Customer Success Manager

Hi 👋 we’re Glean. We make study software that improves your confidence and ability to learn. 

• 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’ve been rated an outstanding company to work for by Best Companies. 
• We’re growing so we can achieve our mission to support 1 million students to become better learners by 2026. 

The role of Customer Success Manager: 

As a result of company and team growth Glean are looking for three Customer Success Managers (CSMs) to join our Customer Success Team. As a CSM, you will be responsible for a portfolio of approximately 100 customer accounts and will need to manage them at different stages of the customer lifecycle (onboarding/ adoption/ renewal/ growth).

💡 Proactive

A key part of any Customer Success role is a proactive attitude. We’re looking for someone who is comfortable working consultatively with customers to help them realise the full value of Glean. You’ll be independently able to make decisions about who to reach out to, and when, to ensure the best results. 

🎯 Target driven

As part of Glean’s commercial teams, we have revenue targets of retaining customers and securing upsell opportunities. We also focus on other goals, such as increasing customer engagement and adoption.  

You will have your own incentives tied to retention and growth targets in your portfolio.

🦉 Inquisitive 

We are a business that is all about learning, so we want a new team member who is passionate about finding out as much as they can about our market and our customers within the EdTech space.  As a CSM, you will represent the voice of your customers within the business, so it’s important you know what they need and why. 

Meet the team: 

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

• Cora - Head of Customer Success
• Sam - Customer Success Team Manager (who you’ll report into)
• Jenna & Josh - Senior Customer Success Managers
• Laura - Customer Success Manager
• Halden - Customer Success Executive

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

🤝 Team-player

Whilst a lot of our work is done independently, we are a very close-knit team who collaborate on many projects and initiatives together. We are looking to welcome someone who enjoys working with others and will bring their own personality to the table. 

What you’ll be doing: 

• Managing a portfolio of approx. 100 customer accounts at different stages in their Glean journey (onboarding/ adoption/ renewal/ growth)
• Setting your customers up for success by correctly managing expectations and taking time to understand their objectives. 
• Adopting a consultative approach to educate customers on best-practice and how to get the most from our solutions. 
• Managing and monitoring customer health to highlight any potential issues, engaging with customers to remove blockers so that they can achieve their goals. 
• Collaborating with the wider commercial teams including sales and marketing to identify upsell opportunities. 
• Representing the voice of the customer by capturing feedback and sharing your insights with other areas of the business on what our customers need to be successful. 
• Keeping systems up to date by logging customer calls and relevant notes
• Taking part in cross-functional projects to improve the customer experience 
• Making and implementing suggestions about how we can become more efficient as a team

About you: 

We are looking for someone with:

• 2+ years experience in Customer Success Management / Account Management / Technical Account Management or similar
• Experience of successfully working to financial KPIs, like a sales or retention target
• Experience working in a Software as a Service (SaaS) business 
• Confident hosting webinars and customer meetings with strong presentation skills

Preferable but not essential:

• Experience working in higher education.
• Understanding of Assistive Technology and how it supports students with disabilities or additional needs.
• Experience working with customer communities or running a customer advocate program.
• Experience using Hubspot, zoom and g-suite

💰Salary and benefits:

£37,000 - £41,000 dependent upon experience 

🏖️ 33 days annual leave (Inclusive of bank holidays)

🎄 3 gifted days off at Christmas

🎓 Generous individual learning and training allowance 

⌚ Truly flexible hours to suit when you work best 

💻 Full home working set up and beautiful collaborative office space 

🌴 Nomad working policy with family travel insurance 

🍼 Enhanced 26 weeks maternity and 4 weeks paternity (fully paid)

🤍 Health cash plan (from glasses to massages) 

💸 6% employer pension contribution

🏢 Location: 

We have a beautiful office space in Leeds and we love it when we get together to collaborate in person. We typically operate a hybrid way of working, however some of our roles support remote working within the UK, if you live more than 50 miles from the office. 

We will discuss ways of working with you at interview however if you have any questions before you apply please reach out to [email removed - click apply for more details] 

💡 What to expect next: 

We’ll review your application and provide a response within 1 week. Even if it’s not the news you’d hoped for, we appreciate it’s good to know either way. 

If we invite you to meet with us for interview, here’s an overview of what the process will look like: 

1. Screening interview with someone in our Recruitment team (30 minutes). 
2. First stage interview with the hiring manager and another Glean colleague (1 hour).
3. Final stage interview which includes a 1 hour culture and values interview, plus a 30 minute task. You will be meeting with the hiring manager and one of the Executive Team.

Ahead of your interview you will receive a confirmation email outlining who you’ll be meeting and when, anything you’ll need to prepare in advance and any resources we think you might find helpful.  

👀 Interested in learning more about a career at Glean? 

Here are a few further resources:

About Glean

Working at Glean Blog

The Glean Study Tool 

Spotlight working at Glean as a CSM

💌 Not quite the right role for you however you’d love to be a part of Glean’s journey? 

Let’s connect! Reach out to [email removed - click apply for more details] and we’ll add you to our network, to keep you updated with any future opportunities we think you might be interested in.

📄 Applicant Privacy Notice 

We think it’s important that you understand how we use and handle your personal information, so here’s a link to our privacy notice. By submitting your application, you’re confirming that you’ve read and understood this notice.