CSM Manager in London

The Customer Success Manager (CSM) 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 Customer Success (CS) function at Burlington Media, building the foundations for the discipline to play an increasingly powerful role into the future of the business. Because of the nature of the products/services being delivered this role would suit an experienced account manager who’s worked alongside CS in the past and understands the discipline a CS professional who’s worked in a more service-oriented business/product environment, or in a small market/large value B2B tech environment where direct client contact was vital and frequent The CSM will play a pivotal role in ensuring customers derive maximum value from their subscriptions. 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. Guide new clients through the onboarding process, ensuring they understand how to access and use the services effectively Offer personalised onboarding support for Unicorn and LSN accounts Customer Retention and Relationship Management Build and nurture relationships with existing clients, with priority for highest-revenue-generating/most valuable LTV accounts, ensuring their ongoing satisfaction and engagement with the services Use and if necessary develop analytics to monitor subscription renewal rate and likelihood, and initiate proactive outreach to manage renewals based on time-to-renewal, addressing any concerns or reasons for potential churn Setting up quarterly business reviews and more regular/higher cadence meetings (online and if necessary in-person) to keep in touch with and understand the satisfaction of clients Identify potential customer advocates and develop case studies, testimonials, or referral programmes to drive new business, upsell/cross-sell and renewals Collect regular structured feedback from clients to understand their satisfaction, needs, preferences, and challenges with the service Issue Resolution and Support Data Analysis and Reporting Regularly report on customer success metrics to business leadership, highlighting trends and recommending actions to improve customer satisfaction and retention Use effectively and if necessary develop tools to gather and track key performance indicators (KPIs) such as customer satisfaction scores, retention rates and engagement metrics, as well as product-specific KPIs such as engagement success with clients’ marketing and content Analyse customer behaviour to identify opportunities for upselling or cross-selling additional services Collate and feed back to clients marketing success analytics where appropriate 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 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 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 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) ~ 1 score surveys per client where appropriate ~ Onboarding success – specifically customer usage/engagement with 14/30/60 days of contract start 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. Opportunity for professional growth and development within a supportive team environment. Access to industry-leading events and an exciting portfolio of brands. This role reports directly to the Commercial director and works closely with teams across sales, product design, marketing, and content production. Competitive salary and commission • 25 days annual leave, plus your birthday off, and Christmas Eve • Generous Westfield health cover for everyday healthcare • Auto-enroll pension plan with BMG matching up to 3% • Cycle to work scheme and commuter season ticket loan • Early finishes on Friday, even earlier on payday • Regular social activities, including free fortnightly online yoga and team outings • Free gym membership (Mortlake building) • Free eye tests • 20 tax free monthly subsidy towards phone and Wi-Fi expenses