Customer Success Executive

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 Customer Success Executive, you will manage and support a portfolio of between 100-250 Higher Education customers, guiding them through the full customer lifecycle. You will focus on driving value, ensuring successful onboarding, building advocacy, and securing long-term retention and growth. You will balance direct relationship management with scalable engagement strategies to ensure every customer achieves their desired outcomes with Genio.

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 - Customer Success Manager
• Tamsin - Customer Success Manager
• Nadia - 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!

What makes you a great fit:

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.

• Portfolio Management: You’ll manage 100–250 Higher Education customers, using rigorous prioritisation to balance proactive outreach with reactive support.
• Value Delivery: You’ll drive advocacy through a hybrid approach, combining personal relationships with scalable methods like webinars and automations to engage your wider portfolio.
• Creative Problem Solving: You’ll work creatively to overcome roadblocks, collaborating with internal teams to find solutions that align with customer goals.
• Retention & Growth: You’ll secure renewals by demonstrating ROI and identifying expansion opportunities to introduce customers to new features and wider usage.
• Internal
  
  Collaboration:
  
  You’ll champion the "Voice of the Customer" internally, influencing Sales, Product, and Engineering to ensure our customers' needs are always met.

• Exceptional organisational skills with the ability to prioritise tasks effectively across a large volume of accounts.
• Strong ability to deliver value both in-person and through written digital channels (email, campaigns).
• A creative thinker who enjoys overcoming challenges and finding non-standard solutions to help customers succeed.
• A "can-do" attitude with a drive to bring fresh ideas to the team and a passion for customer success.
• A team player who works well with others and can effectively influence colleagues in different departments to achieve results.
• Comfortable working in a fast-paced environment and adapting to the changing needs of a growing customer base.

Bonus / Nice to have:

• Two years of experience in a customer-facing role, ideally within a B2B environment.
• Experience working with or within the Higher Education sector.
• Familiarity with CRM tools (such as Hub Spot), G Suite (Google Workspace).

£28,000 - £30,000 dependent upon…