At a Glance
- Tasks: Drive customer success and engagement for university partners and organisations.
- Company: QS, a leading organisation in higher education with a supportive culture.
- Benefits: Flexible working, career growth, and recognition as a top workplace.
- Other info: Join a diverse team committed to collaboration and continuous improvement.
- Why this job: Make a real impact in higher education while empowering others to succeed.
- Qualifications: Experience in customer success and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
Location: Europe - London, UK or Bucharest, Romania
Job type: Full time, permanent – hybrid
Why QS? At QS, we believe that work should empower you. That’s why 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. We’re confident you’ll feel right at home here. 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. And as 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.
The Role: As a Customer Success Manager at QS, you will be responsible for delivering consistent, value-driven customer experiences across a portfolio of university partners, government and commercial organisations, supporting them to achieve measurable outcomes from across the QS ecosystem of products and services. Reporting to the Regional Head of Customer Success, you will play a key role in executing QS’s global Customer Success strategy at a regional level. You will focus on driving adoption, engagement, and value realisation through structured Customer Success frameworks, scalable delivery models, and insight-led engagement. This is a Customer Success–led role, centred on enabling customer outcomes and long-term success, while contributing to retention and sustainable growth through demonstrated value.
Role Responsibilities:
- Customer Success Delivery & Value Realisation
- 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 utilisation across the QS portfolio, ensuring customers realise full value
- Onboarding, Adoption & Enablement
- 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
- Customer Engagement & Retention
- 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
- Execution of Customer Success Frameworks & Playbooks
- 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
- Cross-Functional Collaboration
- 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
- Scalable & Insight-Led Customer Success
- 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
Key Tasks:
- 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
Success Measures:
- Customer adoption and engagement levels
- Retention and renewal rates
- Customer satisfaction and experience quality (e.g. CSAT/NPS)
- Evidence of customer outcomes and value realisation
- Contribution to scalable Customer Success delivery
- Consistent use of systems, processes, and playbooks
Skills & Experience:
- Essential
- 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
- Desirable
- Experience in SaaS, data, or insights-led environments
- Familiarity with higher education or public sector organisations
- Experience creating training or enablement content
Customer Success Manager (*Internal applications only*) in London employer: QS Quacquarelli Symonds
At QS, we pride ourselves on being an exceptional employer, offering a flexible working environment that empowers our employees to take charge of their careers while fostering personal and professional growth. Our commitment to collaboration, respect, and support creates a vibrant work culture where diversity is celebrated, and every team member can thrive. With recognition as one of Newsweek’s Top 100 Most Loved Workplaces® and a gold accreditation from Investors in People, QS stands out as a place where you can make a meaningful impact in the higher education sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (*Internal applications only*) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at QS Quacquarelli Symonds. 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 QS Quacquarelli Symonds 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 (*Internal applications only*) in London
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 QS Quacquarelli Symonds:Your cover letter is your chance to shine! Tell us why you want to work at QS Quacquarelli Symonds 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 QS Quacquarelli Symonds!
How to prepare for a job interview at QS Quacquarelli Symonds
✨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.
