Retention in this market is not a relationship management problem. It is an outcomes problem. Institutions that get better at teaching and learning stay. Those that don't, leave.
Cadmus is growing fast in the UK and Europe at a moment when the market urgency around assessment is real and sitting at the Vice-Chancellor and Deputy Vice-Chancellor level. The University Success Manager owns the relationships that determine whether an institution uses Cadmus or is genuinely changed by it.
You will carry a portfolio of UK and EU university accounts and work directly with DVCs, Pro Vice-Chancellors, learning and teaching teams, and academic staff. The standard is not satisfaction — it is measurable improvement in how institutions design and deliver assessment.
WHAT SUCCESS LOOKS LIKE
In your first year, you will have:
- A healthy, deeply adopted portfolio with strong renewal rates. Not because relationships are well managed, but because institutions have better outcomes to point to. The renewal conversation is evidence-led, not a negotiation.
- Identified risk early and turned accounts around before they became problems. You read the signals that others miss — disengagement, stakeholder change, adoption plateaus — and you address them directly, not with escalation protocols.
- Expanded at least two accounts beyond their initial contract. The expansion is grounded in demonstrated value, not upselling. Institutions grew with Cadmus because they got what they came for and wanted more of it.
- Changed how Cadmus thinks about at least one product or service decision. The intelligence you bring from the field — what institutions actually need, what is working, what is not — has shaped something meaningful internally. The knowledge flows both ways.
Requirements
WHO YOU ARE
- 5+ years in customer success or account management — ideally in EdTech or SaaS with institutional buyers.
- Genuine fluency in UK higher education — how institutions make decisions, who the real stakeholders are, and what they actually care about.
- Strong commercial instinct combined with a genuine orientation toward customer outcomes. Not either/or.
- Excellent communication across registers — as comfortable in a procurement conversation as in a pedagogy discussion.
- You put the outcome ahead of the optics. When something is not working for a customer, you say so and fix it.
- You are genuinely interested in teaching and learning — this is not just a sector you work in.
- You build relationships that compound. Customers trust you because you have shown up consistently, especially when it was inconvenient.
- Complex institutional environments are interesting to you. You move toward hard conversations, not around them.
Benefits
WORKING AT CADMUS
This is a high-ownership role inside a commercial team that is still building its shape in the UK. You will have more influence over how the function works than you would in a more established organisation — and more responsibility for the outcomes. The team is small, the feedback loops are short, and what you learn in the field genuinely shapes how Cadmus operates. It is the kind of role that suits someone who wants to build, not just execute.
