Customer Success Manager – Education

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🔥 36 minutes ago

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TryHackMe

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🔒 Cybersecurity

📚 Education

☁️ SaaS

Cybersecurity • Education • SaaS

TryHackMe is an online learning platform that makes learning and teaching cybersecurity accessible and practical through prebuilt courses, cloud-hosted virtual machines (VMs), and hands-on labs designed for CTFs, workshops, assessments, and training. Launched in 2018, the platform emphasizes practical, deployable environments so users can avoid local VM configuration, and it serves millions of learners while supporting both individual and organizational training needs.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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