Senior Customer Success Manager, Bodyswaps

• Experience managing commercial accounts and delivering measurable results
• Confident with tools such as HubSpot, and comfortable using AI-powered platforms (e.g., Large Language Models like ChatGPT) alongside Notion and Gong
• Proven commercial and negotiation skills
• An exceptional communicator who can build trust at senior stakeholder level
• Entrepreneurial and proactive - you make things happen
• Highly organised, resilient, and able to manage multiple projects at pace
• Customer-focused, solutions-oriented, with a “do whatever it takes” mindset
• A collaborative team player who supports collective success
• Exceptional interpersonal skills, both written and verbal, ability to build long-lasting relationships and become a trusted advisor
• Entrepreneurial, self-starter, ambitious and hard working, excited to actively contribute to a start-up success story
• Excellent organisational & time management skills, comfortable handling multiple work streams in a demanding and fast-paced environment, ability to keep on top of complex ever-moving projects
• Customer-focused, solution-oriented, showing a do-anything attitude for delighting customers
• A team player who is prepared to help others in order for us to achieve our goals

Desirable

• If you’re ambitious, thrive in a fast-paced environment, and want your work to truly matter, this is your chance to make a measurable difference
• At Bodyswaps, you’ll empower educators and learners to build the skills, confidence, and resilience they need to succeed. We’re a mission-driven startup with global ambitions, fusing VR, AI, and behavioural science to prepare people for the future of work
• You’ll join a high-performing global team, where you’ll have the autonomy and ownership to drive growth and achieve our dual-mission:
• Protect renewals across our 100+ accounts in the region
• Drive cross-sell expansion into new faculties within the higher education institutions we already serve, unlocking significant growth
• Your work will position Bodyswaps as the world’s leading soft skills training solution while collaborating with a team pushing the boundaries of VR and AI technology
• Facilitate engaging demos, training sessions, and on-site workshops to drive rapid adoption
• Design success plans with clear objectives and KPIs for each customer
• Scope and manage solution rollout projects
• Build support resources and playbooks for a best-in-class user journey
• Manage a portfolio of enterprise customers across Higher Education and Healthcare, focusing on high-value and high-opportunity accounts
• Be the trusted advisor and main point of contact, ensuring consistent, exceptional customer experiences
• Monitor analytics and adoption, run regular business reviews, and provide actionable recommendations
• Proactively identify, pursue, and close upsell and cross-sell opportunities. Especially multi-faculty expansions in universities
• Collaborate closely with Sales to move warm opportunities quickly to close
• Develop customer advocates, case studies, and marketing opportunities
• Mentor a team of 2 Customer Success Managers (CSMs) in the UK, providing guidance and support to achieve regional goals
• Take ownership of renewals, upsell and cross-sells across the UK Customer Success function
• What you will learn:
• A culture of experimentation
• Immersive learning (XR/VR/AI) and soft skills training
• Commercial customer success and account management best practice