Client Success Manager

Publicis Groupe UK; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading production company in London is seeking a Client Success Manager to ensure client satisfaction and retention of technology solutions. The role requires extensive client success experience and strong communication skills. You will lead onboarding, monitor client usage, and collaborate with various teams to deliver technology-driven solutions. Join a committed team fostering diversity and inclusion.

Qualifications

• Extensive experience in client success, account management, or technology program management.
• Strong understanding of digital/creative production workflows.
• Proven ability to manage multiple projects in a fast-paced environment.

Responsibilities

• Act as primary point of contact for clients on technology services.
• Lead onboarding and training of clients on new platforms.
• Monitor client usage, satisfaction, and address risks.

Skills

Client success management

Account management

Project management tools

Communication skills

Data-driven mindset

Education

Bachelor's degree in Business, Technology, Marketing

Tools

Jira

Asana

Monday.com

Job description

BRAND: Publicis Production
Job Function: Technology
Location: London, United Kingdom
Experience Level: Specialist
Workplace Type: Hybrid

Company description

Publicis Production harnesses the power of Publicis Groupe's entire global production capabilities.
Through our family of production brands, we access best-in-class production talent, models and technology worldwide.
Our purpose is to deliver seamless, relevant and impactful consumer experiences across every touchpoint in every market. We do this with pioneering production solutions that drive performance in a data-led marketing landscape and help brands to win in the platform world.

Overview

The Client Success Manager (CSM) for the Technology Team is responsible for driving client satisfaction, adoption, and retention of our technology solutions across global / local accounts. This role bridges the gap between our clients, technology teams, and internal stakeholders to ensure seamless delivery, issue resolution, and strategic growth of client relationships.

Responsibilities

• Act as primary point of contact for clients on technology-related services, platforms, and products.
• Understand clients' business objectives and align our tech solutions to support their goals.
• Lead onboarding and training of clients on new platforms, tools, and processes.
• Monitor client usage, adoption, and satisfaction; proactively identify and address risks or challenges.
• Collaborate closely with Product, Engineering, and Operations teams to deliver technology-driven solutions.
• Manage service-level agreements (SLAs) and ensure timely resolution of support issues.
• Provide insights and feedback from clients to internal teams to guide product enhancements and process improvements.
• Prepare and present performance reviews, reporting on KPIs, and value delivered to clients.
• Identify upsell/cross-sell opportunities for additional technology offerings or services.

Qualifications

• Bachelor's degree (or higher) in Business, Technology, Marketing, or related field.
• Extensive experience of client success, account management, or technology program management experience (preferably in creative production, marketing tech, or SaaS environments).
• Strong understanding of digital/creative production workflows and supporting technologies.
• Excellent communication, presentation, and stakeholder management skills at senior levels.
• Proven ability to manage multiple projects and accounts in a fast-paced, global environment.
• Data-driven mindset with ability to translate metrics into actionable insights.
• Familiarity with project management tools (Jira, Asana, Monday.com) and CRM systems.

Additional information

Diversity and inclusion is a core part of who we are at Prodigious London. We're committed to building an inclusive culture that encourages, celebrates and supports our wonderfully diverse employee group - whatever their age, gender identity, race, sexual orientation, physical or mental ability or ethnicity. Diversity and inclusion doesn't just fuel our creativity and innovation, it brings us closer to our people and audiences. We will continue to strive to create a culture and environment where everyone feels empowered and more importantly comfortable enough to bring their full, authentic selves to work. We are committed to providing reasonable adjustments for employees with disabilities and for candidates in our application process. If you need assistance or adjustment due to a disability, please contact us.