Customer Success Manager - Global, Media Sales in London

Aspermont (ASX: ASP) is a global leader in business-to-business (B2B) media, data, and intelligence services, with a 190-year publishing legacy and over 560 years of brand heritage across its flagship titles. The company serves critical global sectors—most notably mining, energy, and agriculture, through a portfolio of trusted brands including Mining Journal, Mining Magazine, and Farming Ahead.

Operating with a global network of over 100 journalists and analysts, Aspermont delivers premium content, data, intelligence, and marketing solutions to a professional audience in more than 190 countries. The company’s core business model is built on high-quality recurring revenue, with subscriptions now contributing over 66% of total revenue. Aspermont is headquartered in London, with offices in Australia, Brazil, the Philippines, and Singapore.

Over the past nine years, Aspermont has transformed from a traditional publishing model into a scalable digital platform business underpinned by proprietary technology and data infrastructure.

ABOUT THE SALES FUNCTION:

Aspermont’s global Sales function operates across Australia, Singapore, the UK, and the USA, supporting clients across the natural resources sector and beyond. The team partners with customers to deliver integrated media, digital, data, content, and event solutions, supported by a dedicated Customer Success function that ensures effective campaign delivery, client support, and ongoing customer engagement.

As our portfolio of solutions continues to evolve, the Customer Success team plays a key role in driving operational excellence and delivering a consistent customer experience globally. The Customer Success Manager will work alongside the Global Customer Success Manager to support the continued development of the function, sharing best practice across Media and Events services and helping to enhance how we support our clients.

YOUR ROLE:

Reporting to the Global Customer Success Manager, this is a 12 month fixed-term maternity leave cover role, with a preferred start date of 01 October 2026 . The Customer Success Manager will play a pivotal role in ensuring the success and satisfaction of our clients worldwide. The role is focused on managing and enhancing the customer journey, driving customer retention, and maximising the value our clients receive from our media and data services.

You will support the delivery of the Customer Services function globally, helping to lead a globally distributed team to provide a seamless and professional service to both our internal sales teams and external clients. You will oversee the contract generation process for proposed sales and support the successful delivery of campaigns across both Events and Media Services, ensuring best practice is shared across the teams to improve efficiency and deliver a consistent customer experience.

The role requires an individual who can work across multiple functions and locations within the business, including Editorial, Design, Finance and our freelance network. Influencing, upskilling and developing the team to deliver best-in-market customer service will be an ongoing requirement. You will be a strategic leader with a clear understanding of the business-to-business media industry and a proven track record of building and leading high-performing customer success teams.

Your duties will include, but are not limited to:

• Collaborating with cross-functional teams, including sales, marketing, subscriptions, events, to ensure a cohesive customer experience.
• Streamlining the Customer Success offerings across media sales and subscriptions.
• Management of the customer services teams, ensuring the team operates efficiently and client engagement is covered thoroughly and in a timely fashion.
• Train incoming staff and support existing staff on all dependant systems including Runmags , HubSpot, Workcast and reporting systems in Media.
• Provide day to day support to the Global Customer Success Manager and Global Sales Director on new initiatives and project development
• Strengthen relationship and communication between the global sales teams and Subscription sales teams.
• Establish an annual strategy to deliver upon the client, sales team and business needs.
• Leading in appropriate organisational design to support delivery.
• Providing support on Nexus-related deliverables
• Manage full workflow of our webcast and podcasts sold by the international sales team
• Work in collaboration with marketing to co-ordinate initiatives to promote our services to our client base
• Develop standards that are built around culture and delivering outstanding service levels to stakeholders
• Oversee the end-to-end execution of advertising and lead-generation campaigns.
• Monitor campaign performance and support optimization to achieve client KPIs.
• Identify opportunities for campaign expansion, renewals, and upsell opportunities.
• Address client concerns quickly and effectively, escalating when necessary.
• Provide insights and recommendations to improve client outcomes based on campaign data.
• Strong understanding of digital media, lead generation, and advertising campaign workflows.
• Contribute to refining internal processes that support an excellent client experience.
• Coordinate with third-party suppliers and freelancers, ensuring accurate billing and proactive cost tracking through our media and advertising cost sheets.
• To work with external suppliers and to manage costs and profitability of individual programs.
• To develop and deliver training and development plans for wider Customer Success team.
• To set and achieve key performance indicators (KPIs)

ATTRIBUTES AND EXPERIENCE YOU’LL HAVE TO BE SUCCESSFUL IN THIS ROLE:

• Previous experience in customer success and service management.
• Excellent verbal and written communication skills
• Demonstrable leadership skills, to develop, train and manage a small team.
• Ability to communicate complex ideas and solutions effectively to both internal teams and clients.
• Proven experience working collaboratively with cross-functional teams.
• Excellent understanding of Aspermont targeted industry sectors and relevant product offerings
• Highly analytical, with a keen eye for attention to detail and accuracy.
• High level customer service ethos and the ability to build client rapport
• Decisiveness in making strategic and operational decisions.
• Experience in designing and implementing effective onboarding processes.
• Experience in developing and executing customer success strategies.
• Clear understanding of data and content solutions to help assist our customers.
• Familiarity with customer relationship management (CRM) tools and other relevant technologies.
• Ability to leverage technology for efficient customer success operations.
• Excellent organisational skills to manage multiple projects simultaneously whilst ensuring standards and deadlines are met.

WORKING AT ASPERMONT:

We offer a flexible working approach, offering the opportunity to work both from home, and our London office. Whilst working from home, you will benefit from managing your day how you chose around your work priorities and meetings at the office, you’ll be able to benefit from the normal WeWork perks (free barista coffee, weekly events and classes, pool and foosball tables, and inspiring working spaces). Our contractual working hours are 37.5 hours per week.

Please note, applicants must have the legal right to work in the UK. Unfortunately, we are unable to offer visa sponsorship for this role.