PebblePad - The ePortfolio for Higher Education

Customer Success Manager

• Own a portfolio of university accounts across EMEA
• Drive renewals and expansion revenue across PebblePad and myday
• Develop account plans identifying opportunities, risks and strategic priorities
• Identify opportunities for faculty-level expansion, additional programmes or departments, cross-product adoption, and institutional strategic initiatives
• Increase the value customers receive from PebblePad and myday
• Partner with Sales to convert expansion opportunities into revenue
• Maintain understanding of each account's commercial position, renewal status, risks and growth potential
• Act as a strategic partner and trusted advisor to university institutions
• Build relationships with senior stakeholders including CIOs, Directors of Digital Education, Learning & Teaching leaders, 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
• Develop adoption strategies and increase institutional engagement
• Ensure customers achieve measurable value from the products
• Monitor product adoption and engagement, identify risks and implement success plans
• Lead business reviews demonstrating impact and outcomes
• Develop customer advocacy through case studies, conference presentations and peer-to-peer references
• Support the PebblePad community through engagement and knowledge sharing
• Collaborate with Sales, Product, Professional Services and Demand Generation
• Share customer insight and feedback on product development and market trends
• Support institutional pilots and strategic initiatives
• Achieve success metrics including retention, expansion revenue, product adoption, customer satisfaction and advocacy

Customer Success Manager – EMEA