At a Glance
- Tasks: Manage member relationships and deliver insights to enhance student experiences.
- Company: Join a rapidly growing company transforming student accommodation across the UK and Australia.
- Benefits: Enjoy a four-day work week, performance bonuses, and 25 days holiday.
- Other info: Flexible working environment with opportunities for personal and professional growth.
- Why this job: Be a trusted adviser and make a real impact on student success.
- Qualifications: Strong relationship management and communication skills; experience in customer success is a plus.
The predicted salary is between 35000 - 45000 £ per year.
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.
- 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.
- 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.
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.
Customer Success Manager in Edinburgh employer: Investor in Students
Investor in Students is an exceptional employer that prioritises employee well-being and professional growth, offering a genuine four-day working week and flexible remote working arrangements. With a strong focus on building meaningful relationships and delivering impactful insights, employees are empowered to take ownership of their roles while contributing to the innovative student experience programme. The collaborative work culture fosters continuous development, making it an ideal environment for those passionate about enhancing the student journey across the UK and Australia.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Investor in Students. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Investor in Students before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Investor in Students:Your cover letter is your chance to shine! Tell us why you want to work at Investor in Students specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Investor in Students!
How to prepare for a job interview at Investor in Students
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
