Customer Success 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. This individual will be responsible for onboarding, retention, proactive engagement and addressing any issues 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.

Key responsibilities:

Onboarding and Education

• Guide new clients through the onboarding process, ensuring they understand how to access and use the services effectively
• Continuously improve and create client onboarding materials (guides, tutorials, webinars) where necessary
• 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
• Work with wider team to develop strategies to increase client retention

Customer Feedback and Advocacy

• 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
• Act as a liaison between clients and internal teams to ensure client feedback is considered in product updates or improvements

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

• 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

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 – specifically the % of clients who’ve given satisfaction scores within 30/60/90 days; gaining >1 score surveys per client where appropriate
• Client contact cadence success rates – % of QBRs and monthly meetings completed on time, etc
• 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.

Why Join Burlington Media Group?

• Opportunity for professional growth and development within a supportive team environment.
• A varied and engaging role with the chance to make a real impact.
• Access to industry-leading events and an exciting portfolio of brands.

Reporting Lines

This role reports directly to the Commercial director and works closely with teams across sales, product design, marketing, and content production.

Reward

Structured commission pot subject to achievement of KPI's

Benefits include;

• 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

• Commit a working day to charity each year on us

• Early finishes on Friday, even earlier on payday

• A well-stocked fridge, plenty of snacks (some healthy, some not so healthy)

• Regular social activities, including free fortnightly online yoga and team outings

• Free gym membership (Mortlake building)

• Free eye tests

• Free flu jab

• £20 tax free monthly subsidy towards phone and Wi-Fi expenses