Strategic Customer Success Manager

Hi 👋 we’re Genio. We create beautifully simple learning tools that boost knowledge, skills, and confidence.

• We’re a SaaS scale up and one of the fastest growing tech companies in the North.
• There’s 100+ of us around the UK with our HQ in Leeds.
• Our software is award-winning and used by 100,000s of students at over 800 universities & colleges worldwide.
• We’re growing so we can achieve our mission to support 1 million students to become better learners by 2030.

As a Strategic CSM, you'll cultivate and manage relationships with Genio’s most strategically important customers, ensuring successful onboarding, ongoing value realisation, and long‑term retention. You will play an integral part of the customer journey from onboarding through to retention and growth, supporting higher education institutions that use Genio across all students and departments.

The Customer Success Team at Genio sits within the Revenue function, meaning we work closely with the Marketing and Sales teams. We are made up of:

• Sam - Customer Success Team Manager (who you’ll report into)
• Jenna - Strategic Customer Success Manager
• Laura - Senior Customer Success Manager
• Tamsin - Senior Customer Success Manager
• Nadia - Senior Customer Success Manager

We’re a sociable team who like to discuss our interests and have fun together, as well as working hard to meet those targets!

You'll be joining Genio's commercial team structure, where we focus on retaining customers, developing growth opportunities, and boosting engagement. You thrive on meeting goals and will have clear retention and growth targets for your portfolio, tied to specific incentives.

Customer Success at Genio is about anticipation. You're comfortable advising customers consultatively, helping them unlock Genio®'s full potential, and know instinctively when and how to engage for maximum impact.

We're built on learning! We need someone passionate about digging into the EdTech market and truly understanding our customers' needs. As their advocate within Genio, your insight is vital.

While you'll manage your portfolio autonomously, we're a highly collaborative team. We're looking for someone who enjoys teamwork, brings their own perspective, and contributes to our shared success.

• Onboarding & Implementation: You'll lead the onboarding process for new strategic customers, including needs analysis, project planning, and customised training. Ensure a smooth transition to the product and rapid time‑to‑value.
• Relationship Management: Build and nurture strong relationships with key decision‑makers and influencers within strategic accounts. Develop a deep understanding of their business goals and challenges.
• Success Planning & Execution: Develop and execute comprehensive success plans tailored to each strategic account. Proactively monitor progress, identify roadblocks, and adjust strategies as needed.
• Value Realisation: Continuously assess and demonstrate the value of the product to strategic customers. Track key performance indicators, provide regular business reviews, and showcase ROI.
• Mentorship & Knowledge Sharing: You'll act as a subject‑matter expert and mentor for other members of the Customer Success team. Share best practices, provide guidance, and contribute to team development.

• At least five years of experience working in an account management or customer success role.
• A strong track record of retaining and growing customers and achieving outcomes with them in partnership.
• A deep understanding of customer success principles and methodologies, particularly in managing complex enterprise accounts.
• Excellent communication, presentation, and interpersonal skills with the ability to build rapport and influence at all levels.
• Strong project management and organisational skills with the ability to manage multiple priorities effectively.
• A proven ability to analyse customer needs, develop strategic solutions, and drive successful outcomes.
• A passion for customer success and a commitment to exceeding expectations.

Bonus / Nice to have:

• Experience working in higher education.
• Under…