Customer Success Manager

Role: Customer Success Manager

Location: Australia - Melbourne or Sydney

Job type: Full time, permanent – hybrid

Why QS?

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.

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.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

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.

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.

The Role

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.

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.

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.

Role Responsibilities

1. Customer Success Delivery & Value Realisation
   

• Support customers in achieving clear, measurable outcomes from QS products 
and services
• Translate client objectives into structured success plans aligned to institutional 
priorities
• Guide customers in interpreting data, insights, and benchmarks to inform 
decision-making
• Drive adoption and utilisation across the QS portfolio, ensuring customers 
realise full value

2. Onboarding, Adoption & Enablement

• Deliver effective onboarding and training to ensure strong early engagement
• Enable customers through a mix of direct engagement and scalable, digital-first 
approaches
• Promote consistent adoption of QS solutions within customer workflows

3. Customer Engagement & Retention

• Build and maintain strong relationships with key stakeholders across customer 
accounts
• Monitor customer health and proactively identify risks to engagement or 
retention
• Support renewal outcomes through consistent value delivery and engagement
• Contribute to a high-quality, consistent customer experience across all 
touchpoints

4. Execution of Customer Success Frameworks & Playbooks

• Operate within QS’s global Customer Success model, applying standard 
frameworks, tools, and playbooks
• Execute structured processes including onboarding, success planning, health 
scoring, and renewal support
• Ensure consistent documentation, CRM usage, and visibility across all customer 
interactions
• Contribute feedback to improve playbooks and evolve Customer Success best 
practices

5. Cross-Functional Collaboration

• Work closely with Sales, Product, and other teams to ensure coordinated and 
seamless customer delivery
• Support identification of expansion opportunities through customer engagement
• Act as the voice of the customer to inform product, service, and experience 
improvements

6. Scalable & Insight-Led Customer Success

• Contribute to a scalable, segmented Customer Success model aligned to client 
needs and value
• Leverage data, insights, and customer intelligence to guide proactive 
engagement and prioritisation
• Support the delivery of consistent experiences across a diverse customer base

Key Tasks

• Onboard and train customers to drive adoption
• Develop and maintain customer success plans
• Monitor customer health and engagement signals
• Deliver insight-led recommendations to customers
• Lead renewal readiness through ongoing value demonstration
• Maintain accurate CRM records and account activity tracking
• Contribute to customer success content, resources, and best practices

Success Measures

• Customer adoption and engagement levels
• Retention and renewal rates
• Customer satisfaction and experience quality (e.g. CSAT/NPS)
• Evidence of customer outcomes and value realisation
• Contribution to scalable Customer Success delivery
• Consistent use of systems, processes, and playbooks

Skills & Experience

Essential

• Strong experience in Customer Success or client-facing roles
• Strong communication and relationship-building skills
• Analytical mindset with the ability to interpret and communicate insights
• Ability effectively manage and prioritise a book of customers and multiple 
product lines
• Experience working within structured processes or delivery frameworks
• Experience with CRM systems and customer success tools

Desirable

• Experience in SaaS, data, or insights-led environments
• Familiarity with higher education or public sector organisations
• Experience creating training or enablement content