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.
As a Global Director of Customer Success, this is what you’ll be doing:
You’ll design, build, and lead a world-class Customer Success function for QS, ensuring our clients experience seamless, value-driven partnerships that deliver measurable impact. This strategic role will drive client-centricity, embed insights into all client engagements, and ensure consistency and scalability across the global portfolio.
The role is pivotal in shaping how QS delivers outcomes to its partners, creating trusted, insight-led relationships that power growth, retention, and advocacy.
Role responsibilities
Build and Lead the Global Customer Success Function
- Design and implement the global Customer Success operating model, including structure, processes, and success metrics.
- Recruit, develop, and inspire a high-performing global team across key regions.
- Develop a unified client journey framework ensuring seamless, consistent experiences across regions, products, and delivery teams.
- Establish clear frameworks for client segmentation, engagement models, and service tiers aligned with client complexity and value.
- Create scalable Customer Success models that serve a diverse client base efficiently — from self-serve solutions to high-touch enterprise partnerships.
- Define clear delivery playbooks for complex partnerships, ensuring alignment between success, delivery, and account management teams.
Drive Client-Centricity and Enable Insight-Led Outcomes
- Foster a culture of deep client understanding and partnership across all interactions and create mechanisms for continuous listening and feedback to anticipate client needs and improve experience.
- Position QS as a strategic advisor to clients, leveraging our unique data, insights, and market expertise.
- Partner with Product, Sales, and Marketing teams to ensure clients fully leverage QS intelligence to meet their objectives.
Drive Growth & Champion AI enablement
- Partner with Commercial teams to identify and act on upsell and cross-sell opportunities through insight-driven engagement.
- Equip Customer Success teams with tools and data to proactively support client expansion across the QS portfolio.
- Leverage automation, CRM, and AI tools to enhance proactive and reactive client services.
Other
- Any other duties that fall within the purpose and scope of the role.
Key Outcomes / Measures of Success
- Client-Centricity: Improved client satisfaction (CSAT/NPS), retention, and advocacy.
- Insight-Led Impact: Increased usage of QS data and insights in client engagement and renewals.
- Simplicity: Reduced client pain points and faster resolution times across touchpoints.
- Scalability: Increased efficiency in delivery while maintaining quality and personalisation
- Growth Enablement: Measurable contribution to upsell, cross-sell, and renewal rates.
- Tech Enablement: Adoption and ROI of AI and automation tools in client success workflows.
Skills and experience
- Experience: Demonstrated experience in Customer Success, Client Services, or Account Management in global, complex B2B environments — ideally within data, information services, education, or SaaS industries.
- Leadership: Proven track record in building and scaling customer success teams and operations.
- Strategic Mindset: Strong commercial acumen and ability to align customer success strategy with organisational growth goals.
- Tech & Insight Orientation: Deep understanding of how data, insights, and AI can transform client engagement.
- Client-Focused: Exceptional relationship-building, influencing, and communication skills with C-level clients.
- Execution: Operational excellence in driving consistency, simplicity, and measurable outcomes globally.