Growth-Focused Customer Success Manager (B2B/B2C SaaS)

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

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.