GradBay
Customer Success Manager
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Key Account & Customer Success Manager – University Partnerships
Working pattern: Hybrid – three days in the office and two days working from home each week.
The Opportunity
We are looking for an experienced Key Account & Customer Success Manager to manage and grow a portfolio of university partnerships using our targetconnect platform.
You will guide customers from onboarding and implementation through to go-live, adoption and ongoing account development. Acting as a trusted partner to university Careers Services, Student Services and senior stakeholders, you will help each institution maximise student engagement, employer participation and the overall value of the platform.
This is a varied, relationship-led role combining customer success, account management, training, service delivery and commercial growth.
What You’ll Do
- Manage and develop university partnerships
- Manage a portfolio of university accounts as their trusted day-to-day contact.
- Build strong relationships across Careers Services, Student Services and wider university teams.
- Understand each university’s objectives and help them get maximum value from the platform.
- Provide proactive, responsive support and maintain consistently high service standards.
- Strengthen customer satisfaction, retention and renewal confidence.
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Key Criteria
Essential
- Experience managing a portfolio of customer accounts or strategic partnerships.
- Background in customer success, account management, onboarding or implementation.
- Experience supporting customers through onboarding, go-live and ongoing platform adoption.
- Strong stakeholder management skills, with the confidence to build trusted relationships at different levels.
- Experience delivering customer training, webinars, presentations or product demonstrations.
- Ability to identify opportunities for account growth, retention and improved customer engagement.
- Highly organised and able to manage multiple accounts, priorities and deadlines.
- Strong written and verbal communication skills.
- Comfortable working with technology, SaaS or platform-based products.
- Proactive, customer-focused approach with strong problem-solving skills.
Desirable
- Experience working with universities, Careers Services, Student Services or employability teams.
- Knowledge of the higher education or early-careers market.
- Experience supporting contract renewals or expanding existing customer accounts.
- Familiarity with customer satisfaction, NPS, adoption and engagement metrics.
- Experience within EdTech, recruitment technology or another purpose-led technology business.
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How Success Will Be Measured
- Customer satisfaction and NPS.
- Successful onboarding and go-live delivery.
- Platform adoption and engagement.
- Quality of university stakeholder relationships.
- Customer retention and renewal confidence.
- Identification of account growth opportunities.
- Feedback from training, webinars and engagement activity.
About You
You will be a confident relationship builder who enjoys helping customers achieve meaningful outcomes. You will be organised, proactive and comfortable managing multiple university accounts and competing priorities.
You will bring:
- Experience managing customer relationships, accounts or strategic partnerships.
- Experience within customer success, onboarding, implementation or service delivery.
- Strong communication and stakeholder management skills.
- The confidence to deliver training, webinars and customer presentations.
- Excellent organisation and attention to detail.
- A customer-first approach with strong problem-solving skills.
- The ability to work collaboratively across different teams.
- Experience using technology, SaaS or platform-based products.
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