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Senior Customer Success Manager



Customer Service, Sales & Business Development
London, UK
Posted on Tuesday, August 29, 2023

eduMe is the training platform of choice for the frontline. eduMe allows global companies, including Uber, Marriott and Vodafone to seamlessly deliver immersive, consumer-grade training, in the flow of work, allowing them to improve productivity, retention and safety. eduMe is integrated into the tools your frontline already uses, such as MS Teams, Workday, Braze, Beekeeper and Fountain. eduMe is headquartered in London, UK with offices in Santa Monica, USA.

eduMe’s client portfolio is growing and we’re looking for an experienced Senior Customer Success Manager to own the day to day relationship with a handful of our highest valued, strategic customers in EMEA.

Our Customer Success team is the heartbeat of eduMe. You’ll be joining a fun, motivated and talented bunch of professionals who excel at building strong and lasting client relationships, gathering product feedback and delivering business results through our learning solution that move the needle for our customers. We’re looking for someone who loves to roll up their sleeves, someone for whom no job is too big or too small, and someone who gets out of bed excited to solve challenges and see their customers thrive.

What you’ll do:

  • Strategically partner with our clients to maximise the value of their investment in eduMe
  • Gain a deep understanding of each client’s business objectives, goals and KPIs, and review regularly to ensure maximum value is being derived from eduMe
  • Act as our clients' trusted advisor and subject matter expert in all eduMe product
  • Drive adoption of eduMe's new and existing products
  • Proactively analyse product usage to identify opportunities and risks to account health
  • Work closely with our account management team to drive renewals and up-sells and deliver Executive Business Reviews to customers
  • Be the voice of our customers to internal teams to ensure our customer needs are met
  • Effectively communicate feedback to our Product & leadership teams to drive development

What you’ll need:

  • Experience managing high touch enterprise customers
  • Proven track record of driving product adoption and building champions within customers
  • Experience managing a small number of high-value customers with a specific focus on product adoption and achieving customers’ business goals through the products they’ve purchased
  • Experience successfully navigating an enterprise organisation to open new use cases where our product would deliver value
  • Experience collaborating with commercial team on renewals and upsells
  • A wealth of experience providing strategic advice and best practice guidance to customers

What we’ll offer you:

  • 33 days of paid leave a year, with the option to carry 5 days over
  • Vitality Health cover for physical & mental health support
  • Inclusion in the company share option plan - you're a part of the success!
  • Flexible working to support you, your life, and those around you, supported by £500 to set up your home working environment for comfort and success
  • On top of the above, we offer every employee the chance to spend 30 days working from anywhere around the globe, every year
  • Enhanced parental leave for primary and secondary carers
  • Sick pay for physical and mental health
  • £500 annual personal learning and education budget
  • An annual budget to spend on socialising with your team
  • We take the entire company for a multi-day off-site every year!

You can find more information about life at eduMe on our careers page