Customer Success Manager

Company: Hive Learning
Position: Customer Success Manager
Level: Mid-level
Location: London
Employment Type: Full-Time, with expectation of 4 days in our London office per week

Exciting Opportunity to Join a GenAI Innovator in L&D

Do you want to keep learning and developing while gaining hands-on experience in an organisation at the forefront of AI and innovation? Do you want the opportunity to support the growth of our business and be part of a network of companies backed by Blenheim Chalcot, a world-leading venture builder?

If so, we would love to hear from you! We are looking to hire an enthusiastic and proactive Customer Success Manager to join our high-energy team. The ideal candidate will have 1-2 years of experience in Customer Success or a similar function, possess strong communication skills, be data-driven, have a commitment to accuracy and a creative approach to solving problems.

About Us: 

An exciting opportunity to work for a business that is at the forefront of leveraging GenAI technology. Join a team that's revolutionising how the world's most influential organisations upskill their talent. For the past seven years, Hive Learning has delivered impactful learning programs quickly and at scale. In today's rapidly evolving work environment, our mission to develop skills faster and more effectively has become even more critical.

We specialise in helping businesses acquire new skills faster than traditional methods, ensuring that the skills acquired are relevant and aligned with your business strategy by combining human expertise with the scalable power of GenAI. Our AI-Powered Skills Academy and innovative Product Operating Model enable us to deliver high-quality, customised learning experiences. With over 90% of learners applying new skills and thousands of hours saved for HR and L&D teams, we ensure that skill development is seamless, engaging, and directly aligned with business objectives.

Join us and be part of a pioneering team that’s setting new standards in learning and development, driving innovation, and making a real impact on the future of work.

About the role:  

This is an exciting opportunity, ideal for an experienced Customer Success Manager looking to further their career in Customer Success at a company with learning and development at its core. This is an all-round role, where you'll have the chance to acquire a diverse range of skills. As a Customer Success Manager, you will report directly to our Head of Customer Success  and become an integral part of our energetic and supportive team. With a proven track record of consistently delivering high impact and value to our clients, you'll be immersed in a fast-paced environment where you can continually learn and contribute to our mission.

The Customer Success team is one of the most important teams in our business as they fuel our growth by ensuring customers have a first-class experience. We specialise in supporting organisations in running and implementing learning initiatives that deliver tangible business outcomes. 

Roles and Responsibilities:

• Acting as the primary point of contact for the customer, focused on their overall satisfaction, and retention.
• Leading customers through the onboarding process (post sales) and establishing the foundations for the unparalleled support they will receive throughout the partnership with us.
• Owning the design, delivery and measurement of learning programmes delivered to customers.
• Helping customers define objectives and ensuring their measures of success are met.
• Managing the whole delivery process for clients - including onboarding, regular communication with clients, driving engagement, analysis and insights of data, testing and learning - and more!
• Spotting opportunities for us to help customers grow their business, improving the potential for the Partnerships Team to grow revenue for the business in the process.
• Helping to identify customers that are 'at risk' and set recovery plans in place to win them back round.
• Ensuring that for every customer, we know what they love about our platform, and what we could improve.
• Helping to determine, design and develop new ways for our customers to get the most out of our platform.
• Ensuring smooth customer education as our product develops.
• Owning overall customer health and product adoption scores.

Some words that describe you, your skills, and your experience:

• Degree level education or equivalent life experience.
• 1-2 years experience in Customer Success or a similar role.
• Have a real passion for Customer Success
• Proven record of driving positive customer outcomes in a high-touch environment.
• Proven ability to manage multiple accounts simultaneously with a high level of attention to detail.
• You'll be working with clients a lot, so ideally you'll get energy from working with people. You're comfortable communicating and building relationships.
• You’re curious about data and generative AI.
• You have a growth mindset and you’re always looking to learn; we’re looking for someone who can both grow the role and their career at the same time.
• Comfortable in a fast-paced, high energy environment that’s ever-changing
• You’re a strategic and analytical thinker who has a proactive approach to solving problems.
• You have an autonomous, self-starting approach with a natural curiosity of how things can be done better.
• You get pleasure from doing a great job and going the extra mile for clients.
• You have a creative side; you’re able to come up with ideas to help us deliver the product in new ways.
• You have a sharp attention to detail and are highly organised. 

If this job speaks to you but you're not sure you have the "right" experience, we'd love you to apply anyway and tell us why you'd be great for this role in your cover letter. 

What we’d like to offer you:

• An exciting and meaningful challenge with the opportunity to play a pivotal role in the next phase of our growth
• Commitment to your professional growth - we believe in investing in our team members' continuous learning and development in order to facilitate career progression
• A supportive and inclusive environment in a forward-thinking and energetic team 
• Be part of the broader Blenheim Chalcot family - connect and be mentored by some of the incredible people that work in the 30+ other start-ups in our ecosystem. All based in Scale Space, which offers regular social and networking events
• 25 days annual leave + bank holidays and your birthday off 
• Life assurance (3x your annual salary) and pension scheme
• Up to £900 flexible benefits package – you pick a combination from a list including medical insurance, dental cover, gym membership and much more.
• Cycle to Work scheme
• Season Ticket Loan scheme

Our Values:

It’s only right for a company who specialises in culture change, to have a unique approach internally. We work really hard on our culture, and we’re committed to creating a supportive, growth-minded and inclusive team.

Everything we do is underpinned by our 4 key values;

• Experts, but not always right
• Substance before “sizzle”
• Caring and courageous
• Evergreen entrepreneurs

We care deeply about giving feedback in the right way. We champion the idea of test and learn, and we’re not afraid of failure. We’re always looking for ways to improve, and respect everyone’s ideas. And we really take the time to invest in our working relationships, and overall, practise what we preach.

Why this role might not be right for you…

We love working here, but we get that our unique culture may not be right for everyone. Here’s a few reasons why working at Hive Learning may not be right for you:

• Things move quickly here, and priorities sometimes change.
• We really do love feedback, the good and the constructive - so make sure that’s something you’re comfortable with.
• We love the time we spend together building our relationships and collaborating, so if you never want to step inside an office again, this may not be for you!

Right to Work:

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Our recruitment process:

If you’re still interested, we’d love to hear from you! After reviewing your application, if it seems like a good fit, we'll contact you to arrange a quick screening call. After that, it’s typically a two-stage interview, with a task or scenario thrown in too, but we’ll give you all the details during the screening call.

If you require any reasonable adjustments throughout the interview process, please let us know!

We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Hive Learning an inclusive and supportive workplace.

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on characteristics including race, colour, ethnicity, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status and chronic illness. Above and beyond discrimination/harassment based on protected characteristics, Hive Learning also strives to prevent subtler forms of inappropriate behaviour (like bias and stereotyping). Whether blatant or hidden, barriers to success have no place here at Hive Learning.

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Last updated on Jul 17, 2024