Key Account & Customer Success Manager

GradBay; Dublin; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

GradBay, hybrid role based in Dublin, seeks a Key Account & Customer Success Manager for University Partnerships. You’ll guide university clients from onboarding through go-live, adoption and ongoing account growth, acting as a trusted partner to Careers Services and Student Services to maximise engagement and platform value.

You’ll manage relationships, deliver training and webinars, identify opportunities for account growth, and ensure high service standards across multiple university accounts

Qualifications

• Experience managing customer relationships, accounts or strategic partnerships.
• Experience within customer success, onboarding, implementation or service delivery.
• Strong communication and stakeholder management skills.
• Ability to deliver training, webinars and customer presentations.
• Excellent organisation and attention to detail.

Responsibilities

• Manage a portfolio of university accounts as their trusted day-to-day contact.
• Build relationships across Careers Services, Student Services and wider university teams.
• Guide onboarding, go-live and ongoing platform adoption.
• Identify opportunities for account growth, retention and improved customer engagement.
• Provide proactive, responsive support and maintain high service standards.

Skills

Portfolio management

Customer success

Account management

Onboarding

Training & webinars

Stakeholder management

Relationship building

Job description

Key Account & Customer Success Manager – University Partnerships

• Location: gradireland office, Dublin
• Working pattern: Hybrid – three days in the office and two days working from home each week..

The Opportunity

We are looking for an experienced Key Account & Customer Success Manager to manage and grow a portfolio of university partnerships using our targetconnect platform.

You will guide customers from onboarding and implementation through to go-live, adoption and ongoing account development. Acting as a trusted partner to university Careers Services, Student Services and senior stakeholders, you will help each institution maximise student engagement, employer participation and the overall value of the platform.

This is a varied, relationship-led role combining customer success, account management, training, service delivery and commercial growth.

What You’ll Do

Manage and develop university partnerships

• Manage a portfolio of university accounts as their trusted day-to-day contact.
• Build strong relationships across Careers Services, Student Services and wider university teams.
• Understand each university’s objectives and help them get maximum value from the platform.
• Provide proactive, responsive support and maintain consistently high service standards.
• Strengthen customer satisfaction, retention and renewal confidence.

Key Criteria

• Experience managing a portfolio of customer accounts or strategic partnerships.
• Background in customer success, account management, onboarding or implementation.
• Experience supporting customers through onboarding, go-live and ongoing platform adoption.
• Strong stakeholder management skills, with the confidence to build trusted relationships at different levels.
• Experience delivering customer training, webinars, presentations or product demonstrations.
• Ability to identify opportunities for account growth, retention and improved customer engagement.
• Highly organised and able to manage multiple accounts, priorities and deadlines.
• Strong written and verbal communication skills.
• Comfortable working with technology, SaaS or platform-based products.
• Proactive, customer-focused approach with strong problem-solving skills.
• Experience working with universities, Careers Services, Student Services or employability teams.
• Knowledge of the higher education or early-careers market.
• Experience supporting contract renewals or expanding existing customer accounts.
• Familiarity with customer satisfaction, NPS, adoption and engagement metrics.
• Experience within EdTech, recruitment technology or another purpose-led technology business.

How Success Will Be Measured

• Customer satisfaction and NPS.
• Successful onboarding and go-live delivery.
• Platform adoption and engagement.
• Quality of university stakeholder relationships.
• Customer retention and renewal confidence.
• Identification of account growth opportunities.
• Feedback from training, webinars and engagement activity.

About You

You will be a confident relationship builder who enjoys helping customers achieve meaningful outcomes. You will be organised, proactive and comfortable managing multiple university accounts and competing priorities.

You will bring:

• Experience managing customer relationships, accounts or strategic partnerships.
• Experience within customer success, onboarding, implementation or service delivery.
• Strong communication and stakeholder management skills.
• The confidence to deliver training, webinars and customer presentations.
• Excellent organisation and attention to detail.
• A customer-first approach with strong problem-solving skills.
• The ability to work collaboratively across different teams.
• Experience using technology, SaaS or platform-based products.