Head of Customer Success – APAC

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PebblePad - The ePortfolio for Higher Education

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

🏥 Healthcare

💼 Consulting

📣 Marketing

💰 Private equity on 2024-11

Healthcare • Consulting • Marketing

PebblePad - The ePortfolio for Higher Education is a learning journey platform and flexible ePortfolio, workbook and assessment system built for higher education institutions. Since 2004 it has provided a SaaS solution that unifies the entire learning journey—from pre-arrival through placements, graduation and alumni—supporting authentic assessment, reflection, feedback, employability tracking, and professional identity development. The platform integrates with LMS/VLE systems, offers offline mobile capabilities (PebblePocket), analytics and alumni account support to help educators scale assessment and improve student outcomes.

📋 Description

• Execute and evolve the APAC Customer Success strategy in alignment with PebblePad’s global vision • Translate global objectives into regional priorities, plans, and measurable outcomes • Embed consistent customer success frameworks, processes, and engagement models across APAC • Use customer insight, health metrics, and performance data to identify risks, opportunities, and interventions • Advocate for APAC customers internally and contribute regional insight to global strategy • Own the health, retention, and growth of the APAC customer portfolio • Achieve regional GRR, renewal performance, and expansion ARR targets • Lead renewal governance, risk identification, mitigation, forecasting, and reporting • Partner with Business Development on land-and-expand opportunities • Collaborate with Professional Services to drive adoption, managed services opportunities, and commercial engagement • Establish account planning standards and oversee execution • Personally manage high-value strategic accounts as executive sponsor and trusted advisor • Lead and performance manage the APAC Customer Success team • Set expectations and accountability for portfolio management, forecasting, and commercial performance • Conduct 1:1s, performance reviews, and coaching • Support hiring, onboarding, and ramping of new team members • Partner with the VP of Customer Success on leadership development and team effectiveness • Partner with the Senior Education Solutions Consultant on regional initiatives • Build relationships with senior stakeholders across strategic accounts • Lead executive business reviews, renewal discussions, and strategic account conversations • Represent PebblePad at conferences, webinars, and customer events • Collaborate with the Global Community Lead to create account-level outcomes • Promote customer success stories, innovation, and best practice across the community and sector

🎯 Requirements

• Strong experience in Customer Success within SaaS, ed-tech, or enterprise customer environments • Demonstrated success managing complex customer accounts, including multi-stakeholder environments and ideally multi-product portfolios • Proven ability to drive customer retention, adoption, and value realisation across a diverse customer base • Strong commercial awareness and experience supporting renewals, identifying growth opportunities, and contributing to expansion outcomes • Skilled at building trusted relationships with senior customer stakeholders • Experience working cross-functionally with Sales, Product, and Professional Services teams • Ability to use customer insights, health metrics, and reporting to prioritise activity and manage portfolio risk • Excellent communication, presentation, and stakeholder management skills • Strong ownership, accountability, and sound judgement • Ability to guide, influence, and support peers • Structured approach to planning, prioritisation, and decision-making • Comfortable leading senior-level customer conversations and representing the business externally • Positive contribution to team culture, collaboration, and continuous improvement • Experience managing or supporting team performance or development • Nice to have: experience managing Customer Success teams within ed-tech • Nice to have: experience with multiple products or complex solution offerings • Nice to have: exposure to renewal forecasting, pipeline contribution, or commercial targets • Nice to have: experience presenting at senior or executive-level customer meetings • Nice to have: familiarity with CRM and Customer Success platforms such as HubSpot and ChurnZero • Willingness to travel to customers, conferences, and company events • Availability for occasional work outside standard business hours to support global customers and teams

🏖️ Benefits

• Remote work • Full-time employment • Travel to customers, conferences, and company events • Equal opportunities employer • Inclusion and diversity