Customer Success Manager
Holborn, London (Mon & Fri WFH)
£45k–£55k base | £60k–£70k OTE
Certus Recruitment Group is working with a fast-scaling, mission-led SaaS business transforming how schools approach student wellbeing.
In the last 12 months alone, they’ve grown their client base by 300% and now support schools across the UK and 40+ countries globally. With usage set to triple again, they’re investing in Customer Success to ensure every school sees real, measurable impact.
This is a high-touch, consultative CSM role where you’ll work directly with educators, leaders, and stakeholders to drive adoption, engagement, and long-term success.
The Role
You’ll own a portfolio of ~150 schools, acting as a trusted advisor across teachers, leadership teams, and wider stakeholders.
This is not a passive account management role.
You’ll be hands‑on — coaching, guiding, and influencing schools to get the most out of the platform, improve student outcomes, and embed wellbeing into everyday learning.
Success here is measured through retention, engagement, and growth.
Responsibilities
- Build strong, consultative relationships with teachers and school leaders
- Run discovery sessions to understand each school’s goals, challenges, and priorities
- Create and execute tailored success plans to drive adoption and outcomes
- Deliver training sessions (1:1 and group) to drive engagement across classrooms
- Use data to identify risks and proactively intervene to protect retention
- Own renewals and expansion conversations across your portfolio
- Drive increased usage and footprint within existing accounts
- Feed customer insights back into product and wider business strategy
Requirements
- 2–4 years’ experience in a SaaS Customer Success (or similar) role
- Proven experience owning customer relationships, including renewals and growth
- Strong relationship‑building skills — consultative, empathetic, and credible
- Confident influencing stakeholders and driving behavioural change
- Comfortable delivering training, onboarding, or workshops
- Highly organised, able to manage a large portfolio without losing detail
- Self‑starter mindset with the ability to operate in a fast‑growth environment
Nice to have
- Experience working with or selling into schools / education
- Exposure to mission‑led or impact‑driven products
Why Join
- Mission‑led product tackling a genuinely important global challenge
- High‑growth environment with strong demand and market momentum
- Small, high‑performing team with real ownership and autonomy
- Profitable, independent business with no external pressure or noise
- Hybrid working (central London office + flexibility)
- International exposure with a global customer base
- Regular team meetups across international locations
Bottom Line
If you enjoy working closely with customers, driving real outcomes, and being part of a business with purpose — this is a strong opportunity to step into a high‑impact CSM role.
Particularly suited to someone who wants more ownership, more influence, and more meaning in what they’re doing day‑to‑day.
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