Client Success Manager (CSM)

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Company Description

xUnlocked (www.xunlocked.com) is a fast-growing, purpose-driven company based in London, and we're proud to be a certified B-Corp. Our mission is to make a positive social impact through digital learning, empowering individuals and organizations to thrive in the fields of Sustainability and Finance. With a unique blend of cutting-edge content and personalized learning experiences, we help enterprises like Santander, Airbus, and the London Stock Exchange upskill their teams and foster sustainable change.

As a B-Corp, we hold ourselves accountable to the highest standards of social and environmental performance, transparency, and accountability. We're all about learning, growth, and making a difference, and we're looking for a passionate, empathetic, and collaborative individual to join us in this exciting journey.

Who we are looking for

We're searching for a Client Success Manager who will play a key role in shaping the future of our company. This person will be at the heart of building lasting, meaningful relationships with our clients, ensuring they receive the highest value from our services. You'll be part of a growing team at a pivotal moment in our development, where your contributions will directly impact both the success of our clients and the future of our organization.

In this role, you'll be instrumental in driving client retention, growth, and advocacy, all while fostering a positive, customer-first environment. As we scale, you'll be empowered to influence and refine our processes, creating a supportive and dynamic space where both our clients and our team can flourish.

Job Description

What you'll be doing

• Client Engagement & Relationship Building: You'll build and nurture strong relationships with key clients, ensuring their goals are met, and they feel heard and valued. You'll work closely with them to understand their needs and proactively offer tailored solutions.
• Growth & Retention: You will identify and close opportunities for growth within existing accounts, including cross-selling and upselling, while ensuring that each client renewal is a smooth and successful process.
• Strategic Account Planning: You'll create and implement thoughtful, strategic plans that align with the unique needs of each client, helping them achieve their long-term objectives with our services.
• Collaboration & Communication: You'll partner closely with our Sales, Marketing, and Product teams, ensuring a seamless client experience. You'll act as the voice of the customer, feeding insights into our product development to ensure we're meeting their needs.
• Driving Learning Impact: You'll collaborate across internal and external teams to create repeatable communications campaigns that drive uptake and repeat usage of our content, embedding learning behaviours that drive a real impact to our customers.
• Problem Solving & Support: When challenges arise, you'll act quickly to provide solutions and support, ensuring that clients feel cared for and supported every step of the way.
• Metrics & Reporting: You'll track key account metrics, analyze trends, and use insights to improve the customer experience and guide our long-term strategy.
• Process Development: You'll help refine and create new processes that make our client success efforts more efficient and scalable as we grow.

Qualifications

What we're looking for

• Solid experience in Client Success or Enterprise Account Management; a proven track record of managing complex relationships and driving long-term success for clients.
• A proven track record of pitching, negotiating and closing renewals, upselling and cross-selling opportunities.
• A Passion for Sustainability and Learning: You believe in the power of education to change the world, and you're excited about using your skills to help our clients grow and thrive.
• Empathy & Communication: You connect easily with people and can adapt your communication style to different personalities and situations. You're a great listener and know how to make clients feel understood and supported.
• Growth Mindset: You're driven by results and take pride in helping clients achieve their goals, but you also have a deep respect for the journey and the people you're helping along the way.
• Comfortable in a Start-up Environment: You're adaptable, enjoy wearing many hats, and thrive in a fast-paced, dynamic environment where you can make a real impact.
• Organized and Detail-Oriented: You know how to keep things running smoothly and ensure nothing slips through the cracks, especially when juggling multiple priorities.
• A Collaborative Team Player: You understand that we achieve more when we work together, and you love being part of a supportive, inclusive team that shares a common purpose.

Nice-to-haves

• Experience in EdTech, Sustainability, or Finance, or working with B2B clients in a learning environment.
• A background in working with Series A or Series B scale-ups

Additional Information

Our offer

We offer a competitive base salary, commission structure, and a host of benefits that promote both your professional and personal well-being:

• Hybrid Working: Flexibility to balance time between our vibrant Bloomsbury office (at least four days per month) and working from home.
• Wellbeing Support: Private healthcare, with a cash-back scheme covering medical, dental, and other health-related expenses.
• Work from Anywhere: Enjoy the flexibility to work abroad up to 30 days per year.
• Team Connection: Regular in-person team activities, including meals and an annual company offsite, where we come together to reflect, learn, and have fun.
• Parental Leave: Enhanced, flexible parental leave to support you during this important time.
• Giving Back: We encourage volunteering, with up to two days of paid time off annually to contribute to a cause you're passionate about.

Our vision and values

We believe in a culture where everyone can thrive as well as one of high performance. Our values are rooted in collaboration, empathy, and the drive for progress. We encourage personal growth and strive to be a place where you can feel valued, supported, and inspired. Here's what matters most to us:

• Act like an owner: We take pride in our work and are accountable for our individual and collective success.
• Do the right thing: Our decisions are guided by a strong sense of purpose, always considering the impact on our clients, our team, and the world.
• Relentlessly progress: We're committed to continuous learning and improvement, both personally and as a company.
• Deliver simplicity: We find clarity in complexity and take pride in delivering simple, effective solutions to our clients.