Customer Success Specialist

Role: Customer Success Specialist 

Location: LATAM 

Job type: Full time – remote 

Why QS? 

At QS, our culture fosters a flexible working environment that encourages our employees to own their career whilst personally and professionally thriving. We collaborate, respect, and support each other – and as a company, our values underpin these. 

Our mission is to empower motivated people around the world to fulfil their potential through higher education, and to ensure everyone has the same opportunity to achieve that potential. We celebrate the diversity of our teams and believe through sharing our experiences we can learn from one another and become stronger together, which enables us to achieve our goal. 

At QS, you’ll be responsible for implementing real change in the international higher education landscape, full of exciting and interesting challenges where you can drive positive impact across the business. 

In October 2023 we were thrilled to be included in Newsweek’s Top 100 Most Loved Workplaces® in the UK list which is compiled using employee sentiment and satisfaction data.  

Using insights from more than two million employees in organisations with 50 to 100,000 members of staff, the list recognises workplaces where employees feel most respected and appreciated.  

As a Customer Success Specialist, this is what you’ll be doing: 

We’re looking for a Customer Success Specialist to join our dynamic team and work directly with our institutional partners. You’ll be the bridge between our clients and our other internal teams—ensuring that project timelines are met, client objectives are achieved, users are engaged, and our solutions deliver measurable impact. You’ll own the full client lifecycle: onboarding, engagement, reporting, and renewals. You’ll also contribute to improving our internal processes and customer journey design.

 
Key responsibilities:  

Client and Project Management
•    Act as the main point of contact for institutional clients throughout the project lifecycle
•    Understand client goals and align project value delivery to achieving them
•    Coordinate with internal teams (product, software, infrastructure) to ensure timely and successful delivery of project requirements
•    Plan and execute onboarding and implementation activities
•    Prepare and present reports on usage, engagement, and outcomes

Usage and Engagement

•    Monitor user behavior through analytics platforms and identify trends or drop-off points
•    Design and execute email campaigns to drive engagement
•    Provide timely, helpful support to both institutional stakeholders and individual users
•    Troubleshoot issues, escalating when needed and following through to resolution

Retention and Growth

•    Support the renewals process by identifying success stories, pain points, and growth opportunities
•    Collaborate with sales to highlight client wins and support upsell conversations
•    Foster long-term relationships by consistently delivering value and demonstrating impact

Internal activities

•    Creating and updating project documentation, such as implementation plans, and progress reports
•    Maintaining clear records of client requirements and ensuring all internal stakeholders are informed of updates or changes

Key skills and experience:

Essential 

•    Fluent in English and Spanish (written and spoken)
•    Excellent interpersonal and communication skills
•    Strong organizational and time management skills
•    Comfortable managing multiple priorities in a fast-paced environment
•    Self-starter with a proactive attitude and ownership mindset 

Desirable

•    Experience in customer success, account management, or project management
•    Familiarity with engagement strategies and email campaigns
•    Experience working with educational institutions or with EdTech platforms
•    Experience working in a startup or fast-scaling environment, with the ability to adapt to evolving processes and priorities

So, who are we and what do we do? 

QS is the world’s leading provider of services, analytics, insights, and intelligence to the global higher education sector - supporting university excellence across the world. Our student recruitment and enrolment solutions enable universities and business schools to connect with talented individuals seeking to further their academic progress and career development. Our portfolio of professional services includes consultancy, student mobility and academic partnerships management, and branding solutions. We publish highly visible and influential rankings of international universities, including the QS World University Rankings® which reaches a global audience of hundreds of millions of people.  

Founded in 1990, our activities span across 50 countries, working with over 2000 of the world’s leading higher education institutions and over 12,000 employers.  
 
Headquartered in London, QS has over 750 employees globally with offices in Australia, Malaysia, India, Romania, Singapore, France, Germany, and the USA. QS keeps growing organically, through acquisition and by recruiting top talent across key regions. 

We take investing in our people very seriously. 

Outside of the 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 you’ve heard? Great, apply now!

As a candidate, we know the application and interview process can be daunting and so it’s 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.