Investor in Students
Customer Success Manager
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Investor in Students (IIS) provides a complete 360º view of the student experience within student accommodation. We use the power of data and shared knowledge to provide our members with insights that enable them to make tangible improvements to the experience of their students.
Since launching in 2021, Investor in Students has grown rapidly across the UK and Australia, now supporting a diverse membership of 49 universities, private student accommodation providers and residential colleges.
Our members rely on us not only to measure performance, but to help them understand what the data means and how to turn insight into meaningful action.
As we continue to grow, we are looking for a Customer Success Manager to manage a portfolio of members, build long term strategic relationships and help organisations maximise the value they receive from Investor in Students.
This is a highly consultative role that combines relationship management, insight delivery and programme leadership. You will become a trusted adviser to your members, helping them navigate challenges, uncover opportunities and improve outcomes for their students and teams.
What We're Looking For
- Exceptional relationship management skills and the ability to build trust with stakeholders at all levels.
- Strong communication and presentation skills. You are confident, articulate and comfortable facilitating conversations with both operational teams and senior leaders.
- Naturally curious and motivated by understanding the challenges facing organisations and finding solutions that create value.
- Strong analytical thinking and the ability to translate complex data into clear, actionable recommendations.
- Excellent organisation and time management skills, with the ability to manage multiple priorities and projects simultaneously.
- A proactive approach to identifying opportunities and connecting members with the right products, services and expertise.
- Comfortable working independently in a fast moving and evolving environment.
- A collaborative team player who enjoys sharing ideas and contributing to the continued development of Investor in Students.
- Proficiency in Microsoft Office, Google Workspace, Canva and other common workplace tools.
- Most importantly, someone who takes ownership, enjoys building meaningful client relationships and gets energy from delivering results.
What You'll Be Doing
- Member Success & Relationship Management
- Managing a portfolio of Investor in Students members across both the UK and Australia.
- Building strong, trusted relationships with key stakeholders across member organisations.
- Acting as the primary point of contact for members throughout their Investor in Students journey.
- Ensuring members achieve maximum value from their accreditation, insight and engagement activities.
- Supporting successful accreditation delivery and maintaining high levels of member satisfaction and engagement.
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Insight & Strategic Consultancy
- Leading member insight presentations and strategic review meetings.
- Working closely with IIS data and research colleagues to understand member results and emerging trends.
- Developing bespoke analysis and tailored lines of enquiry that address each member's unique challenges and objectives.
- Translating data, research and feedback into actionable recommendations that improve student experience and employee engagement.
- Helping members understand sector trends, benchmark performance and identify opportunities for improvement.
- Acting as a strategic adviser, helping members make informed decisions using evidence and insight.
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Member Development & Opportunity Identification
- Developing a strong understanding of member priorities, organisational structures and future objectives.
- Identifying opportunities where additional IIS products, services or research may create value.
- Working closely with the IIS commercial team to share member intelligence and facilitate conversations around additional products, services and research opportunities.
- Acting as the voice of the member and ensuring opportunities and challenges are communicated internally.
- Acting as an ambassador for Investor in Students across the sector.
- Providing feedback and recommendations to the IIS leadership team on member needs, market developments and future product enhancements.
- Contributing ideas that improve programme delivery, member experience and commercial performance.
Success in This Role Looks Like
- Building trusted, long-term relationships with members across your portfolio.
- Delivering an exceptional member experience that drives engagement, advocacy and retention.
- Supporting members to successfully complete and maximise the value of their accreditation journey.
- Delivering high quality, tailored insight that helps members answer the questions most important to their organisation.
- Helping members identify clear actions that improve student experience, employee engagement and organisational performance.
- Demonstrating a strong understanding of sector challenges, trends and opportunities.
- Maintaining a strong understanding of member priorities and proactively identifying opportunities to increase value and impact.
- Effectively managing a portfolio of UK and Australian members.
- Building productive relationships across multiple stakeholder groups and time zones.
- Demonstrating strong organisation, responsiveness and ownership across all member accounts.
- Balancing competing priorities while maintaining a consistently high standard of service.
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Experience & Skills
- Proven experience managing and developing client or customer relationships.
- Experience delivering customer success, account management, consultancy or client service activities.
- Demonstrated ability to communicate, present and influence effectively with stakeholders at all levels, including senior leadership teams.
- Experience using data, research or insight to support decision making and strategic conversations.
- Proven ability to manage multiple projects while maintaining excellent attention to detail.
- Excellent verbal, written and presentation skills.
- Strong critical thinking and problem-solving abilities.
- Self-motivated, proactive and comfortable working autonomously.
- Natural relationship builder with integrity, reliability and professional maturity.
- Experience within higher education, student accommodation, research, customer experience or employee engagement environments would be advantageous but is not essential.
Working Arrangements
We operate a genuinely flexible working environment focused on outcomes rather than hours.
As Investor in Students continues to grow internationally, Customer Success Managers will manage a blend of UK and Australian member accounts. This requires flexibility to accommodate occasional early morning or evening meetings across different time zones.
In return, we offer flexibility in how and when you work, enabling you to structure your schedule around member needs and personal commitments.
What We Can Offer
- A genuine four day working week.
- Company performance-based bonus.
- 25 days holiday plus bank holidays.
- Flexible UK remote working.
- Laptop, phone and all equipment required to do a great job.
- The opportunity to play a key role in the continued growth of one of the sector's most innovative student experience programmes.
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