Higher Ed Partners
Director of Student and Customer Success
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Director of Student & Customer Success
Location: Hybrid St Albans
Employment Type: Full-time
Salary: £95,000 - £105,000 DOE
Lead. Transform. Deliver Impact.
Are you a senior leader who knows how to turn partner relationships, operational excellence and data-driven insight into measurable results? HEP is looking for an ambitious Director of Student & Customer Success to lead the success of our university partnerships and play a pivotal role in shaping how we deliver exceptional outcomes for both our partners and students.
This is a high-impact leadership opportunity, with responsibility for partner mobilisation, operational performance, student retention, progression, re-engagement and commercial outcomes.
What you’ll be responsible for
- Lead the successful mobilisation and launch of new university partners and programmes
- Own operational partner relationships, driving service excellence and continuous improvement
- Lead retention, progression and re-engagement strategies to deliver stronger student and commercial outcomes
- Oversee Partner Support, ensuring clear service standards, effective escalation and issue resolution
- Build scalable operating models that improve efficiency, consistency and cost-to-serve
- Use data and insight to identify risks, opportunities and drive measurable performance
- Work across Product, Technology, Marketing, Admissions, Academic, Operations and Retention
- Lead and develop senior teams, creating a culture of accountability, collaboration and continuous improvement
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What we’re looking for
- Significant senior leadership experience in customer success, partner management, student success, operations or service delivery
- Experience managing complex institutional or enterprise relationships
- Proven experience leading partner onboarding, mobilisation or major cross-functional implementations
- A strong track record of improving retention, engagement or customer/student outcomes
- Excellent commercial, analytical and programme management capability
- Experience leading managers and influencing senior stakeholders
- Experience developing scalable operating models and driving continuous improvement
- Proven Salesforce experience
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Why HEP?
At HEP, we’re Driven, Inclusive and Collaborative. We’re focused on delivering meaningful outcomes, embracing different perspectives and working together to create shared success.
This is an opportunity to make a genuine impact on the future of our university partnerships and the students whose journeys they support.
Ready to lead, transform and deliver measurable impact?
We’d love to hear from you. Apply directly through the link to take the next step in your career with HEP.
HEP is a Disability Confident and equal opportunity employer. HEP evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
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