About the role
At Up Learn, we are looking for a strategic, commercially minded, data-driven Head of Customer Success to lead, improve, and scale our customer success function.
In this role, you will be responsible for building a high-performing team, creating the systems and playbooks needed to scale, and ensuring our school, university, charity, and partnership customers achieve outstanding outcomes with Up Learn. You will own the strategy for customer onboarding, engagement, retention, and expansion, using data and insight to prioritise the highest-impact opportunities, improve customer experience, and maximise long-term customer value.
This is a critical leadership role for someone who can balance strategy, operational excellence, and execution: improving performance, identifying risks and opportunities through data, and building the structure, visibility, and team capability needed to support ambitious growth.
About us
At Up Learn, we’ve built one of the world’s most effective learning experiences by combining cognitive science, instructional theory, and artificial intelligence. Our mission is to give every learner the most effective path to success, and vision a world where every learner achieves more, faster, through adaptive, mastery-based learning.
We’re the market-leading platform for A Levels, with seven courses on offer and 1 in 3 A Level students using Up Learn. Over the next year, we’re launching GCSE Science and accelerating growth, expanding our impact to millions more students.
Our results speak for themselves: 97% of students who complete our courses achieve an A*/A, even those who started with lower grades. And a large-scale evaluation of Up Learn in schools found usage is associated with 9 months additional progress, with grade improvements across whole year groups.
And for every paying student, we provide a full scholarship to a student in need - ensuring high-quality education is accessible to all.
About you
- A strategic, data-driven thinker who can also execute brilliantly.
- Someone who is highly organised and able to prioritise effectively in a fast-moving environment.
- A strong people leader who raises standards, builds capability, and creates clarity.
- A customer-first operator who can turn insight into action and action into measurable outcomes.
- A commercially aware leader who understands how customer success drives retention, advocacy, and growth.
Key responsibilities
Customer Success Strategy & Leadership
- Own and evolve Up Learn’s customer success strategy, ensuring it supports retention, partner growth, and long-term customer value.
- Build, lead, and develop a high-performing team of School Success Managers, providing clear direction, coaching, and support.
- Create a scalable, data-driven customer success function with the right processes, playbooks, tools, and operating rhythms to support growth.
- Establish clear annual goals, success metrics, KPIs, and quarterly OKRs for the team, using data to monitor performance, forecast outcomes, and drive continuous improvement.
- Use customer and commercial data to prioritise the highest-impact opportunities across the customer lifecycle, balancing immediate customer needs with long-term strategic improvements.
Customer Retention, Adoption & Growth
- Develop and implement data-driven strategies to improve implementation, onboarding, engagement, retention, and renewal outcomes across all customer segments.
- Ensure customers achieve their desired success outcomes and maximise the value they get from the Up Learn platform, using insight and usage data to drive adoption.
- Lead customer success and account management for our highest-value MAT and strategic customers, including senior stakeholder relationships and high-level reporting to MAT SLT.
- Conduct regular success reviews and engagement checkpoints, using feedback, engagement data, and performance trends to identify risks, strengthen relationships, and uncover opportunities for upsell and expansion.
- Build a strong customer advocacy network of champions who actively promote Up Learn and help generate new opportunities through referrals, case studies, and word of mouth.
Operational Excellence & Cross-Functional Collaboration
- Design and optimise onboarding, implementation, and training processes to improve adoption, increase efficiency, and create a more consistent customer experience.
- Use CRM systems, customer data, dashboards, and AI tools to streamline workflows, improve team efficiency, and strengthen visibility across the customer journey.
- Build reporting frameworks and performance dashboards that enable the team and wider business to make better decisions, spot trends early, and act quickly.
- Collaborate closely with Product, Marketing, and Sales to represent the voice of the customer, influence roadmap priorities, and shape effective go-to-market strategies.
- Build feedback loops that turn customer insight and behavioural data into action, helping improve both the product experience and commercial outcomes.
- Stay up to date with edtech trends, customer success best practice, and competitor activity to keep Up Learn ahead of the market.
- Take ownership of additional strategic projects and workstreams as needed.
- Minimum 5 years’ experience in Customer Success, Account Management, or a related customer-facing commercial role.
- Proven experience leading or mentoring customer success teams and building high-performance cultures.
- Strong track record of improving retention, driving adoption, and growing customer accounts.
- Strong analytical and problem-solving skills, with experience using data to inform decision-making, prioritisation, and performance management.
- Experience creating or scaling customer success processes, systems, and frameworks in a fast-growing environment.
- Comfortable using HubSpot and/or other CRM tools, dashboards, and reporting to manage customer insight and team performance.
- Experience using AI and automation tools to improve and streamline processes.
- Excellent stakeholder management skills, with confidence working with senior leaders both internally and externally.
- Strong commercial judgment, with the ability to balance customer value with business outcomes.
- Experience in edtech, education partnerships, schools, MATs, universities, or mission-led organisations is highly desirable.
We provide a great set of benefits that all focus on helping Up Learn team members lead healthy and fulfilling lives.
Working at Up Learn gives you: