Customer Success Manager (EMEA)

The Role

PebblePad and myday help universities create meaningful digital learning experiences and connected campuses.

PebblePad enables institutions to support authentic assessment, professional development, and reflective learning through portfolio-based pedagogy.

myday provides the digital campus platform that connects students with the services, systems, and communities that shape their university experience.

Together, we partner with universities globally to improve student success, engagement, and employability.

We are looking for a commercially focused Customer Success Manager who can strengthen institutional partnerships, drive adoption, and unlock expansion opportunities.

This is a commercially focused Customer Success role, with responsibility for both customer outcomes and revenue growth. This role will drive retention, expansion, and strategic growth across a portfolio of education customers in the EMEA region.

You will act as the primary strategic partner for institutions, ensuring they realise value from PebblePad and myday while identifying opportunities to expand usage across faculties, departments, and institutional initiatives.

Success in this role is measured through renewals, account growth, product adoption, and long-term customer advocacy.

About You

We are looking for someone who combines commercial thinking with strong relationship skills and an understanding of education.

You will be comfortable engaging senior university stakeholders while identifying opportunities to grow partnerships.

You will be proactive, commercially curious and confident in taking ownership of your accounts. You will enjoy understanding a customer's wider goals and finding ways to connect those goals to the value our products can provide.

Must-Have Experience

• 3+ years' experience in Customer Success, Account Management, Strategic Account Management, Commercial Partnerships or a similar customer-facing commercial role.
• Proven experience managing and growing a portfolio of SaaS accounts.
• Demonstrable experience contributing to or owning renewals, retention and/or expansion revenue.
• Experience managing complex accounts with multiple stakeholders and decision-makers.
• Strong stakeholder management skills, with experience engaging senior-level contacts.
• Proven ability to identify customer needs, risks and commercial opportunities.
• Excellent communication, presentation and relationship-building skills.
• A strong commercial mindset and understanding of revenue and retention drivers.
• A proactive, organised and accountable approach to managing a portfolio of customers.
• Comfortable using data, customer insight and performance metrics to inform priorities and decisions.
• Ability to navigate complex organisations.

Nice-to-Have Experience

• Experience working with universities, colleges or the wider education sector.
• Experience managing accounts across multiple products or solutions.
• Experience developing customer advocates, case studies, references or conference speakers.
• Understanding of higher education priorities such as student experience, employability, digital transformation, curriculum development or professional identity.
• Experience working with customers across multiple countries.

Key Responsibilities

• Account Ownership & Commercial Growth

• • Own a portfolio of university accounts across EMEA
  • Drive renewals and expansion revenue across PebblePad and myday
  • Develop strong account plans for each customer, identifying opportunities, risks and strategic priorities.
• Identify and deve