Customer Success Manager

Pugpig; London; Hybrid; GBP 30,000 - 60,000; Full time

Job description

About the Role

Are you a customer-obsessed individual looking for your next exciting role in a scaling company? Would you like to work with some of the world's leading media brands as their trusted advisor on all things digital publishing? As a Customer Success Manager at Pugpig, you’ll work with customers throughout their product journey, from setting goals and onboarding, to conducting regular business reviews and delivering product updates. You’ll be the go-to person to set and deliver on our customers’ digital publishing strategy, and be responsible for our customers' success when using our product.

This is a particularly important role to support our continued growth across Europe and wider markets.

Key responsibilities:

1. Demonstrate best-in-class Customer Success principles and operational effectiveness.
2. Be responsible for key customer retention and growth targets, working alongside our Customer Support and Product teams to consistently improve customer satisfaction targets.
3. Be your customers’ day-to-day contact for all things Pugpig.
4. Create an exceptional onboarding experience for new customers - on time and on budget.
5. Work with customers to set goals for their Pugpig app(s) and carry out regular business reviews to ensure we are doing everything we can to contribute to and be a part of their success.
6. Be data driven in your approach, working closely with our consulting team to make sure customers understand how their app and/or site(s) are performing against industry benchmarks and making sure we can always measure and enhance their success with our products.
7. Effectively manage projects with multiple stakeholders, work alongside our technical Project Managers to deliver larger custom projects and help to manage smaller, out-of-the-box projects alongside the Customer Support team.
8. Stay on top of our product roadmap and ensure your customers are kept up to date with the latest product features and versions.
9. Work closely with the product team to provide valuable input and insights based on discussions with your customers.
10. Ensure customer feedback is incorporated into our product roadmap.
11. Deliver technical and product training to customers and, where necessary, training on third-party tools (e.g. basic analytics, push notifications).
12. Maintain records in our customer success platform, Planhat.
13. Work with our sales team to help identify opportunities for growth within accounts.
14. Own and manage the Pugpig software licence renewal process.
15. Build expertise around the publishing industry, and our customers, including understanding the different stakeholders within a business.
16. Building and developing internal processes that will help us scale the team and brilliant work we do.

About Pugpig

• We are the best mobile publishing platform on the market and we work with the world's best media companies.
• We work in close partnership with our customers to conceive, evolve, customise and operate our platforms, so they can focus on their core business.
• Our platforms power 400 apps for hundreds of the biggest publishers in the world including The Boston Globe, The Independent, New Scientist, The Minnesota Star Tribune, The Spectator, Condé Nast, Reach, DMG Media, Hearst and many more.
• We work with news media, consumer magazines, B2B publishers and membership organisations.
• Our teams in London and New York offer deep expertise and support to customers around the world.

Working at Pugpig

Here are some of the things you’ll experience if you come and join us:

• You’ll be working with the world’s best media companies.
• Alongside an awesome, vibrant team of technology professionals.
• With a set of values that puts an emphasis on quality of life for all of our team members.
• Hybrid working and shorter days on Wednesdays and Fridays.
• Performance-related bonus scheme.
• Wellbeing support and healthcare options.
• Volunteering days every year so that you can support a charity that’s close to your heart.
• Training and conference budgets that help you stay on the top of your game.
• Loads of team social activities.

Our values

• Be the solution: We take the initiative and seek to solve problems with creativity.
• Make tomorrow better: We think critically about what will deliver our goals and improve tomorrow; our future selves will thank us.
• Zoom out: We think big picture and look beyond our immediate field of vision.
• Be kind: We communicate with kindness, openness and respect; we approach interactions with a positive and supportive attitude.
• Enjoy the ride: We have fun and prioritise quality of life, even when we’re up against it.

About you:

You’ll become an expert in our products and services, understanding how they can solve our customers’ problems. You’re certainly tech savvy, with a genuine interest in software development and products. If you have experience or an interest in publishing, all the better. You’re able to juggle multiple priorities and be keen to make a difference in a small, dynamic company.

You’ll have these skills and qualities:

• Customer-centric - you love speaking to customers, building relationships, listening and understanding customers’ problems.
• Excellent verbal and written communication skills.
• Analytical, organised, and solution-oriented.
• Helpful, positive attitude and commitment to find an alternative if what a customer first asks for isn’t possible.
• Great at problem solving and overcoming challenges creatively.
• Enjoy collaborating and working within a team to attain goals.
• Adept at juggling multiple competing priorities.
• A desire to learn continuously, pick up new skills and get to know new technologies.
• Happy working in a busy and buzzy environment.

If this role sounds like a great fit, get in touch with us, we’d love to hear from you!

Pugpig is committed to promoting an inclusive culture. We believe that diversity leads to a happier and more productive working environment.

We welcome suitably qualified applicants from all different backgrounds.

Please let us know if you have additional requirements. We are happy to make the necessary accommodations so that we can facilitate a positive recruitment process.