Customer Success Manager

Our Mission TryHackMe makes learning cybersecurity accessible, practical, and engaging for everyone. With more than 8 million learners worldwide, we're transforming how cybersecurity is taught; from school and university classrooms to professional training programmes. The Role We're looking for a Customer Success Manager to own and grow relationships across our education portfolio. Universities, schools, and training providers are using TryHackMe to build the next generation of cyber talent. This is a genuinely varied role. You'll manage a portfolio of around 150 accounts ranging from £2,000 to £15,000+ in ARR, working closely with an Account Manager who owns the commercial relationship and renewal and expansion process, while you own the customer relationship, activation, and success. Some of your accounts will need proper strategic engagement; EBRs, partnership-style reviews, and expansion-readiness conversations while others will move progressively into a lighter-touch, digitally-supported model as TryHackMe builds out its Education (EDU) digital motion. You'll play an active part in shaping that model as it evolves. It's an exciting time to join: TryHackMe is investing in a new way of engaging EDU customers, and this role sits right at the centre of that change, giving you exposure to hands-on account management, digital programme design, and everything in between. Key Responsibilities 🤝 Relationship Management For accounts with strategic value, expansion potential, or elevated engagement needs, you'll bring the full weight of a proper CSM relationship. - Run EBRs, define success metrics, and lead strategic conversations with accounts where deeper engagement drives commercial outcomes. - Build and maintain relationships with instructors, programme leads, and training coordinators. - Work with the Account Manager to map the right stakeholders per account; the platform learners, budget holder, and renewal champion are often three different people. - Ensure customers understand the learning outcomes their students are achieving and feel confident renewing. ⚙️ Digital Motion - Contribute to TryHackMe's growing digital/self-serve motion for EDU, helping design onboarding journeys, lifecycle signals, and health scoring that let smaller accounts thrive without needing constant 1:1 attention. - Oversee the digital experience for the lower-ARR accounts in your portfolio as this motion comes online, stepping in personally where signals flag genuine risk or opportunity. - This is an evolving part of the role - you'll help define what "good" looks like as the model is built. 📥 Activation & Day-to-Day Support - Own the customer relationship end-to-end; kickoffs, success plans, ongoing engagement. - Respond quickly, accurately, and empathetically across email, Slack, and other async channels. Instructors are often in class and need fast, clear answers. - Triage confidently - distinguish between configuration issues, user error, and genuine platform bugs. - Escalate to support, product, or engineering effectively and follow through until resolved. 📈 Renewals & Expansion - Partner closely with the Account Manager on renewals, acting as the eyes and ears on each account and flagging risk or expansion growth opportunity early. - Surface renewal risk months in advance rather than at expiry. - Identify and support expansion opportunities - new cohorts, growing usage, additional licences - on the accounts you own. 📊 Operational Excellence - Keep HubSpot accurate and current, notes on every interaction, deal stages up to date. - Monitor account health, adoption, and renewal performance across your book. - Document what works so it can feed into scalable playbooks for the wider team. What Success Looks Like First 90 days: - Full portfolio reviewed, tiered, and any risks flagged. - Strong relationships established with your key strategic accounts. - Early activation gaps identified and being addressed. Ongoing: - Aim for 90%+ Gross Revenue Retention across the portfolio. - NRR tracking toward 110–125%+. - No renewal missed or deprioritised due to volume. - A portfolio where larger accounts get genuine hands-on partnership and smaller accounts are well supported by an increasingly automated, self-serve experience. - Clean, accurate CRM records at all times. About You ✅ Essential - Experience managing a customer portfolio with clear renewal and retention outcomes. - Comfortable moving between hands-on relationship management and a more systems-driven, digital approach. You don't need everything to look the same across every account. - Strong data literacy - you use health scores, usage signals, and engagement data to guide your decisions. - Excellent written communication - a large share of EDU engagement happens async, and clients can go quiet for extended periods (particularly over summer). - Highly organised, with a reliable system for tracking renewals and flagging risk across a large book. - A proactive communicator who's comfortable working cross-functionally with support, product, and sales. - Confident running a genuine strategic EBR just as comfortably as supporting a lighter-touch digital account. 🌟 Desirable - Experience in EdTech, L&D, or working with universities/schools. - Familiarity with cybersecurity or technical training platforms. - Experience with CS platforms such as HubSpot, Hex, ChurnZero, or similar. Understanding EDU Customers Education clients aren't like standard B2B customers. A few things worth knowing before you apply: - Cohort and term cycles, not annual. EDU clients buy on semester and cohort cycles rather than calendar quarters — renewal cadence and reporting need to reflect this. - Tokens, not licences. Our EDU customers use a flexible token model, and you'll need to understand it well enough to explain it clearly. - Summer is a quiet period. Engagement drops off significantly over the summer months - planning ahead for this matters more than reacting to it. - Live classroom constraints are real. A platform issue during a scheduled class means an instructor standing in front of a room of students - speed and clarity of response matters enormously in these moments. - Curriculum mapper and content paths drive value. These are core to the EDU experience, so strong product knowledge is important. - The stakeholder map is layered. The platform learners, budget holder, and renewal champion are often three different people. 🌱 Traits that Thrive at TryHackMe We hire people who care — about their craft, their customers, and our mission. Our most successful CSMs embody: - Ownership: You act like a business owner; if not you, then who? - Speed: You prioritise progress over perfection. - Empathy: You care deeply about the learner and educator experience. - Resilience: You're resourceful, persistent, and solution-oriented. - Craftsmanship: You love refining your approach and setting new standards. These align with our CS values of Customer Empathy, Growth Mindset, Accountability, and Execution Speed. 💼 Benefits & Perks - Competitive salary + quarterly performance bonus - Fully remote & flexible hours (minimum 4 hours' overlap with UK timezone, 8am–6pm) - Tech setup provided (laptop + accessories) - Health insurance (location dependent) - £2,500 annual training budget for professional development - Annual all-company retreat - Enhanced parental leave - Virtual team lunches covered by us - Free TryHackMe subscription for your friends and family - 401k / Pension plan Please note that, at this time, we are unable to provide sponsorship. 🚀 Our Hiring Process 1. Application — Submit your CV and a short note on why you're passionate about education & cybersecurity. 2. Intro Call — 30-minute chat to learn more about you (and vice versa). 3. Take-Home Task — Show how you'd approach a realistic EDU customer scenario. 4. Panel Discussion — Deep dive into your task and experience. 5. Final Chat with Leadership — Meet one of our founders and discuss mission alignment.