Customer Success Manager

Situation Publishing Ltd; San Francisco (CA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work schedule

Medical & Dental health package

401(k)

Job summary

Situation Publishing Ltd in San Francisco is seeking a Customer Success Manager to own end-to-end delivery of client campaigns, coordinating across editorial, design and ad ops to ensure on-time, high-performance programmes.

You will be the primary client contact, manage expectations, and build strong relationships with senior marketers at enterprise technology brands, while keeping Salesforce records accurate and reporting results to drive improvements.

Qualifications

• Experience managing client accounts or campaign delivery in B2B media, publishing, marketing services or an agency
• Genuinely service minded with reliability and responsiveness
• Methodical about dates, volumes and deliverables
• Confident communicating with senior marketers at large tech companies
• Comfortable with systems; Salesforce experience helps, though training will be provided

Responsibilities

• Own a portfolio of live client campaigns end to end, from kick off to final reporting, handling multiple deadlines
• Be the client's day-to-day contact, build relationships, set expectations, and keep clients informed
• Collaborate with editorial, design and ad operations to produce, schedule and go live with assets
• Track delivery against contracted volumes, identify shortfalls early, and agree fixes with the client
• Maintain accurate Salesforce records so commercial, finance and client work from a single source of truth
• Produce end-of-campaign reporting and use insights to improve future programmes

Skills

Client management

Campaign delivery

Service minded

Attention to detail

Stakeholder communication

Relationship building

Tools

Salesforce

Job description

Situation Publishing, publisher of The Register

Situation Publishing works with the largest names in enterprise technology. Our clients buy lead generation, sponsored content, display and research programmes, and they judge us on whether those programmes land on time and perform. The Customer Success Manager is the person who makes sure they do.

Role Overview:

As Customer Success Manager you are the person clients deal with from the moment a campaign is signed. You own delivery across lead generation, sponsored content, display and research, running several campaigns at once and keeping every one on schedule. Clients judge us on whether their programmes land and perform. You are the reason they do, and the reason clients return.

Responsibilities:

• Own a portfolio of live client campaigns end to end, from kick off through to final reporting, running several at once against competing deadlines.
• Be the client's day to day contact. Build the relationship, set clear expectations, and keep clients informed before they have to ask.
• Work with editorial, design and ad operations colleagues to get assets produced, scheduled and live against an agreed calendar.
• Track delivery against contracted volumes, spot shortfalls early, and agree the fix with the client rather than reporting the problem after the fact.
• Keep campaign records accurate in Salesforce so the commercial team, finance and the client all work from the same picture.
• Produce end of campaign reporting clients trust, and use what it shows to improve the next programme.

What we are looking for:

• Experience managing client accounts or campaign delivery, ideally in B2B media, publishing, marketing services or an agency.
• Genuinely service minded. Responsive, reliable, and the sort of person clients never have to chase.
• Methodical about detail. Dates, volumes and deliverables are the job.
• Confident with senior marketers at large technology companies, including when the news is not what they wanted to hear.
• Comfortable with systems. Salesforce experience helps, though we will train the right person.

What we offer:

A small, senior team where your work is visible and your judgement is trusted. Direct exposure to some of the best known brands in enterprise technology. Real scope to shape how we deliver as we build the function out.

• Hybrid work schedule.
• Health package: Medical & Dental.
• 401(k).