Customer Success Manager (EMEA)

The RolePebblePad 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 acommercially focused Customer Success Managerwho can strengthen institutional partnerships, drive adoption, and unlock expansion opportunitiesThis 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.

Key Responsibilities

Account Ownership & Commercial GrowthOwn a portfolio of university accounts across EMEADrive renewals and expansion revenue across PebblePad and mydayIdentify and develop opportunities for:Faculty-level expansionAdditional programmes or departmentsCross-product adoption (PebblePad ↔ myday)Institutional strategic initiativesPartner closely with Sales to convert key expansion opportunities into revenueStrategic Customer PartnershipBuild trusted relationships with senior stakeholders including:CIOsDirectors of Digital EducationLearning & Teaching leadersStudent Experience leadershipSupport institutions in aligning PebblePad and myday with strategic priorities such as:Employability and professional identityCompetency-based educationDigital student experienceCurriculum redesignAdoption & Value RealisationEnsure customers achieve measurable value from PebblePad and mydayMonitor product adoption and engagementIdentify risks early and implement success plansLead business reviews demonstrating impact and outcomesCustomer AdvocacyDevelop strong customer advocatesIdentify opportunities for:Case studiesConference presentationsPeer-to-peer referencesSupport the broader PebblePad community through engagement and knowledge sharingCross-Functional CollaborationWork closely with:SalesProductProfessional ServicesDemand GenerationProvide feedback on product development and market trendsSupport institutional pilots and strategic initiativesKey Metrics for SuccessNet Revenue RetentionNon-Recurring Revenue (Professional Services)Expansion revenueRenewal rate (GRR)Product adoption and engagementCustomer satisfaction and advocacyAbout YouWe 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.ExperienceExperience in Customer Success, Account Management, or Commercial PartnershipsExperience working with colleges, universities or education technologyProven ability to drive account growth and renewalsStrong stakeholder management skillsExperience managing complex institutional accountsSkillsCommercial mindset and revenue ownershipStrategic account planningExcellent communication and presentation skillsAbility to navigate complex organisationsData-driven approach to customer successWhy Join PebblePadWork with leading universities globallyBe part of a mission-driven company improving learning and student experienceHelp shape the future of digital education and campus engagementJoin a collaborative and passionate team working at the forefront of EdTech innovation

What Success Looks Like

in Year OneStrong relationships established with key accountsAccount plans for every single account including opportunities for expansion and mitigation plans for risks>95% renewal of existing ARRExpansion of PebblePad or myday into additional faculties or programmes >110% Net Retention RevenueIncreased institutional adoption and engagementDevelopment of customer advocates and case studiesOriginally posted on Himalayas