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About the Role

As a Customer Success Manager at QS, you will deliver consistent, value-driven customer experiences to a portfolio of university partners, government, and commercial organizations. You will support them in achieving measurable outcomes from QS products and services, driving adoption, engagement, and value realization through structured frameworks and insight-led engagement.

Responsibilities

• Support customers in achieving clear, measurable outcomes from QS products and services.
• Translate client objectives into structured success plans aligned to institutional priorities.
• Guide customers in interpreting data, insights, and benchmarks to inform decision-making.
• Drive adoption and utilization across the QS portfolio, ensuring customers realize full value.
• 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.
• 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, consistent customer experience across all touchpoints.
• 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 customer interactions.
• Contribute feedback to improve playbooks and evolve Customer Success best practices.
• Work closely with Sales, Product, and other teams to ensure coordinated and seamless customer delivery.
• Support identification of expansion opportunities through customer engagement.
• Act as the voice of the customer to inform product, service, and experience improvements.
• Contribute to a scalable, segmented Customer Success model aligned to client needs and value.
• Leverage data, insights, and customer intelligence to guide proactive engagement and prioritisation.
• Support the delivery of consistent experiences across a diverse customer base.
• 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.

Requirements

• Strong experience in Customer Success or client-facing roles.
• Strong communication and relationship-building skills.
• Analytical mindset with the ability to interpret and communicate insights.
• Ability effectively manage and prioritise a book of customers and multiple product lines.
• Experience working within structured processes or delivery frameworks.
• Experience with CRM systems and customer success tools.
• Experience in SaaS, data, or insights-led environments (Desirable).
• Familiarity with higher education or public sector organisations (Desirable).
• Experience creating training or enablement content (Desirable).

Skills

• Customer Success
• Client-facing
• Communication
• Relationship-building
• Analytical thinking
• Data interpretation
• Prioritization
• Process management
• CRM systems
• Customer success tools
• SaaS
• Data analysis
• Insights-led environments
• Higher education
• Public sector organizations
• Training content creation
• Enablement content creation

Location

• Europe - London, UK
• Bucharest, Romania

Work Type

• Full time
• Permanent
• Hybrid

About the Company

• At QS, we believe that work should empower you.
• We foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally.
• Our company values underpin everything we do – we collaborate, respect and support each other.
• It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.
• Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.
• At QS, you’ll be responsible for implementing real change in the international higher education landscape.
• You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.
• QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day.
• QS is a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it’s official: QS is a place where everyone can thrive.