Customer Success Manager

Our Customer Success Manager will be the primary point of contact for clients of Burlington Media’s corporate subscription business units – Unicorn and Legal Support Network. You will be pioneering the CS function at Burlington Media, building the foundations for the discipline to play an increasingly powerful role into the future. The CSM will play a pivotal role in ensuring customers derive maximum value from their subscriptions. This individual will be responsible for onboarding, retention, proactive engagement and addressing any challenges clients encounter. The role requires a strong understanding of the business areas, excellent communication skills, and the ability to maintain lasting customer relationships to drive satisfaction, loyalty, and renewal rates.

Reward: £32,000-£40,000pa plus bonus

Key responsibilities:

• Onboarding and Education: Guide new clients through the onboarding process, ensuring they understand how to access and use the services effectively. Develop and update client onboarding materials (guides, tutorials, webinars) to streamline education and engagement. Offer personalised onboarding support for Unicorn accounts and where needed for LSN.
• Customer Retention and Relationship Management: Build and nurture relationships with existing clients, ensuring their ongoing satisfaction and engagement with the service. Monitor subscription renewal dates, initiate proactive outreach to manage renewals, and address any concerns or reasons for potential churn. Work with wider team to develop strategies to increase client retention.
• Customer Feedback and Advocacy: Collect feedback from clients to understand their needs, preferences, and challenges with the service. Act as a liaison between clients and internal teams to ensure client feedback is considered in product updates or improvements. Identify potential customer advocates and develop case studies, testimonials, or referral programs.
• Issue Resolution and Support: Respond to and resolve client inquiries and issues promptly, either directly or by collaborating with internal teams. Maintain clear and concise records of customer interactions, ensuring a personalised experience and consistent follow-up.
• Data Analysis and Reporting: Gather and track key performance indicators (KPIs) such as customer satisfaction scores, retention rates and engagement metrics. Regularly report on customer success metrics to business leadership, highlighting trends and recommending actions to improve customer satisfaction and retention. Analyse customer behaviour to identify opportunities for upselling or cross-selling additional services.
• Content and Value-Add Initiatives: Ideate and deliver initiatives like newsletters, webinars, or exclusive content for subscribers, helping them get the most value from their subscriptions.
• Subscription Optimisation: Proactively identify opportunities where customers could benefit from additional subscription features or services. Work closely with sales or product teams to ensure customers are informed about relevant upgrades, new features, or changes in the service offering.

Required Skills and Qualifications:

• Organisation and Time Management: Able to manage multiple clients, prioritise tasks effectively, and meet deadlines without direct supervision.
• Strategic Thinking: Able to project forward in time to predict and account for challenges, opportunities and client needs, and act proactively.
• Customer Relationship Management: Proven experience in maintaining client relationships and improving satisfaction.
• Problem Solving: Ability to assess client needs, resolve issues, and offer solutions proactively.
• Communication: Strong verbal and written communication skills to explain complex information in a clear and concise manner.
• Technical Proficiency: Comfortable using CRM software (Salesforce experience would be ideal), email marketing platforms, survey systems and other tools for managing customer interactions and tracking success metrics.
• Initiative: A proactive, self-starting attitude, with the ability to work independently and identify areas for improvement.
• Industry Knowledge: An understanding of B2B media and/or the legal sector, and how clients in these areas use the data or insights for decision-making, would be desirable but not essential.

Key Performance Indicators (KPIs):

• Subscription renewal and retention rates.
• Customer satisfaction scores.
• Customer engagement levels (content provision, email engagement, product use).
• Churn rates and retained/lost client feedback.
• Response and resolution times for client issues.

This role will be crucial to building a loyal client base across the brands, ensuring long-term growth, and contributing to the overall success of the company’s subscription offerings.