Customer Success Manager

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    "datePosted": "2026-05-26",
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    "description": "<p><span style=\"font-weight: bold\">Role: Customer Success Manager</span></p>\n<p><span style=\"font-weight: bold\">Location: APAC - Malaysia or Singapore or China</span></p>\n<p><span style=\"font-weight: bold\">Job type: Full time, permanent – hybrid<span><br><br></span></span></p>\n<p><span style=\"font-weight: bold\">Why QS?</span></p>\n<p><br></p>\n<p>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.</p>\n<p><br></p>\n<p>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.</p>\n<p><br></p>\n<p>Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.</p>\n<p><br></p>\n<p>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.</p>\n<p><br></p>\n<p>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.<br><br><span style=\"font-weight: bold\">The Role</span></p>\n<p><br></p>\n<p>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.<br></p>\n<p><br></p>\n<p>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.</p>\n<p><br>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.</p>\n<p><br><span style=\"font-weight: bold\">Role Responsibilities</span></p>\n<p><br></p>\n<ol>\n<li><span style=\"font-weight: bold\"> Customer Success Delivery &amp; Value Realisation</span><br></li>\n</ol>\n<p><br></p>\n<p>• Support customers in achieving clear, measurable outcomes from QS products <br>and services<br>• Translate client objectives into structured success plans aligned to institutional <br>priorities<br>• Guide customers in interpreting data, insights, and benchmarks to inform <br>decision-making<br>• Drive adoption and utilisation across the QS portfolio, ensuring customers <br>realise full value</p>\n<p><br><span style=\"font-weight: bold\">2. Onboarding, Adoption &amp; Enablement</span></p>\n<p><br>• Deliver effective onboarding and training to ensure strong early engagement<br>• Enable customers through a mix of direct engagement and scalable, digital-first <br>approaches<br>• Promote consistent adoption of QS solutions within customer workflows</p>\n<p><br><span style=\"font-weight: bold\">3. Customer Engagement &amp; Retention</span></p>\n<p><br>• Build and maintain strong relationships with key stakeholders across customer <br>accounts<br>• Monitor customer health and proactively identify risks to engagement or <br>retention<br>• Support renewal outcomes through consistent value delivery and engagement<br>• Contribute to a high-quality, consistent customer experience across all <br>touchpoints</p>\n<p><br><span style=\"font-weight: bold\">4. Execution of Customer Success Frameworks &amp; Playbooks</span></p>\n<p><br>• Operate within QS’s global Customer Success model, applying standard <br>frameworks, tools, and playbooks<br>• Execute structured processes including onboarding, success planning, health <br>scoring, and renewal support<br>• Ensure consistent documentation, CRM usage, and visibility across all customer <br>interactions<br>• Contribute feedback to improve playbooks and evolve Customer Success best <br>practices</p>\n<p><br><span style=\"font-weight: bold\">5. Cross-Functional Collaboration</span></p>\n<p><br>• Work closely with Sales, Product, and other teams to ensure coordinated and <br>seamless customer delivery<br>• Support identification of expansion opportunities through customer engagement<br>• Act as the voice of the customer to inform product, service, and experience <br>improvements</p>\n<p><br><span style=\"font-weight: bold\">6. Scalable &amp; Insight-Led Customer Success</span></p>\n<p><br>• Contribute to a scalable, segmented Customer Success model aligned to client <br>needs and value<br>• Leverage data, insights, and customer intelligence to guide proactive <br>engagement and prioritisation<br>• Support the delivery of consistent experiences across a diverse customer base</p>\n<p><br><span style=\"font-weight: bold\">Key Tasks</span></p>\n<p><br>• Onboard and train customers to drive adoption<br>• Develop and maintain customer success plans<br>• Monitor customer health and engagement signals<br>• Deliver insight-led recommendations to customers<br>• Lead renewal readiness through ongoing value demonstration<br>• Maintain accurate CRM records and account activity tracking<br>• Contribute to customer success content, resources, and best practices</p>\n<p><br><span style=\"font-weight: bold\">Success Measures</span></p>\n<p><br>• Customer adoption and engagement levels<br>• Retention and renewal rates<br>• Customer satisfaction and experience quality (e.g. CSAT/NPS)<br>• Evidence of customer outcomes and value realisation<br>• Contribution to scalable Customer Success delivery<br>• Consistent use of systems, processes, and playbooks</p>\n<p><br><span style=\"font-weight: bold\">Skills &amp; Experience</span></p>\n<p><br><span style=\"font-weight: bold\">Essential</span></p>\n<p><br>• Strong experience in Customer Success or client-facing roles<br>• Strong communication and relationship-building skills<br>• Analytical mindset with the ability to interpret and communicate insights<br>• Ability effectively manage and prioritise a book of customers and multiple <br>product lines<br>• Experience working within structured processes or delivery frameworks<br>• Experience with CRM systems and customer success tools</p>\n<p><br><span style=\"font-weight: bold\">Desirable</span></p>\n<p><br>• Experience in SaaS, data, or insights-led environments<br>• Familiarity with higher education or public sector organisations<br>• Experience creating training or enablement content</p>",
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