Customer Success Manager

DC Thomson; Greater London; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

DC Thomson’s Puzzler division in London and/or Redhill is seeking a commercially minded Customer Success Manager to drive engagement, retention and revenue across B2B and B2C audiences for a loved puzzle brand.

You will build strategic client relationships, analyse usage data, translate insights into actions, and collaborate with product teams to prioritise improvements that deliver measurable ROI.

Qualifications

• Experience in customer success, customer experience, account management or similar client-facing role in SaaS or B2B digital products.
• Analytics and customer data to drive retention, engagement or growth.
• Experience planning, running and evaluating marketing campaigns (desirable).

Responsibilities

• Build and manage strategic relationships with B2B clients, acting as a trusted partner.
• Proactively identify risks and opportunities to improve customer retention and account growth.
• Analyse customer behaviour, engagement and value to uncover actionable insights.
• Translate insights into clear recommendations that improve performance and inform strategy.
• Work with product teams to prioritise and deliver improvements based on customer needs, insight and commercial value.
• Balance user needs with business objectives when making recommendations.
• Contribute to digital and customer strategy, aligning customer success activity with commercial goals and portfolio priorities.
• Identify opportunities to use new tools, automation and AI to improve customer insight, engagement and operational efficiency.

Skills

Relationship-building

Analytical skills

Communication

Stakeholder management

CRM discipline

HubSpot

Publishing industry knowledge

Tools

CRM systems

Job description

Location: This is a hybrid role, with a mix of remote and regular office working in London and/or Redhill.

Role purpose

Puzzler, part of DC Thomson, is looking for a commercially minded and data-driven Customer Success Manager to help shape the future growth of one of the UK's most loved puzzle brands.

This is a unique opportunity for someone who loves building relationships, uncovering insights from data, and seeing the direct impact of their work. You'll spend your time talking to clients, understanding what drives customer engagement, and using evidence and experimentation to turn great ideas into measurable results.

Working across both our B2B and B2C audiences, you'll help partners get maximum value from our products while identifying opportunities to grow engagement, retention and revenue. Whether you're analysing customer behaviour, marketing a new product feature, or having a conversation with a client about their goals, you'll play a pivotal role in helping Puzzler continue to evolve and thrive in the digital world.

With more than 50 years of heritage, Puzzler creates puzzles enjoyed by millions through newspapers, magazines, websites and apps. It's a fun, creative business with ambitious growth plans – and this new role will be right at the heart of them.

Puzzler already has an established portfolio of B2B customers generating more than £1m in annual revenue, alongside a growing digital audience of puzzle enthusiasts. We're looking for someone who can combine strong relationship-building skills with a passion for data and customer insight to unlock the next phase of growth.

Outcomes the role should drive

• Ensure B2B clients achieve their goals and can demonstrate clear ROI from Puzzler products.
• Deliver increased B2B client retention and lifetime value.
• Drive increased engagement and growth among our B2C digital audiences.

Responsibilities

• Build and manage strategic relationships with B2B clients, acting as a trusted partner.
• Proactively identify risks and opportunities to improve customer retention and account growth.
• Analyse customer behaviour, engagement and value to uncover actionable insights.
• Translate insights into clear recommendations that improve performance and inform strategy.
• Work with product teams to prioritise and deliver improvements based on customer needs, insight and commercial value.
• Balance user needs with business objectives when making recommendations.
• Contribute to digital and customer strategy, aligning customer success activity with commercial goals and portfolio priorities.
• Identify opportunities to use new tools, automation and AI to improve customer insight, engagement and operational efficiency.

Skills

• Strong relationship-building skills, with the ability to quickly establish credibility with clients from different industries and backgrounds.
• Excellent analytical skills, with the ability to turn data into actionable insights and recommendations.
• Strong communication and stakeholder management skills.
• Effective collaboration with product, technology, marketing and commercial teams.
• Excellent CRM discipline and experience using CRM and marketing platforms (HubSpot preferred).
• Understanding of the publishing industry (desirable).

Experience

• Experience in customer success, customer experience, account management or a similar client-facing role within SaaS or B2B digital products.
• Demonstrable experience using analytics and customer data to drive retention, engagement or growth.
• Experience of planning, running and evaluating marketing campaigns (desirable).

Closing date for applications: 15th October 2026 at 5pm