Senior Customer Success Manager

At TryHackMe, our mission is to make learning and teaching cybersecurity accessible, gamified, and deeply engaging. With a community of over 6 million learners, we're transforming how cybersecurity skills are taught from classrooms to global enterprises.We're looking for a Senior Customer Success Manager (Education) to own and grow relationships with universities, schools, and training providers who use TryHackMe to educate the next generation of cybersecurity talent. You'll ensure every institution in your portfolio sees measurable outcomes, renews with confidence, and advocates for TryHackMe across the education landscape. Role OverviewAs the Senior CSM (Education), you'll manage a £2M+ portfolio of 130+ educational accounts, ensuring they achieve meaningful adoption and impact.Unlike traditional SaaS renewals, our EDU customers purchase on flexible academic timelines - semester-based, modular, or annual. You'll navigate this complexity by building deep partnerships with educators, anticipating renewal needs, and ensuring our platform becomes an indispensable teaching tool. Key ResponsibilitiesCustomer Outcomes & RetentionServe as the primary relationship owner for your education portfolio, driving adoption, engagement, and satisfaction.Help educators and program leads embed TryHackMe into curricula, ensuring a seamless student experience.Monitor and act on usage data to predict churn risks and proactively re-engage accounts.Partner with Account Management to drive Net Revenue Retention (NRR >120%) through renewals and expansions.Strategic Growth & ExpansionIdentify patterns in usage, renewal cycles, and purchasing behavior to develop scalable playbooks.Spot expansion opportunities (e.g., departmental rollouts, new licenses, product add-ons).Collaborate with Sales, Marketing, and Product to influence the education roadmap and improve the EDU offering.Support RFPs and tender submissions with impact data, case studies, and success metrics.Leadership & EnablementDemonstrates a strong understanding of Customer Success principles and practices, applying established methodologies and data-driven approaches to improve customer outcomes and team performance within the EDU segment.Shows initiative by taking ownership of specialized projects that enhance team structure and scalability including coordinating or managing initiatives that establish guidelines, templates, frameworks, and best practices to drive consistency and operational excellence.Mentors junior CSMs, sharing expertise, promoting best practices, and helping to shape scalable CS processes tailored to the needs of education customers.Contributes to the development of internal playbooks, health metrics, and ideal customer profiles for education accounts, supporting proactive engagement and long-term retention.Acts as the internal voice of the educator, synthesizing customer insights and feedback to inform product development, process improvements, and strategic decision-making across teams.Data-Driven ExecutionRegularly analyze engagement and retention metrics to guide proactive outreach.Maintain accurate forecasting, renewal status, and risk tracking in our CRM and CS platforms.Report performance and opportunities to leadership with clarity and speed. What Success Looks LikeNRR of 120%+ across your education portfolio.At least 90% renewal rate year over year.High customer advocacy: referrals, case studies, or participation in marketing events.Clear contribution to internal efficiency (playbooks, reporting, onboarding improvements).Recognition as a trusted strategic advisor by educators and internal stakeholders alike. About YouEssential Skills & Experience3+ years in Customer Success, Account Management, or Educational Partnerships within a SaaS or EdTech company.Proven success managing large customer portfolios with renewal and growth targets.Experience working with education institutions (universities, training providers, or schools).Strong data literacy — comfortable using data to drive decision-making and storytelling.Excellent communication and stakeholder management skills, from faculty members to procurement teams.Track record of mentoring peers or improving processes across a CS team.DesirableExperience with tools like HubSpot and ChurnZero.Familiarity with cybersecurity education or technical learning platforms.Exposure to RFP processes, public-sector procurement, or B2B SaaS renewals. Traits that Thrive at TryHackMeWe 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 prioritize 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 Salary - We hire across 34+ countries. We determine salaries based on Geographic Location, Seniority, Interview Performance, and Market Rates using leading compensation benchmarking tools. 100% Remote - In a fully digital world, work from anywhere you want Flexi Time - Choose your own hours as long as you have at least 2 hours of overlap with the UK timezone (from 8am - 6pm). Tools - a dedicated work laptop + any accessories you need to do your best work. Swag Pack - start your TryHackMe journey with a sought-after branded swag bundle Personal Development - £2,500 training budget to acquire certifications, books and more. Company Retreat - an annual company retreat, fully paid for by us Health Insurance - if you're in a country that doesn't have public health care. Enhanced Maternity & Paternity- an enhanced package on top of statutory requirements. 401k / Pension - TryHackMe makes it easy to save money for your retirement.Lunch on us - whether you're a pizza-lover, salad obsessed or a big sushi fan, TryHackMe will cover the cost of your lunch order during our recurring company virtual lunches. Free THM subscription for your circle - we know our platform can be transformative, and we want to extend that impact to your family and friends Our Hiring ProcessApplication - Submit your CV and a short note on why you're passionate about education & cybersecurity.Intro Call - 30-minute chat to learn more about you (and vice versa).Take-Home Task - Show how you'd approach a realistic EDU customer scenario.Panel Discussion - Deep dive into your task and experience.Final Chat with Leadership - Meet one of our founders and discuss mission alignment.Ready to empower the next generation of cybersecurity learners?Apply now