Customer Success Manager Full Time

The Role

This role will cover 2 Education client segments — and that distinction matters.

A portion of your portfolio will need genuine relationship management: EBRs, strategic conversations, expansion discussions, day-to-day support and human judgement calls. These are the accounts where personal engagement creates real value and commercial outcomes.

The majority, however, are high-volume, lower-ARR accounts that cannot — and should not — be managed through 1:1 effort. For these customers, the experience needs to be excellent without being manual. That means automated onboarding journeys, lifecycle signals, health scoring, and self-serve resources that keep customers engaged, adopting, and renewing without a CSM touching every account individually.

You will own both. You are the relationship manager and the systems builder. The best candidates for this role are equally comfortable running a strategic EBR and building the automation that means 120 other accounts never need one.

This role also sits at the centre of how TryHackMe scales its CS motion. Done well, what you build here unlocks capacity across the entire CS organisation and turns an operational challenge into a repeatable, predictable system.

• Key Responsibilities
  🤝 Relationship Management — Where It Counts
• For accounts with strategic value, expansion potential, or elevated churn risk, you bring the full weight of a strategic CSM relationship.
• Run EBRs, define and deliver on success metrics with accounts where engagement depth drives commercial outcomes — even at lower ACV, these conversations regularly unlock licence growth
• Build and maintain relationships with instructors, programme leads, and training coordinators across your strategic tier
• Identify the right stakeholder map per account — the platform user, the budget holder, and the renewal champion are often three different people
• Ensure customers in this tier understand the learning outcomes students are achieving and feel confident renewing

⚙️ Digital Motion — Build the System That Scales
This is the other half of the role, and it is equally important. The majority of your portfolio should be managed through signals, journeys, and automation — not individual conversations.

Onboarding & Adoption

• Design and maintain structured onboarding journeys (30–90 day paths) that drive fast time-to-value without requiring manual CSM involvement
• Define clear success milestones and adoption benchmarks so customers know what good looks like and can get there independently
• Ensure customers graduate into self-sufficiency with confidence, rather than disengaging silently

Lifecycle Automation

• Implement adoption nudges, churn-prevention triggers, and renewal workflows that scale across hundreds of accounts
• Surface expansion opportunities and identify where a CSM is required to drive these
• Define health scoring logic, trigger conditions, and the exception paths that determine when a human needs to step in
• Continuously analyse the performance of automation and iterate quickly — this role expects hands-on ownership, not passive administration of existing flows

Renewal by Default

• Build renewal health and prediction models based on usage, engagement, and lifecycle signals
• Surface renewal risk months in advance, not at expiry
• Create clear exception handling for high-risk or high-potential accounts that warrant personal outreach
• The goal is renewals by default, supported by strong systems rather than manual chasing

Self-Serve Experience

• Help define what a great no-CSM customer experience looks like for this segment
• Develop self-serve resources — guides, FAQs, video walkthroughs — that reduce repetitive inbound queries and keep customers moving independently
• The ambition: customers remain engaged, adopting, and renewing with minimal human touch because the system works

📥 Day-to-day support

• Education clients generate a constant flow of day-to-day queries — platform issues, access problems, licence questions — and they often need fast answers because they are standing in front of a live classroom.
• Respond quickly, accurately, and empathetically across email, Slack, and other async channels
• Triage intelligently — know the difference between a configuration issue, user error, and a genuine platform bug
• Escalate to support, product or engineering effectively without bouncing the customer back unnecessarily for information you can find yourself
• Use patterns in inbound queries to inform self-serve content that reduces the same question arriving again

🔧 Technical Triage & Cross-Functional Escalation

• Understand platform-level issues well enough to describe them accurately to both customers and internal teams
• Build strong working relationships with product, engineering and support so escalations move quickly
• Follow through on open issues and keep customers updated without being chased

• 📈 Expansion Identification

• Identify when institutions are growing their use of TryHackMe or adding new cohorts
• Surface clear expansion signals to the Account Manager with relevant context
• Use EBRs on strategically interesting accounts to deepen relationships and uncover growth potential

📊 Operational Excellence

• Run this portfolio like a product, not a list of contacts.
• Monitor dashboards daily for health, adoption, churn risk, and renewal performance
• Analyse trends across hundreds of accounts to identify systemic improvements — not just individual account issues
• Document and iterate on playbooks so what works becomes repeatable and transferable
• Maintain clean, accurate CRM and CS platform hygiene — forecasting accuracy is non-negotiable

What Success Looks Like
First 90 days:

