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Customer Success Manager – EMEA
PebblePad - The ePortfolio for Higher Education. Own a portfolio of university accounts across EMEA .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Account Management within the SaaS sector, focusing on driving renewals, expansion revenue, and stakeholder engagement in the higher education landscape. Proven ability to develop strategic account plans and foster relationships with senior university stakeholders to enhance product adoption and customer satisfaction.
Highest-signal resume keywords
Customer Success ManagementSaaS Account ManagementStakeholder EngagementRenewals and Expansion RevenueHigher Education Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementPortfolio ManagementData AnalysisCustomer Advocacy DevelopmentRenewal Strategy DevelopmentRisk IdentificationPerformance Metrics UtilizationCross-Product AdoptionStrategic PlanningCommercial Partnerships
Soft Skills
Excellent CommunicationRelationship BuildingProactive ApproachOrganizational SkillsPresentation Skills
Industry Keywords
Higher EducationDigital TransformationStudent ExperienceEmployabilityCurriculum DevelopmentCommercial MindsetComplex Account ManagementGlobal Customer EngagementInstitutional Strategic InitiativesEducation Sector
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 3+ years' experience in Customer Success, Account Management, Strategic Account Management, Commercial Partnerships or a similar customer-facing commercial role
- Proven experience managing and growing a portfolio of SaaS accounts
- Demonstrable experience contributing to or owning renewals, retention and/or expansion revenue
- Experience managing complex accounts with multiple stakeholders and decision-makers
- Strong stakeholder management skills, including experience engaging senior-level contacts
- Proven ability to identify customer needs, risks and commercial opportunities
- Excellent communication, presentation and relationship-building skills
- Strong commercial mindset and understanding of revenue and retention drivers
- Proactive, organised and accountable approach to managing a portfolio of customers
- Comfortable using data, customer insight and performance metrics to inform priorities and decisions
- Ability to navigate complex organisations
- Experience working with universities, colleges or the wider education sector
- Experience managing accounts across multiple products or solutions
- Experience 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 multiple countries
- Ability to work occasional hours outside standard business hours to support global customers and teams
- Some travel required to customers, conferences, and company events
Benefits
Comp & perks- Remote work
- Full-time employment
- Travel to customers, conferences, and company events
- Equal opportunities employer
- Opportunity to work with leading universities globally
- Mission-driven company improving learning and student experience
- Opportunity to shape the future of digital education and campus engagement
- Collaborative team at the forefront of EdTech innovation
- Direct impact on customer outcomes and business growth