Overview
🎯 Target driven
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.
Role
🚀 The role of Strategic Customer Success Manager
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 support higher education institutions to get the most from their Genio tools and own the success of your customers.
What you’ll be doing
* Relationship Depth: Build and maintain strong relationships with key stakeholders within assigned accounts, acting as a trusted advisor and advocate. This includes developing relationships across diverse departments, from Disability Services to Student Success departments, securing buy-in from faculty and the key Decision-Making Unit (DMU) of the institution.
* Strategic Onboarding: Drive successful onboarding and adoption of the product for our strategic customers, ensuring they achieve their desired outcomes and see immediate value.
* Growth & Expansion: Develop and execute account-specific success plans to maximise product adoption, engagement, and value realisation. Specifically increasing the scope and usage of Genio tools and platform across different departments and across campus.
* Retention: Proactively identify and mitigate account risks, ensuring high retention rates among strategic customers.
* Cross-Functional Alignment: Contribute and own the growth of strategic accounts working with internal teams by identifying and pursuing expansion opportunities while prioritising work to align with the company’s strategy.
* Feedback Loop: Actively relay customer voice back to the business to ensure continuous improvement of Genio products.
About you
Essential:
* At least five years of experience working in an Account Management, Partnership 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 with higher education institutions.
* Understanding of Assistive Technology and how it supports students with disabilities or additional needs.
* Experience using Hubspot (our CRM system), Google-suite (Meet, Sheets etc)
Meet the team
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
* Halden - Customer Success Manager
* Mei-Lin - 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
🎯 Target driven
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.
đź’ˇ Be proactive
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.
🦉 Deep Curiosity
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.
🤝 Team-player
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.
Salary and benefits
ÂŁ51,000 - ÂŁ53,000 dependent upon experience (OTE up to ÂŁ68,000 with uncapped earning potential)
🏖️ 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
đź’» Full home working set up and beautiful collaborative office space
đźš— Free Leeds City Centre office parking
🌴 Nomad working policy with family travel insurance
🍼 Enhanced 26 weeks maternity and 4 weeks paternity (fully paid)
🤍 Health cash plan (from glasses to massages)
đź’¸ 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. Our preference for this role is hybrid working, however we may be able to 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 recruitment@genio.co
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:
* Screening interview with someone in our Recruitment team (30 minutes).
* First stage interview with Sam and another Genio colleague (1 hour).
* Final stage interview which includes a 1 hour culture and values interview, plus a 30 minute task. You will be meeting with Sam 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 Genio?
Here are a few further resources:
About Genio
Working at Genio Blog
The Genio Study Tools
Not quite the right role for you however you’d love to be a part of Genio’s journey?
Let’s connect! Reach out to recruitment@genio.co and we’ll add you to our network, to keep you updated with any future opportunities we think you might be interested in.
đź‘Ą Our Commitment to Equality
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships, trade union membership, and caring responsibilities.
đź“„ 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.
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