At a Glance
- Tasks: Lead Customer Success and Account Management to enhance client relationships and drive growth.
- Company: Join QS, a top-rated workplace dedicated to empowering individuals through education.
- Benefits: Enjoy a flexible hybrid work environment with opportunities for personal and professional growth.
- Other info: Be part of a diverse team that values collaboration and respect.
- Why this job: Make a real impact in the higher education sector while leading innovative teams.
- Qualifications: Experience in Customer Success or Account Management in global B2B settings is essential.
The predicted salary is between 70000 - 90000 £ per year.
Location: UK or Europe
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.
The Role: The Regional Head of Customer Success is responsible for leading the delivery of QS’s Customer Success and Account Management strategy across their region, ensuring clients experience seamless, value-driven partnerships across the full QS portfolio of products and services. Reporting to the Global Director of Customer Success, this role translates global CX strategy into high-performing regional operations. The Regional Head will lead regional Customer Success and Account Management teams responsible for managing client relationships, delivering measurable outcomes, and identifying opportunities for growth across the QS ecosystem. The role plays a critical part in ensuring clients receive a consistent, insight-led experience across all QS products, while also driving client retention, expansion, and long-term strategic partnerships. The Regional Head will oversee regional client segmentation, engagement models, and account management practices to ensure the right level of support and partnership is provided to each client segment.
Role Responsibilities:
- Lead Customer Success and Account Management Across the Region
- Lead the regional Customer Success and Account Management organisation, ensuring consistent delivery of QS’s global CX strategy and operating model across the full product portfolio.
- Oversee the management of all client relationships in the region, ensuring strong account ownership, proactive engagement, and clear accountability for client outcomes.
- Lead and develop high-performing teams responsible for client engagement, account management, and product success.
- Act as the regional escalation point for complex client relationships, strategic partnerships, and high-impact client issues.
- Ensure regional teams maintain a holistic view of client relationships across multiple QS products and services.
- Drive Client Segmentation and Engagement Models
- Implement the global client segmentation framework within the region, ensuring engagement models align with client value, complexity, and strategic importance.
- Ensure the right level of coverage and engagement across different client tiers — from scalable, tech-enabled support to high-touch strategic partnerships.
- Oversee account planning and engagement strategies for key and strategic clients.
- Continuously refine regional approaches to segmentation and engagement based on client needs, product adoption, and market dynamics.
- Drive Client Value and Portfolio Adoption
- Ensure Customer Success teams support clients in maximising value across the entire QS product portfolio, not just individual solutions.
- Promote insight-led client engagement that leverages QS data, intelligence, and market expertise to help clients achieve their institutional objectives.
- Encourage cross-product collaboration and coordination to ensure clients experience a cohesive and integrated QS partnership.
- Work closely with Commercial Leaders in the region to lead executive engagement with key regional clients to strengthen strategic relationships and long-term value.
- Partner with Commercial Teams to Drive Revenue Growth
- Lead structured renewal planning and account strategy discussions for key clients.
- Collaborate closely with regional Sales and Commercial teams to drive revenue retention, renewals, and expansion opportunities.
- Ensure Customer Success and Account Management teams proactively identify opportunities for upsell, cross-sell, and portfolio expansion across QS products.
- Ensure CX is positioned as a strategic driver of revenue growth and client lifetime value, not just service delivery.
- Deliver Operational Excellence and Scalable CX
- Ensure consistent adoption of the global Customer Success operating model, delivery frameworks, and playbooks across the region.
- Drive operational discipline through consistent use of CRM systems, client health scoring, and engagement reporting.
- Identify regional operational improvements and collaborate with global leadership to evolve the CX model.
- Balance high-touch engagement for strategic accounts with scalable delivery models for the broader client base.
- Champion Technology, Insights, and AI Enablement
- Promote adoption of CX technology, CRM tools, automation, and AI-driven insights within regional teams.
- Ensure teams leverage QS data and intelligence to guide client engagement, identify risks, and uncover growth opportunities.
- Support the implementation of new CX tools, systems, and enablement programs introduced globally.
- Encourage proactive, insight-led engagement with clients.
