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Location: Remote in the EMEA region with occasional UK campus visits

Position Type: Full Time

Reporting to: Regional Director of Partners (EMEA) 

Application requirements:

• CV/Resume

• One minute loom video on why you would be suitable for the role (optional).

The Enterprise Customer Success Manager is focused on retaining and growing our enterprise partnerships through project management and thought leadership. Working with Vygo’s partners (Universities & Governments) to improve student outcomes and move towards a world where everyone has a world-class education.

• Primary ownership and accountability for ensuring customer growth, delight, and retention for complex customers who require higher-touch service.

• Grow and increase the adoption of our strategic customers by increasing business value through implementing Vygo across the partnership.

• Build and foster relationships with key decision makers and stakeholders (from C-Suite to coordinators) across large enterprise partnerships.

• Acts as a Trusted Advisor and Thought Leader, providing strategic guidance to University/Commercial partners

• Influence the mindset of partners by challenging the status quo and constantly delivering innovation to grow student outcomes.

• Collaborate on defining what success means for your partners and produce detailed plans outlining a roadmap to achieve success and share in the accountability for their success.

• Monitor partner health and create risk mitigation plans where needed.

• Align with account team in pre-sales phase for a new and existing customer to understand business case & value prop, also ensuring post-sales challenges/pitfalls are identified and mitigated.

• Collaborate with other Vygo teams and leadership to ensure adoption and successful customer renewals.

• Resolve customer inquiries by aligning partners with the right resources.

• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

• Serve as a mentor to new team members.

Vygo radically improves how universities deliver and manage student support programs. Through our web and mobile apps, students can discover, join and participate in programs ranging from 1st-year orientation through to counselling. Students are matched with support and participate in 1:1 or group text, video or face-to-face sessions and events.

Your work will directly have a positive impact on the lives of students and learners across the globe. We constantly have good stories coming from our students about how our platform has improved their university experience. If you care about making a difference and seeing the results, Vygo is for you.

The Culture:

• Remote first and results-oriented - it’s about the outcome, not output. You can work from any time zone. You can also work where and how you want; as long as you get the job done, you’re free to choose how you do it. We value people over process and back that up with flexible work arrangements.

• Mission-driven colleagues - everyone at Vygo is here because they want to change education.

• Committed to ersity and inclusion - we’re building software for students worldwide. To do that well, we need a workforce representative of the users we serve. Our executive team participates in D&I workshops at least once a year to ensure we’re continuously learning.

• A partner for your career growth - We take growth seriously. If there’s something you want to upskill in, you’ll be supported all the way. You’ll have access to a development stipend to spend on books, courses, seminars, events - anything you want!

• A healthy team culture - We are a team dedicated to making a difference and getting results, and we’ll get there together. From team hangouts and lunches to playing online games together, we maintain a culture where you have time to form real connections with your colleagues, even remotely.

• Extensive experience owning, maintaining, and driving customer relationships in a quota or retention-carrying role

• A verifiable track record of consistently meeting and exceeding revenue goals

• Previous experience project managing enterprise-wide SaaS platform rollout in external organisations.

• Excellent written and verbal communication skills. Familiar with presenting strategy verbally in person, over the phone, and in email.

• Have a firm grasp of how business works, including sales, consultative, problem-solving, and issue resolution skills.

• Well-organised, with high attention to detail and the ability to prioritise and manage time for successful execution.

• Confident, self-motivated, and a true team player

• The ability to thrive in a fast-paced environment

• Innovative problem solver and a digital champion who can advise and enable the customer through Thought Leadership.

• Degree or equivalent relevant experience required.