Customer Success Manager – EMEA

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage a portfolio of university accounts throughout the EMEA region.

• Drive renewal processes and increase revenue across PebblePad and myday.

• Create account strategies that highlight opportunities, risks, and strategic priorities.

• Discover opportunities for faculty-level growth, additional programs or departments, cross-product usage, and institutional strategic initiatives.

• Enhance the value that customers derive from PebblePad and myday.

• Collaborate with the Sales team to convert expansion opportunities into revenue.

• Keep abreast of each account's commercial status, renewal timelines, risks, and growth potential.

• Serve as a strategic partner and trusted advisor to university institutions.

• Foster relationships with senior stakeholders, including CIOs, Directors of Digital Education, leaders in Learning & Teaching, and Student Experience leadership.

• Align PebblePad and myday with institutional priorities such as employability, professional identity, competency-based education, digital student experience, and curriculum redesign.

• Formulate adoption strategies and enhance institutional engagement.

• Ensure that customers realize measurable value from the products.

• Oversee product adoption and engagement, identify risks, and implement plans for success.

• Lead business reviews that showcase impact and results.

• Cultivate customer advocacy through case studies, conference presentations, and peer-to-peer references.

• Support the PebblePad community through active engagement and knowledge sharing.

• Collaborate with Sales, Product Development, Professional Services, and Demand Generation teams.

• Share customer insights and feedback regarding product development and market trends.

• Assist with institutional pilots and strategic initiatives.

• Meet success metrics, including retention rates, expansion revenue, product adoption, customer satisfaction, and advocacy.

⛳️ Requirements

• Minimum of 3 years' experience in Customer Success, Account Management, Strategic Account Management, Commercial Partnerships, or a related customer-facing commercial role.

• Proven track record in managing and expanding a portfolio of SaaS accounts.

• Demonstrated experience in contributing to or overseeing renewals, retention, and/or expansion revenue.

• Experience in managing complex accounts with multiple stakeholders and decision-makers.

• Strong stakeholder management skills, including experience engaging with senior-level contacts.

• Proven ability to identify customer needs, risks, and commercial opportunities.

• Exceptional communication, presentation, and relationship-building skills.

• Strong commercial insight and understanding of revenue and retention drivers.

• Proactive, organized, and accountable approach to managing a customer portfolio.

• Comfortable utilizing data, customer insights, and performance metrics to guide priorities and decisions.

• Ability to navigate complex organizational structures.

• Experience working with universities, colleges, or the broader education sector.

• Experience managing accounts across multiple products or solutions.

• Experience in developing customer advocates, case studies, references, or conference speakers.

• Understanding of higher education priorities such as student experience, employability, digital transformation, curriculum development, or professional identity.

• Experience working with customers across different countries.

• Willingness to work occasional hours outside of standard business hours to support global customers and teams.

• Some travel required for customer visits, conferences, and company events.

🏝️ Benefits

• Remote work options available.

• Full-time employment status.

• Opportunities for travel to customers, conferences, and company events.

• Commitment to equal opportunities as an employer.

• Chance to collaborate with leading universities worldwide.

• Work for a mission-driven company focused on enhancing learning and student experiences.

• Opportunity to influence the future of digital education and campus engagement.

• Join a collaborative team at the cutting edge of EdTech innovation.

• Make a direct impact on customer outcomes and business growth.