• Full portfolio reviewed, tiered, and risks flagged
• First automated touchpoints built and running
• Inbound query patterns documented and being addressed systematically
• Initial EBRs booked with accounts showing expansion or strategic potential

Ongoing:

• 90%+ Gross Revenue Retention across the portfolio
• NRR tracking toward 110–125%+
• No renewal missed or deprioritised due to volume
• A progressively more automated and self-serve-ready portfolio, with human effort concentrated where it creates the most value
• Clean, accurate CRM — HubSpot up to date at all times

About You
✅ Essential

• Proven experience managing large, high-volume portfolios — 100+ accounts — with clear renewal and retention results
• Demonstrated experience personally building automated onboarding, adoption, and renewal journeys — not just using existing flows, but designing and owning them
• Strong support instincts: fast, accurate, empathetic responses to a constant flow of client queries
• Technical literacy sufficient to triage platform issues and communicate clearly to both customers and engineering
• High data literacy — you use health scores, usage signals, and engagement metrics to make decisions, not gut feel
• Highly organised, with demonstrable systems for tracking renewals, flagging risks, and managing a large portfolio without accounts slipping
• Proactive communicator — in a remote company, over-communication is a feature, not a flaw
• Cross-functional and resourceful — comfortable working across support, engineering, product, and sales without needing to be managed step by step
• Strong async written communication across email, Slack, and whatever channels clients use

When asked about your experience, strong candidates can clearly articulate:

• Digital CS systems they personally built — not maintained, built
• How automation directly improved renewal or retention outcomes
• Where something didn’t work and how they iterated
• What changed for customers because of the systems they designed

🌟 Highly Desirable

• Experience working with education institutions — understanding of semester cycles, academic procurement, and the cultural dynamics of working with lecturers and administrators
• Hands-on experience with CS platforms such as HubSpot, ChurnZero, Customer.io, or similar
• Exposure to token or licence models with non-standard renewal complexity
• Familiarity with cybersecurity, technical learning platforms, or EdTech

🚫 This Role Is Probably Not Right For You If You

• Prefer traditional, relationship-heavy account management as your primary lever
• Have not personally built automation or lifecycle journeys from scratch
• Rely on manual outreach as the default response to retention risk
• Need significant direction to identify problems and build solutions independently

• 💡 The Kind of Person Who Thrives Here
• You’re energised by breadth, not intimidated by it. You see a portfolio of 165 accounts and your first instinct is to design the system that serves them well — and then identify the 15 that need a real conversation.
• You don’t wait to be told what to do. You see the gap, design the solution, and build it. You take genuine pride in running a tight portfolio and you understand that at this scale, the quality of your systems is as important as the quality of your relationships.
• The expectation is clear: you start here, build excellent systems, grow into more strategic accounts over time, and develop your commercial instincts along the way.

Understanding Education Customers
Education clients aren’t like standard B2B customers. A few things worth understanding before you apply:

• Live classroom constraints are real. If there’s a platform issue during a scheduled class, the instructor is standing in front of 30 students.
• Speed and clarity of response matters enormously in those moments.
• Renewal patterns are irregular. Contracts often align to semester start dates rather than calendar quarters. You need to understand each account’s cycle and plan accordingly.
• The stakeholder map is layered. The platform user, the budget holder, and the renewal champion are often three different people.
• Token and licence structures add complexity. EDU customers frequently have questions around how tokens are allocated, consumed, and renewed. You’ll need to understand this well enough to explain it clearly and factor it into your automation logic.

• 🌱 Traits that Thrive at TryHackMe

• We hire people who care — about their craft, their customers, and our mission.

Our most successful CSMs embody:

• Ownership: You act like a business owner; if not you, then who?
• Speed: You prioritize progress over perfection.
• Empathy: You care deeply about the learner and educator experience.
• Resilience: You’re resourceful, persistent, and solution-oriented.
• Craftsmanship: You love refining your approach and setting new standards.
• These align with our CS values of Customer Empathy, Growth Mindset, Accountability, and Execution Speed.

💼 Benefits & Perks
💸 Competitive salary + annual performance bonus
🌍 Fully remote & flexible hours
💻 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

• 🚀 Our Hiring Process

• Application – Submit your CV and a short note on why you’re passionate about education & cybersecurity.
• Intro Call – 30-minute chat to learn more about you (and vice versa).
• Take-Home Task – Show how you’d approach a realistic EDU customer scenario.
• Panel Discussion – Deep dive into your task and experience.
• Final Chat with Leadership – Meet one of our founders and discuss mission alignment.