Customer Success Account Manager

Russell Publishing; Westerham; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A dynamic publishing company in the UK is seeking a Customer Success Account Manager to manage high-value accounts. The role involves strengthening client relationships, driving customer satisfaction, and fostering account growth. Candidates should have a minimum of 3 years of relevant experience, strong Excel skills, and excellent interpersonal abilities. A hybrid working model is offered, along with a supportive work environment and benefits including pension contributions and learning opportunities.

Benefits

Hybrid working (2 days in the office)

Pension contribution

Free car parking

Benefits platform with discounts

Christmas closure

Company events

Learning & development

Qualifications

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

Responsibilities

• Steer customer satisfaction through performance metrics management.
• Drive retention and growth via relationship management.
• Identify and nurture account growth opportunities.

Skills

Customer account management

Interpersonal skills

Organizational skills

Excel proficiency

CRM systems understanding

Tools

Microsoft Office

Job description

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.

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.

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.

Qualifications

Minimum 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 communication skills.
• Develop and maintain strong working relationships.
• IT skills in Microsoft Office, including Word and Excel.
• Understanding of CRM systems.

Benefits

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

Russell Publishing believes in equal opportunities, and we encourage inclusion and diversity.