Strategic Customer Success Manager – Digital Publishing

Constant Recruitment Ltd; Ashford; Hybride; GBP 60 000 - 65 000; Plein temps

Résumé du poste

Constant Recruitment Ltd is partnering with an established digital publishing software company in Ashford, Kent, offering a hybrid role with 2 days in the office and 3 from home. The Customer Success Manager will own a portfolio of publishing clients, ensuring they gain maximum value from the software.

You will lead business reviews, renewals, monitor usage and feedback, and coordinate onboarding with cross-functional teams. Experience in publishing or media is a plus.

Qualifications

• At least three years in Customer Success or similar client-facing role.
• Experience retaining clients and growing accounts.
• Comfortable managing a portfolio and renewals.
• Experience with publishing or media is useful.
• Experience with international clients is a plus.

Responsabilités

• Manage a portfolio of publishing clients and build relationships with editorial, digital, product and commercial teams.
• Understand client objectives and create clear plans to maximise product value.
• Monitor usage, feedback and support trends to identify risks and take action early.
• Lead regular business reviews, renewal conversations, and discuss next priorities.
• Coordinate onboarding and product rollouts with project, technical and product teams.
• Take ownership of escalated issues and keep clients informed during resolutions.
• Share client feedback to help shape product improvements.
• Support junior colleagues and help improve customer success processes.

Connaissances

Communication skills

Presentation skills

Renewals experience

Account growth

Cross-functional collaboration

Outils

Salesforce

Zendesk

Jira

Description du poste

Constant Recruitment Ltd is partnering with an established digital publishing software company in Ashford, Kent, offering a hybrid role with 2 days in the office and 3 from home. The Customer Success Manager will own a portfolio of publishing clients, ensuring they gain maximum value from the software.

You will lead business reviews, renewals, monitor usage and feedback, and coordinate onboarding with cross-functional teams. Experience in publishing or media is a plus.