Customer Success Manager

Role: Customer Success Manager

Location: APAC - Malaysia or Singapore or China

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

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