Senior Customer Success Manager

eduMe is the training platform of choice for the frontline. eduMe allows global companies, including Uber, Marriott and Vodafone to seamlessly deliver immersive, consumer-grade training, in the flow of work, allowing them to improve productivity, retention, and safety. eduMe is integrated into the tools your frontline already uses, such as Workday, MS Teams, Braze, Beekeeper and Fountain. eduMe is headquartered in London, UK with offices in Playa Vista, USA.

eduMe’s portfolio is growing and we’re looking for an experienced Senior Customer Success Manager to own the day to day relationship with a handful of our highest valued, strategic customers in EMEA and the US. This role will require availability for early morning calls (6-9am PST) to support clients based in EMEA. eduMe has a flexible work policy which means you’d be able to finish early on early-start days. We operate on a hybrid working schedule, spending 3 days per week together in our Playa Vista office.

Our Customer Success team is the heartbeat of eduMe. You’ll be joining a fun, motivated, and talented bunch of professionals who excel at building strong and lasting client relationships, gathering product feedback and delivering business results through our learning solution that moves the needle for our customers. We’re looking for someone who loves to roll up their sleeves, someone for whom no job is too big or too small, and someone who gets out of bed excited to solve challenges and see their customers thrive.

What you’ll do: 

• Strategically partner with our clients to maximize the value of their investment in eduMe
• Gain a deep understanding of each client’s business objectives, goals and KPIs, and review regularly to ensure maximum value is being derived from eduMe
• Act as our clients' trusted advisor and subject matter expert in all eduMe product
• Implement and launch new customers post-sale and ensure they achieve quick time to value
• Drive adoption of eduMe's new and existing products & effectively communicate feedback to our Product & leadership teams to drive development
• Proactively analyze product usage to identify opportunities and risks to account health  
• Work closely with our sales teams to deliver executive business reviews, drive renewals and up-sells and grow Net Recurring Revenue 
• Be the voice of our customers to internal teams to ensure our customer needs are met

What you’ll need:

• Experience managing a portfolio of medium to large, complex high touch accounts with multiple stakeholders and high ARR
• Proven track record of driving product adoption and building champions within customers
• Experience managing a small number of high-value customers with a specific focus on achieving customers’ business goals through the products they’ve purchased
• Experience successfully navigating an enterprise organization to open new use cases where our product would deliver value
• Experience influencing renewals and upsells
• A wealth of experience providing strategic advice and best practice guidance to customers

What we’ll offer you:

• 25 days of paid leave a year plus federal holidays, with the option to carry 5 days over
• 100% employer covered healthcare, dental and vision coverage
• Inclusion in the company share option plan - you're a part of the success!
• Flexible working to support you, your life, and those around you
• On top of the above, we offer every employee the chance to spend 6 weeks  working from anywhere around the globe, every year
• Use of a MacBook when you join
• Enhanced parental leave for primary and secondary carers
• Enhanced sick and mental health pay
• $650 annual personal learning and education budget
• $75  every other quarter  to plan socials with your team
• We take the entire company abroad for a multi-day off-site every year!
• A 401K retirement plan

You can find more information about life at eduMe on our careers page

Diversity, Equity and Inclusion at eduMe

eduMe is an equal opportunity employer. As a company we are committed to the unlearning of unconscious bias, diversity and inclusion long-term, which will remain a key focus of ours as we scale. We welcome all applicants, regardless of religion, ethnicity, nationality, disability status, sex, sexual orientation, gender identity, family or parental status (and any other status protected by applicable law). We aim to be transparent in our efforts to become a thriving, diverse and inclusive place to work, and you can find the continuous action we're taking to achieve this here.

eduMe is committed to providing reasonable adjustments for qualified individuals with disabilities and disabled veterans in our job application process. If you need assistance or an accommodation due to a disability, please contact us at careers@edume.com