At a Glance
- Tasks: Manage customer journeys and enhance client satisfaction in a dynamic media environment.
- Company: Join Aspermont, a global leader in B2B media with a rich publishing legacy.
- Benefits: Enjoy flexible working, competitive salary, and access to exciting office perks.
- Other info: Collaborative culture with opportunities for professional growth and development.
- Why this job: Make a real impact by driving customer success in a fast-paced industry.
- Qualifications: Experience in customer success and strong communication skills are essential.
The predicted salary is between 40500 - 49500 £ per year.
ABOUT ASPERMONT
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 1st 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 , Hub Spot, 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.
- Experience in B2B Media industry would be advantageous
- 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.
Demonstrate Aspermont Values - Collaborative, Innovative, Responsible, Agile, Brave & Enthusiastic
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 We Work 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.
Applicants must have the legal right to work in the UK. Unfortunately, we are unable to offer visa sponsorship for this role
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Customer Success Manager - Media Sales - Maternity Cover in London employer: Aspermont
Aspermont is an exceptional employer that fosters a dynamic and collaborative work culture, offering flexible remote working options to support a healthy work-life balance. Employees benefit from opportunities for professional growth through engagement with industry leaders and participation in high-profile events, all while contributing to impactful content in the mining sector. With a commitment to innovation and multimedia expansion, Aspermont provides a rewarding environment for those passionate about journalism and technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Media Sales - Maternity Cover in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aspermont. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aspermont before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Media Sales - Maternity Cover in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aspermont:Your cover letter is your chance to shine! Tell us why you want to work at Aspermont specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aspermont!
How to prepare for a job interview at Aspermont
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
