-life integration. There are no specific visa sponsorship details mentioned in the source material, and applicants are encouraged to verify their eligibility to work in the UK. The position is contingent upon the successful completion of standard hiring procedures.