Customer Success Manager – Education

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TryHackMe

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51 - 200 Mitarbeiter

Gegründet 2018

🔒 Cybersecurity

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☁️ SaaS

Cybersecurity • Education • SaaS

TryHackMe ist eine Online-Lernplattform, die das Lernen und Lehren von Cybersicherheit durch vorgefertigte Kurse, cloud-gehostete virtuelle Maschinen (VMs) und Praxislabore für CTFs, Workshops, Bewertungen und Schulungen zugänglich und praxisnah macht. Die 2018 gestartete Plattform betont praktische, einsatzfähige Umgebungen, damit Benutzer die lokale VM-Konfiguration vermeiden können, und bedient Millionen von Lernenden, während sie sowohl individuelle als auch organisatorische Schulungsbedürfnisse unterstützt.

Beschreibung

• Relationship Management For accounts with strategic value, expansion potential, or elevated engagement needs, you'll bring the full weight of a proper CSM relationship. Run EBRs, define success metrics, and lead strategic conversations with accounts where deeper engagement drives commercial outcomes. • Build and maintain relationships with instructors, programme leads, and training coordinators. • Work with the Account Manager to map the right stakeholders per account; the platform learners, budget holder, and renewal champion are often three different people. • Ensure customers understand the learning outcomes their students are achieving and feel confident renewing. • Contribute to TryHackMe's growing digital/self-serve motion for EDU, helping design onboarding journeys, lifecycle signals, and health scoring that let smaller accounts thrive without needing constant 1:1 attention. • Oversee the digital experience for the lower-ARR accounts in your portfolio as this motion comes online, stepping in personally where signals flag genuine risk or opportunity. • Own the customer relationship end-to-end; kickoffs, success plans, ongoing engagement. Respond quickly, accurately, and empathetically across email, Slack, and other async channels. • Partner closely with the Account Manager on renewals, acting as the eyes and ears on each account and flagging risk or expansion growth opportunity early. • Keep HubSpot accurate and current, notes on every interaction, deal stages up to date. Monitor account health, adoption, and renewal performance across your book.

🎯 Anforderungen

• Essential Experience managing a customer portfolio with clear renewal and retention outcomes. • Comfortable moving between hands-on relationship management and a more systems-driven, digital approach. • Strong data literacy - you use health scores, usage signals, and engagement data to guide your decisions. • Excellent written communication - a large share of EDU engagement happens async, and clients can go quiet for extended periods (particularly over summer). • Highly organised, with a reliable system for tracking renewals and flagging risk across a large book. • A proactive communicator who's comfortable working cross-functionally with support, product, and sales. • Confident running a genuine strategic EBR just as comfortably as supporting a lighter-touch digital account. • Desirable Experience in EdTech, L&D, or working with universities/schools. • Familiarity with cybersecurity or technical training platforms. • Experience with CS platforms such as HubSpot, Hex, ChurnZero, or similar.

🏖️ Vorteile

• Competitive salary + quarterly performance bonus • Fully remote & flexible hours (minimum 4 hours' overlap with UK timezone, 8am–6pm) • 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