Position: Customer Success Manager
Level: Entry level - Mid-level
Location: London
Employment Type: Full-Time, 5 days in our London office (White City) per week
Who We Are
Hive Learning is redefining the future of learning and sales enablement. Our platforms, Hive Learning and Hive Perform, empower businesses to upskill their teams and drive sales effectiveness for industry-leading clients like Kantar, Forvis Mazars, and AlixPartners.
As a business backed by Blenheim Chalcot, a world-leading venture builder, you’ll join a network of
organisations at the cutting edge of AI and innovation. If you’re ready to make a real impact and have a strong understanding of sales environments and processes, we’d love to hear from you! We’re seeking an enthusiastic and proactive Customer Success Manager to join our high-energy team. The ideal candidate will be a recent graduate, or someone with 1-2 years of experience in Customer Success or a related field, possess strong communication skills, be data-driven, have a commitment to accuracy and a creative approach to solving problems.
The role
Join Hive Learning’s Customer Success team - the engine of our growth. This is an exciting opportunity for a recent graduate, a Customer Success Manager with 1-2 years’ experience, or a sales professional transitioning to the field, to rapidly develop their career, gaining expertise in learning and development while developing strong stakeholder relationships and valuable skills. You’ll be immersed in a fast-paced, start-up style environment, where you’ll expand your skillset through dedicated training programs and accelerate your learning by operating with significant autonomy and ownership.

Role and key responsibilities:

• Act as the primary point of contact for assigned clients, driving overall satisfaction and retention while building strong, long-term relationships
• Guide clients through the onboarding process, seeing clear expectations and ensuring a smooth transition to the Hive Learning/ Hive Perform platform.
• Develop and maintain a deep understanding of the client’s business objectives, aligning Hive’s solutions to achieve their strategic goals.
• Proactively identify opportunities to expand the client’s use of Hive Learning/Hive Perform, contributing to revenue growth.
• Deliver platform demos, training, and consultations, effectively communicating the value proposition and driving product adoption.
• Monitor client usage and data, identifying trends and insights to inform strategic recommendations and drive client growth
• Utilise GenAI tools to automate tasks, improve efficiency, and enhance customer outcomes.
• Responsible for managing the renewal and upsell process, ensuring timely renewals and mitigation of potential risks and creating growth opportunities
• Negotiate contract renewal and terms
• Proactively identify at-risk accounts, develop and execute recovery plans, and advocate for client needs internally.
• Gather and share client feedback to improve our product and processes, and collaborate with internal teams to ensure alignment with client needs

SOME WORDS THAT DESCRIBE YOU, YOUR SKILLS, AND YOUR EXPERIENCE

• Recent graduate, OR bringing 1-2 years of Customer Success, sales, or related experience, with a genuine passion for client success.
• Strong commercial acumen with the ability to understand client business needs and translate them into effective solutions.
• Demonstrate strong communication, organisation, and a keen eye for detail.
• Thrive in a fast-paced, dynamic environment, taking a proactive and analytical approach to problem-solving.
• You’ll be working with clients a lot, so ideally you’ll get energy from working with people.
• Exhibit a growth mindset, with a desire to learn new skills and advance your career.
• Are data-driven and comfortable leveraging GenAI to enhance customer outcomes
• Showcase creativity in identifying new and innovative ways to deliver product value. Are self-motivated, autonomous, and driven to exceed expectations and support the 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!

Role and key responsibilities:

• Act as the primary point of contact for assigned clients, driving overall satisfaction and retention while building strong, long-term relationships
• Guide clients through the onboarding process, seeing clear expectations and ensuring a smooth transition to the Hive Learning/ Hive Perform platform.
• Develop and maintain a deep understanding of the client’s business objectives, aligning Hive’s solutions to achieve their strategic goals.
• Proactively identify opportunities to expand the client’s use of Hive Learning/Hive Perform, contributing to revenue growth.
• Deliver platform demos, training, and consultations, effectively communicating the value proposition and driving product adoption.
• Monitor client usage and data, identifying trends and insights to inform strategic recommendations and drive client growth
• Utilise GenAI tools to automate tasks, improve efficiency, and enhance customer outcomes.
• Responsible for managing the renewal and upsell process, ensuring timely renewals and mitigation of potential risks and creating growth opportunities
• Negotiate contract renewal and terms
• Proactively identify at-risk accounts, develop and execute recovery plans, and advocate for client needs internally.
• Gather and share client feedback to improve our product and processes, and collaborate with internal teams to ensure alignment with client need