Customer Success Executive

• 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
• Halden - 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:

🎯 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.

💡 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. 

• 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.

Essential:

• 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 HubSpot), G Suite (Google Workspace).

£28,000 - £30,000 dependent upon experience (OTE up to £41,000 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 

💻 Full home working set up and beautiful collaborative office space 

🚗 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) 

💸 6% employer pension contribution

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 

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 Sam and another Genio 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 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. 

Here are a few further resources:

About Genio

Working at Genio Blog

The Genio Study Tools

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.

🤝 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.

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.