Customer Success Manager

Fractional Talent; Greater London; Remote; GBP 50,000 - 70,000; Full time

Benefits offered by this job

All-remote work

Flexible hours

Quarterly team meet-ups with travel

Training allowance

New laptop and WFH stipend

Generous holiday

Industry events

Opportunity to shape our company as we

Job summary

FlatPlan is seeking a Customer Success Manager to oversee a portfolio of top-tier publishers in the UK and US. You’ll nurture relationships, help clients grow audience and revenue on Apple News and Apple News+, and own renewals and expansion.

Reporting to the Head of Customer Success, you’ll build success plans, monitor engagement, and coordinate with editorial, audience and product teams to ensure retention and long-term partnership.

Qualifications

• 3+ years in a role at a company that works with publishers.
• Proven experience managing senior client or stakeholder relationships.
• Understanding of how publishers monetise subscriptions and advertising.
• Experience with AI tooling beyond basics, including automations and connectors.
• Excellent written and verbal communication skills.
• Ability to manage multiple accounts independently.

Responsibilities

• Success planning: Build and maintain a plan for each account with audience and revenue goals.
• Adoption: Ensure each publisher uses FlatPlan fully and achieves results.
• Relationship management: Build long-term relationships with multiple stakeholders.
• Account health: Monitor engagement and health and act on risk early.
• Business reviews: Run reviews using Apple News analytics and FlatPlan data.
• Retention and renewals: Own renewals across your portfolio and identify risks early.
• Expansion: Identify opportunities to grow accounts with added brands and services.
• Onboarding: Take over new clients from sales with Publisher Operations Manager.
• Customer voice: Feed insights to product and engineering teams.
• Issue resolution: Work with Support to resolve issues quickly.
• Reporting: Maintain account records, health scores and renewal forecasts in Attio.

Skills

Media industry experience

Account management

Commercial awareness

AI fluency

Communications

Organised

Job description

About Us

Looking for a customer-facing role at a media-tech business that works closely with Apple and an incredible list of media brands including The Athletic, The Atlantic, News UK, The Telegraph and Business Insider?

We’re FlatPlan, and we work with media companies to deliver news content to millions of people on Apple devices. We’re a SaaS and managed service company, and a Preferred Provider to Apple, working with hundreds of publishers, mostly large, paywalled news organisations, and offering a strong ROI through a polished, high-quality product. We have big plans: to transform how news media reaches readers. Central to those plans is an exceptional Customer Success Manager.

Why you should apply

You’ll be joining a fast-moving company that has seen huge growth and has already built an enviable list of customers including The Athletic, The Atlantic, Apple, News UK, The Telegraph and Business Insider. Our software gives media businesses access to millions of quality readers.

You’ll be working closely with a brilliant, passionate Customer Success team. We’re a supportive and social business. Everyone has a say in how we improve the company, with a ‘Wonder Wall’ that allows team members to share thank yous to team members and we regularly share progress, learnings and obstacles with the entire team. Many of us are parents, and we’re a family-friendly company.

We are a profitable company, formed in 2019 and backed by TinySeed, a syndicate of investors led by author and serial entrepreneur Rob Walling. Our relationship to Apple runs deep: we are Apple’s preferred provider for Apple News and a direct supplier to them.

As we’re growing fast, you’ll learn a lot about growing a sustainable, profitable company and you’ll get plenty of opportunities for personal and professional growth. There are no layers of bureaucracy or work politics. You’ll be speaking directly with everyone from leadership to support, and we’re a lovely bunch if we say so ourselves!

Our commitment to diversity

At FlatPlan, we’re dedicated to building a diverse team that reflects the varied experiences and backgrounds of our customers and the audiences they reach. We believe in fostering an inclusive environment, where every individual feels valued, heard and empowered. All qualified applicants will receive consideration without regard to race, colour, gender, gender identity or expression, sexual orientation, religion, national origin, disability, genetics, background or age.

We strongly encourage individuals from underrepresented groups to apply.

About the Role

You will look after a portfolio of top-tier publishers in the UK and US: national news organisations and magazine groups. The portfolio is small enough that you can work closely with each one.

Your job is to keep each publisher engaged and happy, help them use FlatPlan to grow audience and revenue on Apple News and Apple News+, and retain and expand their account. We start from each publisher’s audience and subscription goals, not from product features. You own the relationship, the success plan, the renewal and expansion. You’ll build relationships with stakeholders in each account, across editorial, audience and product.

You’ll report to our Head of Customer Success.

Key Responsibilities

• Success planning: Build and maintain a plan for each account with clear audience and revenue goals
• Adoption: Make sure each publisher uses FlatPlan fully and gets results from it
• Relationship management: Build long-term relationships with multiple stakeholders in each account, from day-to-day contacts to senior decision-makers
• Account health: Track engagement and account health, and act on risk early
• Business reviews: Run regular account reviews using Apple News analytics and FlatPlan data
• Retention and renewals: Own renewals across your portfolio and spot risk early
• Expansion: Identify and close opportunities to grow accounts, such as additional brands and managed services
• Onboarding: Take over new clients from sales, working closely with the Publisher Operations Manager
• Customer voice: Feed customer insight to our product and engineering teams
• Issue resolution: Work with our Support team to resolve customer issues quickly
• Reporting: Maintain accurate account records, health scores and renewal forecasts in Attio

About You

• Media industry experience: 3+ years at a company that works with publishers, such as a platform, agency or ad-tech business
• Account management: Proven experience managing senior client or stakeholder relationships
• Commercial awareness: Understanding of how publishers make money from subscriptions and advertising
• AI fluency: Proven experience with AI tooling that goes further than the basics - automations, scheduling, using connectors
• Communications: Excellent written and verbal communication skills
• Organised: Ability to work independently and manage a portfolio of accounts at once

Nice-to-haves

• Apple News knowledge: Hands-on experience with Apple News+
• Publisher background: Experience at a news organisation
• SaaS experience: Experience in a customer success role at a SaaS, analytics or ad-tech company
• AI and news: Interest in how AI platforms are changing news distribution and content licensing

Compensation, Perks & Benefits

• Genuinely competitive salary (full detail disclosed during initial interview)
• All-remote work
• Flexible hours at a family-friendly company
• Quarterly team meet-ups with travel covered, team meal and activities
• Training allowance
• New laptop and a work-from-home stipend for necessary accessories
• Generous holiday
• Industry events
• Opportunity to help shape our company as we grow