Customer Success Manager (Education)
TryHackMeOur Mission
TryHackMe makes learning cybersecurity accessible, practical, and engaging for everyone. With more than 6 million learners worldwide, we're transforming how cybersecurity is taught — from school and university classrooms to professional training programmes.
This role sits at the heart of that mission. You'll own the success of a portfolio of our education customers — the universities, high schools, and cybersecurity training providers using TryHackMe to build the next generation of cyber professionals.
The Role
This role will cover 2 Education client segments — and that distinction matters.
A portion of your portfolio will need genuine relationship management: EBRs, strategic conversations, expansion discussions, day-to-day support and human judgement calls. These are the accounts where personal engagement creates real value and commercial outcomes.
The majority, however, are high-volume, lower-ARR accounts that cannot — and should not — be managed through 1:1 effort. For these customers, the experience needs to be excellent without being manual. That means automated onboarding journeys, lifecycle signals, health scoring, and self-serve resources that keep customers engaged, adopting, and renewing without a CSM touching every account individually.
You will own both. You are the relationship manager and the systems builder. The best candidates for this role are equally comfortable running a strategic EBR and building the automation that means 120 other accounts never need one.
This role also sits at the centre of how TryHackMe scales its CS motion. Done well, what you build here unlocks capacity across the entire CS organisation and turns an operational challenge into a repeatable, predictable system.
Key Responsibilities
🤝 Relationship Management — Where It Counts
For accounts with strategic value, expansion potential, or elevated churn risk, you bring the full weight of a strategic CSM relationship.
Run EBRs, define and deliver on success metrics with accounts where engagement depth drives commercial outcomes — even at lower ACV, these conversations regularly unlock licence growth
Build and maintain relationships with instructors, programme leads, and training coordinators across your strategic tier
Identify the right stakeholder map per account — the platform user, the budget holder, and the renewal champion are often three different people
Ensure customers in this tier understand the learning outcomes students are achieving and feel confident renewing
⚙️ Digital Motion — Build the System That Scales
This is the other half of the role, and it is equally important. The majority of your portfolio should be managed through signals, journeys, and automation — not individual conversations.
Onboarding & Adoption
Design and maintain structured onboarding journeys (30–90 day paths) that drive fast time-to-value without requiring manual CSM involvement
Define clear success milestones and adoption benchmarks so customers know what good looks like and can get there independently
Ensure customers graduate into self-sufficiency with confidence, rather than disengaging silently
Lifecycle Automation
Implement adoption nudges, churn-prevention triggers, and renewal workflows that scale across hundreds of accounts
Surface expansion opportunities and identify where a CSM is required to drive these
Define health scoring logic, trigger conditions, and the exception paths that determine when a human needs to step in
Continuously analyse the performance of automation and iterate quickly — this role expects hands-on ownership, not passive administration of existing flows
Renewal by Default
Build renewal health and prediction models based on usage, engagement, and lifecycle signals
Surface renewal risk months in advance, not at expiry
Create clear exception handling for high-risk or high-potential accounts that warrant personal outreach
The goal is renewals by default, supported by strong systems rather than manual chasing
Self-Serve Experience
Help define what a great no-CSM customer experience looks like for this segment
Develop self-serve resources — guides, FAQs, video walkthroughs — that reduce repetitive inbound queries and keep customers moving independently
The ambition: customers remain engaged, adopting, and renewing with minimal human touch because the system works
📥 Day-to-day support
Education clients generate a constant flow of day-to-day queries — platform issues, access problems, licence questions — and they often need fast answers because they are standing in front of a live classroom.
Respond quickly, accurately, and empathetically across email, Slack, and other async channels
Triage intelligently — know the difference between a configuration issue, user error, and a genuine platform bug
Escalate to support, product or engineering effectively without bouncing the customer back unnecessarily for information you can find yourself
Use patterns in inbound queries to inform self-serve content that reduces the same question arriving again
🔧 Technical Triage & Cross-Functional Escalation
Understand platform-level issues well enough to describe them accurately to both customers and internal teams
Build strong working relationships with product, engineering and support so escalations move quickly
Follow through on open issues and keep customers updated without being chased
📈 Expansion Identification
Identify when institutions are growing their use of TryHackMe or adding new cohorts
Surface clear expansion signals to the Account Manager with relevant context
Use EBRs on strategically interesting accounts to deepen relationships and uncover growth potential
📊 Operational Excellence
Run this portfolio like a product, not a list of contacts.
