Director of Student & Customer Success
Make a Real Impact at HEP
We’re looking for an exceptional Director of Student & Customer Success to lead the operational success of HEP’s university partnerships and shape how we deliver outstanding outcomes for both partners and students.
This is a high-impact senior leadership role with responsibility for partner mobilisation, operational performance, student retention and commercial outcomes. You’ll bring teams together across HEP to turn insight into action, remove barriers and build scalable ways of working that improve both the partner and student experience.
What You’ll Lead- Own successful partner and programme mobilisation from contract through to enrolment.
- Build strong operational relationships with university partners and drive continuous improvement.
- Lead retention, progression and re-engagement strategies to improve student outcomes.
- Oversee Partner Support, service standards, escalations and operational issue resolution.
- Use data, performance insight and governance to identify risks and drive measurable improvements.
- Build scalable operating models that improve efficiency, consistency and cost-to-serve.
- Lead and develop senior teams while influencing stakeholders across Product, Technology, Marketing, Admissions, Academic, Operations and Retention.
- Own budgets, resource planning and the commercial impact of partner and student success.
- Significant senior leadership experience across customer success, partner management, student success, operations or service delivery.
- Proven experience managing complex institutional or enterprise relationships.
- Strong experience leading partner onboarding, mobilisation or major cross-functional implementations.
- Demonstrable success improving retention, engagement or customer/student outcomes through data-led interventions.
- Strong commercial, analytical and programme management capability.
- Experience leading managers and influencing senior stakeholders.
- Experience developing scalable operating models and driving continuous improvement.
- Salesforce experience is essential.
At HEP, we’re driven by outcomes and continuous improvement, inclusive in how we work and collaborative in how we achieve shared success. You’ll have the opportunity to shape a growing function, strengthen our university partnerships and make a measurable difference to student success.
What We Offer
- Competitive salary: £95,000–£105,000 DOE
- Hybrid working - St Albans office
- 6% employer pension contribution
- 25 days holiday + bank holidays
- Health & wellbeing programme
- Free annual flu vaccinations
- Employee discounts
- Employee referral scheme
- Company sick pay
- On-site parking & accessible transport links
Ready to make a measurable impact on partner and student success? Join HEP and help shape the future of our university partnerships.
HEP is a Disability Confident and equal opportunity employer. HEP evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.