Customer Success Manager

Key Account & Customer Success Manager – University Partnerships

• Working pattern: Hybrid – three days in the office and two days working from home each week..

The Opportunity

We are looking for an experienced Key Account & Customer Success Manager to manage and grow a portfolio of university partnerships using our targetconnect platform.

You will guide customers from onboarding and implementation through to go-live, adoption and ongoing account development. Acting as a trusted partner to university Careers Services, Student Services and senior stakeholders, you will help each institution maximise student engagement, employer participation and the overall value of the platform.

This is a varied, relationship-led role combining customer success, account management, training, service delivery and commercial growth.

What You’ll Do

Manage and develop university partnerships

• Manage a portfolio of university accounts as their trusted day-to-day contact.
• Build strong relationships across Careers Services, Student Services and wider university teams.
• Understand each university’s objectives and help them get maximum value from the platform.
• Provide proactive, responsive support and maintain consistently high service standards.
• Strengthen customer satisfaction, retention and renewal confidence.

Key Criteria

Essential

• Experience managing a portfolio of customer accounts or strategic partnerships.
• Background in customer success, account management, onboarding or implementation.
• Experience supporting customers through onboarding, go-live and ongoing platform adoption.
• Strong stakeholder management skills, with the confidence to build trusted relationships at different levels.
• Experience delivering customer training, webinars, presentations or product demonstrations.
• Ability to identify opportunities for account growth, retention and improved customer engagement.
• Highly organised and able to manage multiple accounts, priorities and deadlines.
• Strong written and verbal communication skills.
• Comfortable working with technology, SaaS or platform-based products.
• Proactive, customer-focused approach with strong problem-solving skills.

Desirable

• Experience working with universities, Careers Services, Student Services or employability teams.
• Knowledge of the higher education or early-careers market.
• Experience supporting contract renewals or expanding existing customer accounts.
• Familiarity with customer satisfaction, NPS, adoption and engagement metrics.
• Experience within EdTech, recruitment technology or another purpose-led technology business.

How Success Will Be Measured

• Customer satisfaction and NPS.
• Successful onboarding and go-live delivery.
• Platform adoption and engagement.
• Quality of university stakeholder relationships.
• Customer retention and renewal confidence.
• Identification of account growth opportunities.
• Feedback from training, webinars and engagement activity.

About You

You will be a confident relationship builder who enjoys helping customers achieve meaningful outcomes. You will be organised, proactive and comfortable managing multiple university accounts and competing priorities.

You will bring:

• Experience managing customer relationships, accounts or strategic partnerships.
• Experience within customer success, onboarding, implementation or service delivery.
• Strong communication and stakeholder management skills.
• The confidence to deliver training, webinars and customer presentations.
• Excellent organisation and attention to detail.
• A customer-first approach with strong problem-solving skills.
• The ability to work collaboratively across different teams.
• Experience using technology, SaaS or platform-based products.