About the job
The universities that are truly transforming assessment practices are not solely reliant on technology; they thrive because of the dedicated individuals within these institutions, alongside partners who facilitate meaningful change. As the Head of Partner Success, you will be at the forefront of this critical movement.
This position is fundamentally a build role. Our product is proven, early adopters are engaged, and the market demand is evident. However, we lack the operational strength, depth of team, and senior institutional engagement necessary to scale our Customer Success (CS) function effectively. Your mission is to establish and cultivate this framework.
You will work closely with the Chief Revenue Officer (CRO), managing the most significant relationships and navigating complex conversations with institutions. You will be senior enough to lead strategic discussions while remaining hands-on to gain insights into account dynamics.
KEY PERFORMANCE INDICATORS
In your first year, you will achieve:
- Impressive UK net revenue retention that the business can take pride in, driven by measurable outcomes rather than mere relationship management. Each renewal and expansion case will be substantiated by evidence of positive changes for students and staff, not just price negotiations.
- A robust CS team that exemplifies institutional fluency and commercial acumen. The team you build will reflect Cadmus's high standards, demonstrating a deep understanding of the sector and earning trust from institutions, resulting in renewals and expansions that do not rely solely on your efforts.
- Strong personal connections with key institutional stakeholders, including Deputy Vice-Chancellors and Pro Vice-Chancellors, ensuring Cadmus maintains a direct presence at the decision-making level within institutions.
- A reliable operational infrastructure for the CS function that is respected internally, encompassing account health frameworks, success planning, and quarterly business review processes — laying the foundation for long-term success.