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 acommercially focused Customer Success Managerwho can strengthen institutional partnerships, drive adoption, and unlock expansion opportunities

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.

Key Responsibilities

Account Ownership & Commercial Growth

• Own a portfolio of university accounts across EMEA
• Drive renewals and expansion revenue across PebblePad and myday
• Identify and develop opportunities for:
  • Faculty-level expansion
  • Additional programmes or departments
  • Cross-product adoption (PebblePad ↔ myday)
  • Institutional strategic initiatives
• Partner closely with Sales to convert key expansion opportunities into revenue

Strategic Customer Partnership

• Build trusted relationships with senior stakeholders including:
  • CIOs
  • Directors of Digital Education
  • Learning & Teaching leaders
  • Student Experience leadership
• Support institutions in aligning PebblePad and myday with strategic priorities such as:
  • Employability and professional identity
  • Competency-based education
  • Digital student experience
  • Curriculum redesign

Adoption & Value Realisation

• Ensure customers achieve measurable value from PebblePad and myday
• Monitor product adoption and engagement
• Identify risks early and implement success plans
• Lead business reviews demonstrating impact and outcomes

Customer Advocacy

• Develop strong customer advocates
• Identify opportunities for:
  • Case studies
  • Conference presentations
  • Peer-to-peer references
• Support the broader PebblePad community through engagement and knowledge sharing

Cross-Functional Collaboration

• Work closely with:
  • Sales
  • Product
  • Professional Services
  • Demand Generation
• Provide feedback on product development and market trends
• Support institutional pilots and strategic initiatives

Key Metrics for Success

• Net Revenue Retention
• Non-Recurring Revenue (Professional Services)
• Expansion revenue
• Renewal rate (GRR)
• Product adoption and engagement
• Customer satisfaction and 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.

Experience

• Experience in Customer Success, Account Management, or Commercial Partnerships
• Experience working with colleges, universities or education technology
• Proven ability to drive account growth and renewals
• Strong stakeholder management skills
• Experience managing complex institutional accounts

Skills

• Commercial mindset and revenue ownership
• Strategic account planning
• Excellent communication and presentation skills
• Ability to navigate complex organisations
• Data-driven approach to customer success

Why Join PebblePad

• Work with leading universities globally
• Be part of a mission-driven company improving learning and student experience
• Help shape the future of digital education and campus engagement
• Join a collaborative and passionate team working at the forefront of EdTech innovation

What Success Looks Like in Year One

• Strong relationships established with key accounts
• Account plans for every single account including opportunities for expansion and mitigation plans for risks
• >95% renewal of existing ARR
• Expansion of PebblePad or myday into additional faculties or programmes >110% Net Retention Revenue
• Increased institutional adoption and engagement
• Development of customer advocates and case studies

Originally posted on Himalayas