Customer Success Manager

Customer Success Manager - Digital Publishing

Ashford, Kent - Hybrid (2 days in the office, 3 from home)

Do you enjoy getting to know your clients, understanding what they need and helping them get more from their software? Can you spot when an account needs attention, lead a confident renewal conversation and recognise opportunities to grow the relationship? Would you like to work with newspaper and magazine publishers, helping them deliver their content to readers around the world?

We are recruiting for an established digital publishing software company whose technology helps publishers deliver content across websites, mobile platforms and apps.

They are looking for an experienced Customer Success Manager to take ownership of a portfolio of publishing clients. You will build strong relationships, understand each client's priorities and make sure the software delivers value for their business.

You will need to be proactive and commercially aware. That means noticing when a client isn't making full use of a product, asking the right questions and bringing the right people together to help. It also means planning ahead for renewals and identifying opportunities to introduce additional solutions where they meet a client's needs.

With a new product being introduced, you will also play an important part in helping clients through onboarding and adoption.

What Will You Be Doing

• Managing a portfolio of publishing clients, building relationships with editorial, digital, product and commercial teams
• Understanding each client's objectives and creating clear plans to help them get the most from the software
• Monitoring usage, feedback and support trends to identify risks and take action early
• Leading regular business reviews, showing clients the value they are receiving and discussing their next priorities
• Managing renewal conversations and identifying opportunities to grow accounts
• Coordinating onboarding and product rollouts with project, technical and product teams
• Taking ownership of escalated issues and keeping clients informed as internal teams work towards a resolution
• Sharing client feedback to help shape product improvements
• Supporting junior colleagues and helping improve customer success processes

What Are We Looking For

You will have at least three years' experience in Customer Success, Account Management or a similar client-facing role, ideally within software, SaaS or technology. You should be comfortable taking responsibility for a portfolio of accounts, with experience retaining clients, developing relationships and supporting account growth.

You will also bring:

• Strong communication and presentation skills, including confidence working with senior client contacts
• Experience leading business reviews and renewal discussions
• The ability to use account data and customer feedback to identify problems and demonstrate value
• Good organisation and follow-through, managing several clients and priorities at once
• A collaborative approach to working with sales, support, product and technical colleagues

Experience in publishing, media or news would be particularly useful, as would working with international clients or organisations with multiple brands. Familiarity with tools such as Salesforce, Zendesk or Jira would also be helpful.

Why Consider This Role

You will work with recognisable publishing organisations and see how your contribution helps their teams use technology more effectively. There is scope to influence client relationships, contribute to product development and support less experienced colleagues.

The role offers a hybrid working pattern, with two days each week in the Ashford office and three days working from home.

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