Customer Success Account Manager

Russell Publishing; Brasted; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Hybrid working (2 days in the office)

Pension contribution

Free car parking

Benefits platform with discounts

Christmas closure

Company events

Job summary

A leading multimedia company is seeking a Customer Success Account Manager to manage high-value client accounts in a hybrid working environment based in Brasted. Ideal candidates should have at least 3 years of experience in account management or customer service, possess strong communication and interpersonal skills, and demonstrate successful management of strategic accounts. Benefits include a supportive work culture, pension contributions, and opportunities for professional development. This role is critical for fostering client loyalty and ensuring service quality.

Qualifications

• Minimum 3 years of experience in account management or B2B customer service role.
• Proven success managing high-value or strategic customer accounts.
• Strong understanding of marketing services and client success metrics.

Responsibilities

• Steer customer satisfaction through proactive management.
• Drive retention and growth through strong relationships.
• Prepare and maintain account health reports.
• Conduct regular account health checks.

Skills

Account management

Customer service

Communication

Relationship building

Excel skills

Organizational skills

Understanding of CRM systems

Tools

Microsoft Office

Job description

Customer Success Account Manager

Russell Publishing is recruiting a Customer Success Account Manager to join our team, to manage a portfolio of high-value accounts, building deep trust and loyalty with key clients to strengthen their commitment to our brands and solutions.

To succeed in the role, you will be commercially minded, require strong communication, customer service and relationship building skills along with the ability to manage multiple accounts and projects simultaneously. The successful applicant should have a minimum of 3 years’ experience working in account management, or a customer service role within a B2B environment.

Key Responsibilities

• Steer customer satisfaction through proactive management of performance metrics, service quality, and delivered value.
• Drive high levels of retention and foster growth through strategic relationship management and value delivery.
• Identify and nurture opportunities for account growth, working in collaboration with internal stakeholders to enable upselling, cross‑selling, and service expansion.
• Coordinate centralized account management across key functions—including Sales, Marketing, Content, Client Services, and Finance—to ensure seamless communication, alignment, and delivery of campaigns and projects.
• Prepare and maintain account health reports, highlighting performance, opportunities, and areas for improvement.
• Conduct regular account health checks to monitor performance, satisfaction, and alignment with customer objectives.

Key Skills and Experience

• 3 years’ experience working in account management, or a customer service role within a B2B environment.
• Demonstrated success managing high‑value or strategic customer accounts.
• Strong understanding of marketing services, ROI measurement, and client success metrics.
• Excellent interpersonal skills – clear and confident communicator at all levels.
• Exceptional organisational and planning skills with flexibility to adapt to changes.
• Strong Excel skills including the ability to produce reports.
• Excellent communications skills.
• Develop and maintain strong working relationships.
• IT skills in Microsoft Office, including Word and Excel.
• Understanding of CRM systems.

Company Benefits

We are committed to ensuring everyone feels included, valued and appreciated and we offer a supportive, flexible working environment, amazing opportunities for personal and professional development.

• Hybrid working (2 days in the office)
• Pension contribution
• Free car parking
• Benefits platform with discounts, wellness and engagement tools
• Christmas closure
• Company events

Location & Working Arrangements

Russell Publishing operates a hybrid working policy, with the ability to work from home up to 3 days per week. Our office is located in Brasted, Kent.

About Us

Russell Publishing is a leading multimedia company delivering business content, insights and events worldwide across 5 brands: New Food Magazine, European Pharmaceutical Review, Drug Target Review, Global Railway Review and International Airport Review. We pride our business on putting our people first, enabling innovation within our service & product and continuous improvement – personally, professionally and across our services. Russell Publishing believes in equal opportunities, and we encourage inclusion and diversity.

Seniority level

Associate

Employment type

Full‑time

Job function

Customer Service, Business Development, and Sales

Industries

Marketing Services, Technology, Information and Media, and Book and Periodical Publishing