Publishing SaaS — Customer Success Manager (Hybrid)

The JobsBoard; Ashford; Hybrid; GBP 43,000 - 56,000; Full time

Benefits offered by this job

Hybrid work pattern

Job summary

The JobsBoard is seeking a Customer Success Manager to manage a portfolio of publishing clients in Ashford, Kent. This role is hybrid (2 days in the office, 3 from home) and focuses on renewals, growth, onboarding, and delivering maximum value from our digital publishing software.

You will build relationships across editorial, digital, product and commercial teams, monitor usage and lead business reviews to ensure client satisfaction while identifying opportunities for expansion.

Qualifications

• At least three years' experience in Customer Success, Account Management or a similar client-facing role, ideally within software, SaaS or technology.
• Experience retaining clients, developing relationships and supporting account growth.
• Comfortable taking responsibility for a portfolio of accounts and driving renewal conversations.
• Strong communication and presentation skills with senior client contacts.
• Collaborative approach to working with sales, support, product and technical colleagues.

Responsibilities

• Manage a portfolio of publishing clients and build relationships with editorial, digital, product and commercial teams.
• Create plans based on client objectives to maximise value from the software.
• Monitor usage, feedback and support trends to identify risks and act early.
• Lead regular business reviews and demonstrate client value to set priorities.
• Lead renewal conversations and identify opportunities to grow accounts.
• Coordinate onboarding and product rollouts with project, technical and product teams.
• Own escalated issues and keep clients informed during resolutions.
• Gather client feedback to inform product improvements.
• Support junior colleagues and help improve customer success processes.

Skills

Communication

Renewals

Data-driven value

Organisation

Cross-functional collaboration

Tools

Salesforce

Zendesk

Jira

Job description

The JobsBoard is seeking a Customer Success Manager to manage a portfolio of publishing clients in Ashford, Kent. This role is hybrid (2 days in the office, 3 from home) and focuses on renewals, growth, onboarding, and delivering maximum value from our digital publishing software.

You will build relationships across editorial, digital, product and commercial teams, monitor usage and lead business reviews to ensure client satisfaction while identifying opportunities for expansion.