Regional Head, Customer Success

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    "description": "<p><span style=\"font-weight: bold\">Role: Regional Head, Customer Success</span></p>\n<p><span style=\"font-weight: bold\">Location: UK or Europe</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>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.<br></p>\n<p><br></p>\n<p>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.</p>\n<p><br>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.</p>\n<p><br><span style=\"font-weight: bold\">Role Responsibilities</span></p>\n<p><br><span style=\"font-weight: bold\">1. Lead Customer Success and Account Management Across the Region</span></p>\n<p><br></p>\n<p>• Lead the regional Customer Success and Account Management organisation, ensuring <br>consistent delivery of QS’s global CX strategy and operating model across the full <br>product portfolio.<br>• Oversee the management of all client relationships in the region, ensuring strong <br>account ownership, proactive engagement, and clear accountability for client outcomes.<br>• Lead and develop high-performing teams responsible for client engagement, account <br>management, and product success.<br>• Act as the regional escalation point for complex client relationships, strategic <br>partnerships, and high-impact client issues.<br>• Ensure regional teams maintain a holistic view of client relationships across multiple QS <br>products and services.</p>\n<p><br><span style=\"font-weight: bold\">2. Drive Client Segmentation and Engagement Models</span></p>\n<p><br>• Implement the global client segmentation framework within the region, ensuring <br>engagement models align with client value, complexity, and strategic importance.<br>• Ensure the right level of coverage and engagement across different client tiers — from <br>scalable, tech-enabled support to high-touch strategic partnerships.<br>• Oversee account planning and engagement strategies for key and strategic clients.<br>• Continuously refine regional approaches to segmentation and engagement based on <br>client needs, product adoption, and market dynamics.</p>\n<p><br><span style=\"font-weight: bold\">3. Drive Client Value and Portfolio Adoption</span></p>\n<p><br>• Ensure Customer Success teams support clients in maximising value across the entire QS <br>product portfolio, not just individual solutions.<br>• Promote insight-led client engagement that leverages QS data, intelligence, and market <br>expertise to help clients achieve their institutional objectives.<br>• Encourage cross-product collaboration and coordination to ensure clients experience a <br>cohesive and integrated QS partnership.<br>• Work closely with Commercial Leaders in the region to lead executive engagement with <br>key regional clients to strengthen strategic relationships and long-term value.</p>\n<p><br><span style=\"font-weight: bold\">4. Partner with Commercial Teams to Drive Revenue Growth</span></p>\n<p><br>• Lead structured renewal planning and account strategy discussions for key clients.<br>• Collaborate closely with regional Sales and Commercial teams to drive revenue <br>retention, renewals, and expansion opportunities.<br>• Ensure Customer Success and Account Management teams proactively identify <br>opportunities for upsell, cross-sell, and portfolio expansion across QS products.<br>• Ensure CX is positioned as a strategic driver of revenue growth and client lifetime value, <br>not just service delivery.</p>\n<p><br><span style=\"font-weight: bold\">5. Deliver Operational Excellence and Scalable CX</span></p>\n<p><br>• Ensure consistent adoption of the global Customer Success operating model, delivery <br>frameworks, and playbooks across the region.<br>• Drive operational discipline through consistent use of CRM systems, client health <br>scoring, and engagement reporting.<br>• Identify regional operational improvements and collaborate with global leadership to <br>evolve the CX model.<br>• Balance high-touch engagement for strategic accounts with scalable delivery models for <br>the broader client base.</p>\n<p><br><span style=\"font-weight: bold\">6. Champion Technology, Insights, and AI Enablement</span></p>\n<p><br>• Promote adoption of CX technology, CRM tools, automation, and AI-driven insights <br>within regional teams.<br>• Ensure teams leverage QS data and intelligence to guide client engagement, identify <br>risks, and uncover growth opportunities.<br>• Support the implementation of new CX tools, systems, and enablement programs <br>introduced globally.<br>• Encourage proactive, insight-led engagement with clients.</p>\n<p><br><span style=\"font-weight: bold\">Key Outcomes / Measures of Success</span></p>\n<p><br><span style=\"font-weight: bold\">Client Experience &amp; Outcomes</span></p>\n<p><br>• Improved regional CSAT, NPS, and client advocacy<br>• Consistent and high-quality client experiences across the QS portfolio<br>• Strong strategic partnerships with key institutions</p>\n<p><br><span style=\"font-weight: bold\">Retention &amp; Revenue Growth</span></p>\n<p><br>• High client retention and renewal rates<br>• Growth in regional revenue through upsell and cross-sell opportunities<br>• Increased client lifetime value and portfolio adoption<br>• Strong pipeline of expansion opportunities originating from CX engagement</p>\n<p><br><span style=\"font-weight: bold\">Client Segmentation &amp; Engagement</span></p>\n<p><br>• Successful implementation of tiered client engagement models<br>• Appropriate coverage and engagement across client segments<br>• Clear account ownership and effective account planning</p>\n<p><br><span style=\"font-weight: bold\">Operational Excellence</span></p>\n<p><br>• Consistent adoption of CX frameworks, processes, and systems<br>• Improved client health monitoring and proactive engagement<br>• Efficient and scalable service delivery across the regional client base</p>\n<p><br><span style=\"font-weight: bold\">Technology &amp; Insight Adoption</span></p>\n<p><br>• Effective use of CRM, automation, and AI tools within CX workflows<br>• Increased use of QS insights and data within client engagement<br>• Successful adoption of global CX technology initiatives</p>\n<p><br><span style=\"font-weight: bold\">Skills and Experience</span></p>\n<p><br>• Extensive experience in Customer Success, Client Services, or Account Management in <br>global B2B organisations.<br>• Experience managing client relationships across multi-product portfolios, ideally within <br>data, SaaS, information services, or higher education sectors.<br>• Proven track record leading client-facing teams and managing regional customer <br>portfolios.<br>• Experience implementing scalable engagement models, segmentation frameworks, and <br>account management practices.<br>• Experience partnering with Sales and commercial teams to drive revenue outcomes.</p>\n<p><br><span style=\"font-weight: bold\">Skills</span></p>\n<p><br>• Ability to drive accountability for both client outcomes and commercial growth.<br>• Strong understanding of revenue retention, expansion strategies, and account growth <br>models.<br>• Exceptional relationship management skills with experience engaging senior client <br>stakeholders.<br>• Ability to position the organisation as a strategic partner rather than a vendor.<br>• Strong capability in using CRM systems, data insights, and technology to support <br>proactive client engagement</p>",
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