Customer Success Manager

Learn Amp is an award-winning People Development Platform. We help our customers drive increased learning, engagement and performance in their people.

Our mission is ‘making work life, work better’.

We’re fast-growing and looking for a Customer Success Manager to join our talented Customer Success team.

We are looking for someone who is customer-obsessed! You’ll be joining a small team with an opportunity to make a big impact and have a high level of responsibility from Day 1. You’ll have the chance to see inside how global businesses approach L&D and have an impact on thousands of people’s work-lives.

You will be managing a portfolio of customers, driving product usage and developing strong relationships. In short, you’ll help customers get maximum value from Learn Amp.

• Build deep relationships with relevant stakeholders and decision makers, always putting the customer front and centre
• Lead regular business reviews with different customer stakeholders, gaining and providing feedback and exploring additional opportunities to work together
• Drive retention and revenue: Spot churn risks early and deliver effective interventions
• Measure and shout about success: Track and monitor customer health and coach customers to measure and share their own success stories
• Be a customer champion: act as the voice of the customer and collate feedback to share with internal teams
• Solve problems and make a real difference: develop an in-depth understanding of customer needs and challenges to create Success Plans
• Improve processes: work with Customer Success Leads to ready the business for scale
• Have a commercial mindset: Manage your customers’ renewals, expansions and plans towards their relevant strategic goals

• You’ll have 2-3+ years’ experience working as a Customer Success Manager in a B2B SaaS environment
• You have a proven record of successfully managing a portfolio of customers - ideally, you’ve worked in Learning and Development, HR or Education space
• You’ll have a natural coaching style - a knack for asking great questions and building up a consultative partnership with customers. You care deeply about learning outcomes and helping others achieve success
• You’re happy to roll up your sleeves and get stuck in - a fast-paced, start-up/scale-up environment excites you
• Things change daily so you’re adaptable and enjoy frequent feedback to help drive continual improvement
• You’re confident in engaging with senior stakeholders, executives, and C-suite leaders
• Lastly, it’s essential that you’re tech-savvy. Ideally, you’re familiar with LMS and LXP systems. Bonus points if you’re familiar with tools such as HubSpot, Pendo.io and Monday.com!

• Clear, confident and persuasive communicator - you build rapport quickly and create strong relationships
• A coaching approach -  you know how to ask the right questions at the right time, to help customers unlock their own solutions
• An eye for detail and spotting patterns - you’re comfortable reviewing data and drawing conclusions to decide action
• You get things done - you recognise that perfect can get in the way of good so instead you look to experiment and iterate, fast
• A creative mind who enjoys problem solving, getting results and continuous improvement
• Technology-savvy: comfortable learning new systems and using multiple tools
• Ability to prioritise, multi-task and perform effectively under pressure

We hire for values-fit, not culture fit. We look for people who share our values and want to contribute to building our culture.

• Integrity: we’re open, authentic, comfortable being vulnerable and practice ‘benevolent honesty’
• Innovation: we have a natural curiosity and we’re comfortable with creative tension
• Impact: we focus on delivering a positive impact, quickly; we’re solutions and action orientated
• Ownership: We’re self-starters and motivated to manage ourselves; we’re resilient

Learn Amp is committed to supporting your work and personal life in an inclusive and flexible environment, with benefits including:

• Salary: £50,000-£55,000 (dependent on experience)
• Holidays: 25 days paid holiday, increasing with tenure, plus the option to buy additional leave
• Bank Holiday Substitution: Flexibility to use bank holidays elsewhere in the year
• Remote Work: 25 days work-from-anywhere, increasing with tenure
• Sabbatical Leave: Option after 5 years
• Employee Options Scheme: Available after 12 months
• Hybrid Work Model: Flexible working with a Central London office
• Equipment: Work laptop and £250 new joiner equipment budget
• Health Insurance: Private medical insurance with Vitality
• Annual eye test
• Cycle to Work Scheme: Available
• Employee Perks Program: Perks at Work
• Company Social Events: Monthly events and weekly Lunch and Learn sessions
• Learning and Development: Commitment to your growth with internal mentors and external coaching

At Learn Amp, we embrace diversity and foster an inclusive environment where people can feel fulfilled at work. We encourage applications from all backgrounds and are committed to making work-life work better.