Senior Customer Success Manager - UK

Senior Customer Success Manager – UK
Kilmarnock (hybrid working)
£40,000 to £50,000

At ILT Education UK, values are at the heart of everything they do: the team are driven to achieve the best outcomes for learners, they build trust with their schools and partners and create real impact through their innovative EdTech products.

ILT Education is the leading EdTech company in the Nordics and is expanding actively across Europe and the UK. Their products and services have a profound impact on educational institutions, ranging from preschools to adult education. They strongly believe that education should be accessible to all, regardless of background, language, or ability. They empower educators, support learners, and achieve positive learning outcomes worldwide.

Founded in Sweden in 1990, ILT Education operates in Sweden, Finland, Norway, Denmark, Germany, France, the USA, and the UK, ensuring that learners worldwide have access to high-quality educational content.

Together they create an inclusive and international work environment where the focus lies on collaboration, achieving high-set goals together, creating sustainable value for their customers, and a strong company culture.

We are seeking a customer-focused and process-driven Senior Customer Success Manager – UK to join their fantastic team. This is a highly detail-oriented role for a motivated individual, working with their customer journey from onboarding to renewal and ensuring schools achieve measurable value from ILT Education’s solutions, including Giglets, Polylino and Nessy.

Working within the Customer Success team this role will report directly to the Head of Product and Operations for the UK.

Key Responsibilities:

- Manage the onboarding-to-renewal journey for customers: Map and manage each stage of the customer experience, ensuring smooth handovers, timely delivery, and clear communication.

- Manage contract delivery and build positive relationships: Monitor commitments, deadlines, and deliverables to guarantee schools and partners receive best value and benefit realisation. Provide clear, engaging customer success experiences, actively organising and managing operational and strategic business reviews.

- Track and report outcomes: Monitor customer success KPI’s (renewal, onboarding), measure customer engagement, and feed insights back into continuous improvement. Analyse and monitor customer data to draw insights, communicating those findings internally and to clients, and adjusting for improvements.

- Work with the product team to build scalable support: Develop targeted material and repeatable resources that make customer success more efficient and self-sustaining.

- Develop and improve processes: Build repeatable workflows that prevent gaps, reduce risk, and support consistent, high-quality engagement.

- Collaborate across teams: Feed customer insights back into Product development and work with Sales to strengthen relationships that support adoption, growth, and renewal.

Capabilities

- Proven experience in customer success, account management, service management, or project management (Education, SaaS, or EdTech experience advantageous).
- Strong process mapping skills - able to design and manage customer or internal journeys.
- Ability to quickly build relationships and knowledge of customer contexts and needs to support impact delivery.
- Ability to ensure and monitor contract delivery, including deadlines, commitments, and implementation plans.
- Ability to contribute to strategic planning by identifying trends, risks, and opportunities through customer engagement and data analysis.
- Confident communicator with strong relationship