Remote Customer Success Manager (EMEA)
4 days ago
Stockton-on-Tees
The Role PebblePad and myday help universities create meaningful digital learning experiences and connected campuses. PebblePad enables institutions to support authentic assessment, professional development, and reflective learning through portfolio-based pedagogy. myday provides the digital campus platform that connects students with the services, systems, and communities that shape their university experience. Together, we partner with universities globally to improve student success, engagement, and employability. We are looking for a commercially focused Customer Success Manager who can strengthen institutional partnerships, drive adoption, and unlock expansion opportunities. This is a commercially focused Customer Success role, with responsibility for both customer outcomes and revenue growth. This role will drive retention, expansion, and strategic growth across a portfolio of education customers in the EMEA region. You will act as the primary strategic partner for institutions, ensuring they realise value from PebblePad and myday while identifying opportunities to expand usage across faculties, departments, and institutional initiatives. Success in this role is measured through renewals, account growth, product adoption, and long-term customer advocacy. About You We are looking for someone who combines commercial thinking with strong relationship skills and an understanding of education. You will be comfortable engaging senior university stakeholders while identifying opportunities to grow partnerships. You will be proactive, commercially curious and confident in taking ownership of your accounts. You will enjoy understanding a customer's wider goals and finding ways to connect those goals to the value our products can provide. Must-Have Experience • 3+ years' experience in Customer Success, Account Management, Strategic Account Management, Commercial Partnerships or a similar customer-facing commercial role., • Proven experience managing and growing a portfolio of SaaS accounts., • Demonstrable experience contributing to or owning renewals, retention and/or expansion revenue., • Experience managing complex accounts with multiple stakeholders and decision-makers., • Strong stakeholder management skills, with experience engaging senior-level contacts., • Proven ability to identify customer needs, risks and commercial opportunities., • Excellent communication, presentation and relationship-building skills., • A strong commercial mindset and understanding of revenue and retention drivers., • A proactive, organised and accountable approach to managing a portfolio of customers., • Comfortable using data, customer insight and performance metrics to inform priorities and decisions., • Ability to navigate complex organisations. Nice-to-Have Experience • Experience working with universities, colleges or the wider education sector., • Experience managing accounts across multiple products or solutions., • Experience developing customer advocates, case studies, references or conference speakers., • Understanding of higher education priorities such as student experience, employability, digital transformation, curriculum development or professional identity., • Experience working with customers across multiple countries. Key Responsibilities • Account Ownership & Commercial Growth, • Own a portfolio of university accounts across EMEA, • Drive renewals and expansion revenue across PebblePad and myday, • Develop strong account plans for each customer, identifying opportunities, risks and strategic priorities., • Identify and develop opportunities for:, • Faculty-level expansion, • Additional programmes or departments, • Cross-product adoption (PebblePad ↔ myday), • Institutional strategic initiatives, • Proactively identify opportunities to increase the value customers receive from our products., • Partner closely with Sales to convert key expansion opportunities into revenue, • Maintain a clear understanding of the commercial position, renewal status, risks and growth potential of each account. Strategic Customer Partnership Act as a strategic partner and trusted advisor, helping customers identify opportunities to maximise the value of their investment. • Build trusted relationships with senior stakeholders including:, • CIOs, • Directors of Digital Education, • Learning & Teaching leaders, • Student Experience leadership, • Support institutions in aligning PebblePad and myday with strategic priorities such as:, • Employability and professional identity, • Competency-based education, • Digital student experience, • Curriculum redesign Adoption & Value Realisation • Work with customers to develop adoption strategies and increase engagement across their institution., • Ensure customers achieve measurable value from PebblePad and myday, • Monitor product adoption and engagement, • Identify risks early and implement success plans, • Lead business reviews demonstrating impact and outcomes Customer Advocacy • Build strong relationships that encourage customers to actively advocate for PebblePad and myday. Identify opportunities for:, • Case studies, • Conference presentations, • Peer-to-peer references, • Support the broader PebblePad community through engagement and knowledge sharing Cross-Functional Collaboration • Work closely and collaborate with the following internal teams to ensure customers receive a consistent and high-quality experience., • Sales, • Product, • Professional Services, • Demand Generation, • Share customer insight across the business and provide feedback on product development and market trends, • Support institutional pilots and strategic initiatives Key Metrics for Success • Net Revenue Retention, • Gross Revenue Retention (GRR), • Non-Recurring Revenue (Professional Services), • Expansion revenue, • Product adoption and engagement, • Customer satisfaction and advocacy Skills & Approach We're looking for someone who is: • Commercially curious – naturally looks for ways to create additional value for customers and grow accounts., • Customer-focused – genuinely motivated by helping customers achieve their goals, rather than simply managing the relationship., • Proactive – anticipates customer needs and risks rather than waiting for issues to arise., • Strategic – understands the wider institutional context and connects our products to customer priorities., • Confident and credible – comfortable engaging senior stakeholders and challenging customers constructively when appropriate., • Collaborative – works effectively across Sales, Product, Professional Services and Demand Generation., • Organised and accountable – able to manage competing priorities across a portfolio of complex accounts., • Curious and adaptable – willing to learn, ask questions and develop a strong understanding of our products, customers and market., • Relationship-driven – builds trusted, long-term partnerships and understands the importance of customer advocacy. Why Join PebblePad • Work with leading universities globally, • Be part of a mission-driven company improving learning and student experience, • Help shape the future of digital education and campus engagement, • Join a collaborative and passionate team working at the forefront of EdTech innovation, • Work in a role where you can have a direct impact on customer outcomes and business growth. What Success Looks Like in Year One • Strong relationships established with key accounts, • Account plans for every single account including opportunities for expansion and mitigation plans for risks, • >95% renewal of existing ARR, • Expansion of PebblePad or myday into additional faculties or programmes >110% Net Retention Revenue, • Increased institutional adoption and engagement, • Development of customer advocates and case studies Additional Information The role is full time and remote. Some travel will be required to customers, conferences, and company events. As an international organisation operating across multiple time zones, occasional work outside standard business hours will be required to support our global customers and teams. We believe in inclusion and diversity and are proud to be an equal opportunities employer.
