Head of Customer Success & Editorial Operations

Story Terrace Inc.; Greater London; Hybrid; GBP 42,000 - 45,000; Full time

Benefits offered by this job

EMI option scheme

25 vacation days + 8 bank holidays

Pension (4% employer + 4% employee)

Private healthcare

Hybrid work model

Job summary

StoryTerrace is seeking a proven people leader to manage a frontline team of Project Managers and a Customer Success Agent across the UK and US. You will mentor, coach and drive performance using dashboards, 1:1s, and client feedback, ensuring projects stay on track and clients remain highly satisfied.

You will balance workload, uphold service levels, guide escalation handling, and continuously refine processes to scale our editorial-led book production business.

Qualifications

• Line-manage a team, ideally remote or spread across locations, and own hiring, performance conversations, and development.

Responsibilities

• Lead front-line Project Managers and a Customer Success Agent across UK and US.
• Coach team using data dashboards, 121s, and client ratings to drive results.
• Manage metrics: upgrades, extensions, downgrades, cancellations, payments, and Trustpilot scores.
• Balance workload to meet service levels from response times to project milestones.
• Handle escalations and difficult client conversations with calm leadership.
• Train and update processes to reflect best practices.

Skills

Team leadership

Customer service

Project management

Editorial production knowledge

Data-driven

Communication adaptability

Feedback culture

G-suite

HubSpot

Experience with US market

Tools

G-suite

HubSpot

Claude

Job description

StoryTerrace is seeking a proven people leader to manage a frontline team of Project Managers and a Customer Success Agent across the UK and US. You will mentor, coach and drive performance using dashboards, 1:1s, and client feedback, ensuring projects stay on track and clients remain highly satisfied.

You will balance workload, uphold service levels, guide escalation handling, and continuously refine processes to scale our editorial-led book production business.