Key Outcomes / Measures of Success:
- Client Experience & Outcomes
- Improved regional CSAT, NPS, and client advocacy
- Consistent and high-quality client experiences across the QS portfolio
- Strong strategic partnerships with key institutions
- Retention & Revenue Growth
- High client retention and renewal rates
- Growth in regional revenue through upsell and cross-sell opportunities
- Increased client lifetime value and portfolio adoption
- Strong pipeline of expansion opportunities originating from CX engagement
- Client Segmentation & Engagement
- Successful implementation of tiered client engagement models
- Appropriate coverage and engagement across client segments
- Clear account ownership and effective account planning
- Operational Excellence
- Consistent adoption of CX frameworks, processes, and systems
- Improved client health monitoring and proactive engagement
- Efficient and scalable service delivery across the regional client base
- Technology & Insight Adoption
- Effective use of CRM, automation, and AI tools within CX workflows
- Increased use of QS insights and data within client engagement
- Successful adoption of global CX technology initiatives
Skills and Experience:
- Extensive experience in Customer Success, Client Services, or Account Management in global B2B organisations.
- Experience managing client relationships across multi-product portfolios, ideally within data, SaaS, information services, or higher education sectors.
- Proven track record leading client-facing teams and managing regional customer portfolios.
- Experience implementing scalable engagement models, segmentation frameworks, and account management practices.
- Experience partnering with Sales and commercial teams to drive revenue outcomes.
Skills:
- Ability to drive accountability for both client outcomes and commercial growth.
- Strong understanding of revenue retention, expansion strategies, and account growth models.
- Exceptional relationship management skills with experience engaging senior client stakeholders.
- Ability to position the organisation as a strategic partner rather than a vendor.
- Strong capability in using CRM systems, data insights, and technology to support proactive client engagement.
Regional Head, Customer Success in London employer: QS Quacquarelli Symonds
At QS, we pride ourselves on being an exceptional employer that champions a flexible and empowering work environment, allowing our employees to thrive both personally and professionally. Our commitment to diversity and collaboration fosters a culture of respect and support, while our recognition as one of Newsweek’s Top 100 Most Loved Workplaces® highlights our dedication to employee satisfaction. With ample opportunities for growth and development, particularly in the dynamic field of higher education, joining QS means becoming part of a mission-driven team that is making a real impact across the globe.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Head, Customer Success in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. The more you engage, the better your chances of landing that dream job.
✨Tip Number 2
Don’t just apply and wait! Follow up on your applications. A quick email to express your enthusiasm can make a huge difference. It shows you're proactive and genuinely interested in the role.
✨Tip Number 3
Prepare for interviews by researching the company and its culture. Understand their values and how you can contribute to their mission. Tailor your responses to show you’re a perfect fit for their team.
✨Tip Number 4
Use our website to apply! We’ve got all the resources you need to showcase your skills effectively. Plus, it’s a great way to ensure your application gets noticed by the right people.
We think you need these skills to ace Regional Head, Customer Success in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Regional Head, Customer Success role. Highlight your experience in customer success and account management, and show how your skills align with QS's mission to empower people through education.
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to illustrate how you’ve driven client retention and revenue growth.
Be Authentic:Let your personality shine through in your application. We value diversity and want to see how your unique experiences can contribute to our collaborative culture at QS. Be genuine about your passion for customer success!
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures it reaches the right team and gives you a chance to explore more about our company culture and values while you're at it!
How to prepare for a job interview at QS Quacquarelli Symonds
✨Know Your Stuff
Before the interview, dive deep into QS's mission and values. Understand how they empower individuals through education and how your role as Regional Head of Customer Success aligns with that. Be ready to discuss how you can contribute to their goals and enhance client relationships.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led teams or managed client relationships. Highlight your ability to drive accountability and foster collaboration, as these are key aspects of the role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Engagement Models Matter
Familiarise yourself with different client engagement models and be prepared to discuss how you would implement them at QS. Think about how you can tailor strategies for various client segments and ensure they receive the right level of support. This shows you're proactive and strategic.
✨Data-Driven Insights
Since the role involves leveraging data and insights, come prepared with examples of how you've used data to drive client success in previous roles. Discuss any experience with CRM systems and how you've utilised technology to enhance client engagement and identify growth opportunities.
