Customer Success Manager – EMEA

🔥 16 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 12%

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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

• 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

• 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

• 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