QS Quacquarelli Symonds
Customer Success Manager (*Internal applications only*)
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Customer Success Manager (*Internal applications only*)
Customer Success Manager (Internal applications only)
Location: Europe – London, UK or Bucharest, Romania Job Type: Full-time, permanent – hybrid
Why QS?
At QS, we believe work should empower you. That’s why we foster a flexible, collaborative environment where you can own your career while growing both personally and professionally. Our company values—collaboration, respect, and support—drive everything we do.
Our mission is to empower motivated individuals worldwide to fulfil their potential through higher education, ensuring everyone has access to life-changing opportunities.
At QS, diversity fuels progress. By sharing our unique perspectives, we drive meaningful change in the global higher education sector. We’re not just a workplace—we’re a community where everyone thrives.
QS was recognised as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), reflecting our culture of respect, trust, and appreciation. As a gold-accredited Investors in People organisation (top 28% globally), QS is where meaningful impact and personal growth go hand in hand.
The Role
As a Customer Success Manager at QS, you’ll drive consistent, value-driven experiences across a diverse portfolio of university partners, government, and commercial organisations. Reporting to the Regional Head of Customer Success, you’ll execute QS’s global Customer Success strategy at a regional level, focusing on adoption, engagement, and value realisation through structured frameworks and data-driven engagement.
This is a Customer Success–led role where you’ll empower customers to achieve long-term success, strengthen retention, and drive sustainable business growth—while ensuring we deliver on our mission.
Responsibilities
1. Customer Success Delivery & Value Realisation
- Support customers in achieving clear, measurable outcomes from QS products and services.
- Translate client objectives into aligned success plans tied to institutional priorities.
- Guide customers in interpreting data, insights, and benchmarks to inform strategic decisions.
- Drive adoption and utilisation across the QS portfolio to maximise full-value delivery.
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2. Onboarding, Adoption & Enablement
- Deliver effective onboarding and training to ensure strong early engagement.
- Enable customers through a mix of direct engagement and scalable, digital-first approaches.
- Promote consistent adoption of QS solutions within customer workflows.
3. Customer Engagement & Retention
- Build and maintain strong relationships with key stakeholders across customer accounts.
- Monitor customer health and proactively identify risks to engagement or retention.
- Support renewal outcomes through consistent value delivery and engagement.
- Contribute to a high-quality, seamless customer experience across all touchpoints.
4. Execution of Customer Success Frameworks & Playbooks
- Operate within QS’s global Customer Success model, applying standard frameworks, tools, and playbooks.
- Execute structured processes including onboarding, success planning, health scoring, and renewal support.
- Ensure consistent documentation, CRM usage, and visibility across all engagements.
- Provide feedback to improve playbooks and best practices.
5. Cross-Functional Collaboration
- Collaborate closely with Sales, Product, and other teams to ensure seamless customer delivery.
- Identify expansion opportunities through deeper customer engagement.
- Act as the voice of the customer to inform product, service, and experience improvements.
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6. Scalable & Insight-Led Customer Success
- Contribute to a scalable, segmented Customer Success model aligned to client needs.
- Leverage data and insights to guide proactive engagement and prioritisation.
- Support consistent experiences across a diverse customer base.
Key Tasks
- Onboard and train customers to drive adoption.
- Develop and maintain customer success plans.
- Monitor customer health and engagement signals.
- Deliver insight-led recommendations to customers.
- Lead renewal readiness through ongoing value demonstration.
- Maintain accurate CRM records and account activity tracking.
- Contribute to customer success content, resources, and best practices.
Success Measures
- Customer adoption and engagement levels.
- Retention and renewal rates.
- Customer satisfaction and experience (e.g., CSAT/NPS).
- Evidence of measurable customer outcomes and value realisation.
- Contribution to scalable Customer Success delivery.
- Consistent adherence to systems, processes, and playbooks.
Skills & Experience
Essential
- Strong experience in Customer Success or client-facing roles.
- Exceptional communication and relationship-building skills.
- Analytical mindset with ability to interpret and communicate insights.
- Ability to effectively manage and prioritise a book of customers and multiple product lines.
- Experience with structured processes or delivery frameworks.
- Familiarity with CRM systems and customer success tools.
Desirable
- Experience in SaaS, data, or insights-led environments.
- Familiarity with higher education or public sector organisations.
- Experience creating training or enablement content.
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