Global Director of Customer Success

Role: Global Director of Customer Success

Location: UK London

Job type: Full time permanent hybrid

This position offers a hybrid work model allowing flexibility between working from home and our office. Typically employees are expected to work 2 days in the office per week.

Why QS

At QS we believe that work should empower you. Thats 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.

Its 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 youll be responsible for implementing real change in the international higher education landscape. Youll take on meaningful challenges that see a positive impact across the business and the wider sector.

Were confident youll feel right at home here. QS was named as one of Newsweeks 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 its official: QS is a place where everyone can thrive.

As a Global Director of Customer Success this is what youll be doing:

Youll 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.

Please note if you dont meet all the criteria but believe you have the skills and passion to thrive in this role we encourage you to apply.

So who are we and what do we do

QS is the world leader in higher education services analytics insights and intelligence. From consultancy to student mobility academic partnerships to branding solutions our services power both institutional and individual success.

Were behind the worlds most widely read university rankings (Meltwater 2023). Our QS World University Rankings reach hundreds of millions shaping decisions and guiding futures.

Since launching in 1990 our impact and influence have only grown. Today we work with more than 2000 of the worlds leading higher education institutions over 12000 employers and governments seeking change and socioeconomic development through higher education.

Join QS and youll join an 800-strong community of problem-solvers creators collaborators and change-makers based in 40 countries and 11
international offices including Australia Malaysia India Romania Singapore France Germany the USA and our headquarters in London.

With every talented new hire business acquisition and bold initiative were strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education

We take investing in our people very seriously.

As standard you will have:

• Competitive base salary
• Access to an annual bonus scheme (for qualifying roles only)
• 25 days annual leave plus bank holidays increasing to 27 days after 5 years
• Access to a Buy Holiday scheme allowing you to buy up to 5 additional holiday days per year
• Enhanced maternity and paternity leave
• Generous pension through Royal London
• Comprehensive private medical insurance and wellness scheme through Vitality
• Cycle to work scheme
• A vibrant social environment and multicultural and multinational culture

But thats not all. Outside of these standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:

• Free subscription to the Calm App the #1 app for sleep meditation and relaxation
• A focus on welfare which is led by our global wellness team with mental health first aiders globally
• Access to a variety of diversity and inclusion initiatives and groups
• Strong recognition and reward programs including a peer-to-peer recognition platform quarterly and annual QS Applaud Awards Connect with your Career annual PD event
• Support for volunteering and study leave
• Free subscription to LinkedIn learning with over 5000 courses and programmes at your fingertips
• Options to join our outstanding global Mentorship programme

Like what youve heard Great apply now!

As a candidate we know the application and interview process can be daunting and so its important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.

Equal opportunities

QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another be stronger together and enable our business to thrive.

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