School Success Manager

Role Overview

Joining Up Learn's schools team offers a pivotal opportunity to revolutionize educational experiences across the UK by empowering teachers and school leaders with cutting-edge technology that goes beyond traditional curricula. As a School Success Manager, you will oversee a portfolio of schools and Multi-Academy Trust (MAT) partnerships, managing their journey from initial onboarding to sustained engagement and growth, establishing renewal as a natural outcome. Your role involves collaborating strategically with educators and senior decision-makers to align with school objectives and foster trust, enabling profound improvements in student performance and life outcomes.

In addition, you'll be the advocate for customer feedback within the organization, helping evolve customer success processes, playbooks, and operational approaches to support rapid scaling.

Company Background

Up Learn is at the forefront of educational innovation, blending cognitive science, instructional theory, and artificial intelligence to craft highly effective learning journeys. Focused initially on A Level courses, representing a third of A Level student users in the UK, Up Learn is poised to expand its reach into GCSE Science and impact millions more learners. Their courses boast remarkable success metrics, including a 97% rate of A*/A grades among completers and measurable progress gains.

A unique mission feature is that for every paying user, Up Learn funds a full scholarship for a student in financial need, broadening access to premium education.

Candidate Profile

The ideal candidate possesses a blend of high capability, motivation, and empathy, with a keen commitment to advancing effective education. You'll be a proactive problem solver and autonomous contributor who leverages technology and AI to maximize efficiency, focusing human attention where it counts most. A solid understanding of the UK school system and an eagerness to delve into classroom challenges are important, but prior EdTech or account management experience is not mandatory. Diverse backgrounds involving operational leadership, frontline customer interaction, or customer advocacy programs are equally valued.

Key Duties

• Manage and nurture an extensive portfolio of school and MAT relationships, including strategic high-value partnerships.
• Lead onboarding activities including account setup, program launches, and staff training to accelerate customer value realization.
• Conduct regular health assessments and cultivate trusted relationships with educators and leadership to address challenges and optimize Up Learn utilization.
• Design and execute onboarding and engagement workflows that translate into tangible student success and facilitate smooth renewals.
• Spot and support opportunities for cross-selling and upselling within accounts in coordination with sales teams focusing on contract renewals and expansions.
• Serve as the go-to expert and ambassador for Up Learn's products, encouraging adoption and commitment to both new and existing offerings.
• Analyze customer success data and feedback to identify early issues and opportunities, conveying insights to product, marketing, and content teams.
• Contribute to the standardization and improvement of customer success playbooks, reporting, and processes, driving continuous function enhancement.
• Collaborate directly with the Head of Customer Success to craft and refine strategic plans as the team and company scale.

Candidate Requirements

• Proven experience managing numerous customer or client relationships, including roles in Customer Success, Account/Portfolio Management, Operations, or frontline leadership.
• A strong passion for education and alignment with Up Learn's mission.
• Excellent communication and interpersonal skills adaptable across various formats and audiences, both formal and informal.
• Demonstrated empathy with a focus on understanding the obstacles educators face day-to-day.
• Resourceful and adaptable in delivering value despite limited resources, able to juggle a busy portfolio without losing focus on key priorities.
• A proactive mindset that initiates solutions and operates independently without waiting for direction.
• Comfortable working with technological tools; CRM proficiency, especially with HubSpot, is advantageous.
• A growth-oriented attitude receptive to feedback and continuous improvement.
• Highly organized with meticulous attention to detail and a drive to take action.
• Willingness to travel occasionally for in-person engagements such as school visits or conferences.

Preferred qualifications include experience working with MATs or within the UK education system, familiarity with EdTech or SaaS industries, and experience mentoring or informally managing others.

Benefits and Culture

Up Learn offers a vibrant workplace culture filled with talented colleagues and meaningful work that impacts tens of thousands of students immediately and millions eventually. Employees enjoy opportunities for extensive skill development and contribute to pioneering educational advancements.

The company supports a hybrid work model with at least two mandatory in-office days per week.

Notable benefits include:

• Competitive salary package
• Equity share options aligned with company growth
• 35 days paid leave annually (26 holidays, bank holidays, plus unlimited additional days)
• Enhanced parental leave benefits
• Top-tier Level 6 dental insurance
• Paid coffee breaks fostering team interaction
• Regular social events and access to onsite amenities like showers
• Dedicated private office space with refreshments
• Cycle-to-Work scheme enabling tax-free bike and accessory purchases
• Unlimited budget for work-related books
• Free access to Up Learn courses for family and close relatives

Up Learn’s core values emphasize care, ownership, learning, and action, underscoring a culture that prioritizes people, responsibility, continuous improvement, and making impactful progress.