Senior Customer Success Manager - London

About Us

Our vision is simple: empower people by giving them access to essential soft skills.

Bodyswaps is an award winning immersive education platform (B2B SaaS) leveraging Virtual Reality (VR), Artificial Intelligence (AI) and Behavioral Science to deliver effective and scalable soft skills training. We've worked with leading organisations such as Yale University, Ohio State University, NHS and the UN Refugee Agency on topics like leadership, communication and interview skills. Unlocking people's full potential.

About the Role

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:

1. Protect renewals across our 100+ accounts in the region.
2. 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.

Key Responsibilities

Onboarding & Implementation

• 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.

Account Management & Expansion

• 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.

Team

• 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.

Requirements

Must-haves:

• 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.

Major plus:

• Experience in a start up or fast paced growth environment.
• Track record of exceeding targets, whether in your career, studies, or sports.
• Experience with Edtech and an understanding of the Education sector.

Who You Are

• 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

️ Compensation, Culture & Benefits

• £50,000 - £55,000 base salary (£70,000 - £75,000 OTE).
• Flexible working environment - three days in our Shoreditch office per week
• 25 days' annual leave + bank holidays ( + 1 day of annual leave per year of completed service (up to 5 days additional
• Annual learning and development budget to support your career growth (e.g. courses, conferences, workshops)
• Enhanced parental leave
• Workplace pension - increasing employer contributions after 2 years and 4 years of employment at Bodyswaps.
• Paid sabbaticals (once you reach 5 years at Bodyswaps)
• Working in one of the industry's hottest startups, with the opportunity for professional growth and development
• Fun and supportive culture - we firmly believe in fostering a positive work environment, which means having fun as a team while challenging ourselves. We bring the whole team together for quarterly team days and bi annual off site trips.
• Opportunities to travel
• Working Abroad policy that supports short term work abroad periods.
• 1 day volunteering leave per year

We are committed to building a diverse culture and are eager to receive applications from all backgrounds, with different outlooks and experiences. All applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.