Monitor dashboards daily for health, adoption, churn risk, and renewal performance
Analyse trends across hundreds of accounts to identify systemic improvements — not just individual account issues
Document and iterate on playbooks so what works becomes repeatable and transferable
Maintain clean, accurate CRM and CS platform hygiene — forecasting accuracy is non-negotiable
What Success Looks Like
First 90 days:
Full portfolio reviewed, tiered, and risks flagged
First automated touchpoints built and running
Inbound query patterns documented and being addressed systematically
Initial EBRs booked with accounts showing expansion or strategic potential
Ongoing:
90%+ Gross Revenue Retention across the portfolio
NRR tracking toward 110–125%+
No renewal missed or deprioritised due to volume
A progressively more automated and self-serve-ready portfolio, with human effort concentrated where it creates the most value
Clean, accurate CRM — HubSpot up to date at all times
About You
✅ Essential
Proven experience managing large, high-volume portfolios — 100+ accounts — with clear renewal and retention results
Demonstrated experience personally building automated onboarding, adoption, and renewal journeys — not just using existing flows, but designing and owning them
Strong support instincts: fast, accurate, empathetic responses to a constant flow of client queries
Technical literacy sufficient to triage platform issues and communicate clearly to both customers and engineering
High data literacy — you use health scores, usage signals, and engagement metrics to make decisions, not gut feel
Highly organised, with demonstrable systems for tracking renewals, flagging risks, and managing a large portfolio without accounts slipping
Proactive communicator — in a remote company, over-communication is a feature, not a flaw
Cross-functional and resourceful — comfortable working across support, engineering, product, and sales without needing to be managed step by step
Strong async written communication across email, Slack, and whatever channels clients use
When asked about your experience, strong candidates can clearly articulate:
Digital CS systems they personally built — not maintained, built
How automation directly improved renewal or retention outcomes
Where something didn't work and how they iterated
What changed for customers because of the systems they designed
🌟 Highly Desirable
Experience working with education institutions — understanding of semester cycles, academic procurement, and the cultural dynamics of working with lecturers and administrators
Hands-on experience with CS platforms such as HubSpot, ChurnZero, Customer.io, or similar
Exposure to token or licence models with non-standard renewal complexity
Familiarity with cybersecurity, technical learning platforms, or EdTech
🚫 This Role Is Probably Not Right For You If You
Prefer traditional, relationship-heavy account management as your primary lever
Have not personally built automation or lifecycle journeys from scratch
Rely on manual outreach as the default response to retention risk
Need significant direction to identify problems and build solutions independently
💡 The Kind of Person Who Thrives Here
You're energised by breadth, not intimidated by it. You see a portfolio of 165 accounts and your first instinct is to design the system that serves them well — and then identify the 15 that need a real conversation.
You don't wait to be told what to do. You see the gap, design the solution, and build it. You take genuine pride in running a tight portfolio and you understand that at this scale, the quality of your systems is as important as the quality of your relationships.
The expectation is clear: you start here, build excellent systems, grow into more strategic accounts over time, and develop your commercial instincts along the way.
Understanding Education Customers
Education clients aren't like standard B2B customers. A few things worth understanding before you apply:
Live classroom constraints are real. If there's a platform issue during a scheduled class, the instructor is standing in front of 30 students. Speed and clarity of response matters enormously in those moments.
Renewal patterns are irregular. Contracts often align to semester start dates rather than calendar quarters. You need to understand each account's cycle and plan accordingly.
The stakeholder map is layered. The platform user, the budget holder, and the renewal champion are often three different people.
Token and licence structures add complexity. EDU customers frequently have questions around how tokens are allocated, consumed, and renewed. You'll need to understand this well enough to explain it clearly and factor it into your automation logic.
🌱 Traits that Thrive at TryHackMe
We hire people who care — about their craft, their customers, and our mission.
Our most successful CSMs embody:
Ownership: You act like a business owner; if not you, then who?
Speed: You prioritize progress over perfection.
Empathy: You care deeply about the learner and educator experience.
Resilience: You’re resourceful, persistent, and solution-oriented.
Craftsmanship: You love refining your approach and setting new standards.
These align with our CS values of Customer Empathy, Growth Mindset, Accountability, and Execution Speed.
💼 Benefits & Perks
💸 Competitive salary + annual performance bonus
🌍 Fully remote & flexible hours
💻 Tech setup provided (laptop + accessories)
🧡 Health insurance (location dependent)
💪 £2,500 annual training budget for professional development
🧳 Annual all-company retreat
🍼 Enhanced parental leave
🍕 Virtual team lunches covered by us
🎟️ Free TryHackMe subscription for your friends and family
💰 401k / Pension plan
🚀 Our Hiring Process
Application - Submit your CV and a short note on why you’re passionate about education & cybersecurity.
Intro Call - 30-minute chat to learn more about you (and vice versa).
Take-Home Task - Show how you’d approach a realistic EDU customer scenario.
Panel Discussion - Deep dive into your task and experience.
Final Chat with Leadership - Meet one of our founders and discuss mission alignment.
Ready to empower the next generation of cybersecurity learners?
Apply now at careers.tryhackme.com 🥷
Benefits & Perks
💸 Salary - We hire across 34+ countries. We determine salaries based on Geographic Location, Seniority, Interview Performance, and Market Rates using leading compensation benchmarking tools.
🚣 100% Remote - In a fully digital world, work from anywhere you want!
🕒 Flexi Time - Choose your own hours as long as you have at least 4 hours of overlap with the UK timezone (from 8am - 6pm).
💻 Tools - a dedicated work laptop + any accessories you need to do your best work.
👕 Swag Pack - start your TryHackMe journey with a sought-after branded swag bundle!
💪 Personal Development - £2,500 training budget to acquire certifications, books and more.
⛱️ Company Retreat - an annual company retreat, fully paid for by us!
🧡 Health Insurance - if you're in a country that doesn't have public health care.
🍼 Enhanced Maternity & Paternity- an enhanced package on top of statutory requirements.
💸 401k / Pension - TryHackMe makes it easy to save money for your retirement.
🍕Lunch on us - whether you're a pizza-lover, salad obsessed or a big sushi fan, TryHackMe will cover the cost of your lunch order during our recurring company virtual lunches.
🎟 Free THM subscription for your circle - we know our platform can be transformative, and we want to extend that impact to your family and friends!
Please note that, at this time, we are unable to provide sponsorship