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For Companies At a Glance
- Tasks: Support users, resolve issues, and enhance customer satisfaction for The Social History Archive.
- Company: Join a forward-thinking team at DC Thomson, dedicated to user success.
- Benefits: Flexible working hours, competitive pay, and opportunities for professional growth.
- Why this job: Make a real difference by helping researchers maximise their experience with our platform.
- Qualifications: Experience in higher education, strong communication skills, and a knack for problem-solving.
- Other info: Be part of a supportive team that values empathy and collaboration.
The predicted salary is between 28800 - 48000 ÂŁ per year.
Join to apply for the Customer Support & Success Manager role at DC Thomson.
ABOUT THE ROLE
The Customer Support & Success Manager is a critical addition to The Social History Archive’s growth plans because they ensure that every institution, researcher, and subscriber gains maximum value from the platform. By combining proactive onboarding, training, and ongoing engagement, this role strengthens customer satisfaction and retention—key levers for subscription revenue growth. They act as the vital bridge between users and internal teams, translating feedback into actionable product improvements and identifying opportunities for upselling or expanding institutional licences. In a market built on trust, expertise, and long-term relationships, a dedicated support and success function enables The Social History Archive to drive advocacy, reduce churn, and scale sustainably through enhanced customer experience and measurable impact.
KEY RESPONSIBILITIES
- User support and issue resolution
- Provide timely assistance to researchers, academics, and other users in navigating the archive platform.
- Respond to inquiries related to access, usage, and technical issues; elevate complex cases as needed.
- Maintain accurate records of customer interactions and feedback.
- Onboard new users and institutions, ensuring they receive appropriate training and resources to fully utilise archive features.
- Build strong, trusting relationships with users, proactively engaging to understand their research goals and challenges.
- Monitor platform usage and satisfaction metrics to identify opportunities for improved support or additional training.
- Advocate for user needs internally, relaying feedback to product, technical, and content teams to inform platform enhancements.
- Develop and implement support procedures tailored to the unique needs of historical researchers and academic institutions.
- Analyse user feedback and usage data to identify trends, inform best practices, and drive continual service improvement.
- Report on support and satisfaction KPIs to leadership, contributing to organisational goals and resource planning.
SKILLS/EXPERIENCE
- Experience working in the higher education / academic sector.
- Excellent communication and interpersonal abilities.
- Strong analytical and problem‑solving skills, particularly with academic or archival platforms.
- Experience with customer support tools, CRMs, and digital resource environments.
- Empathy and patience in assisting users of varied technical backgrounds.
- Ability to collaborate cross‑functionally, especially with technical, product, and sales/marketing teams.
- Core skills: Consultancy, Customer engagement and loyalty, Customer experience, Customer service support, Data analytics.
BEHAVIOURS
- Lead with empathy and active listening – These build trust quickly, helps customers feel heard, and surfaces the real underlying issue so solutions are better targeted and more effective.
- Communicate clearly and calmly – Plain, jargon‑free language and steady tone reduce confusion and anxiety, which is crucial when customers are under time pressure or facing service disruption.
- Ask clarifying questions before acting – Thoughtful probing avoids misdiagnosis, prevents rework, and ensures that any fix or recommendation maps to the customer’s actual goals and constraints.
- Be proactive and organised – Using data and patterns to anticipate issues and prioritise work means fewer surprises for customers and more consistent, reliable service delivery.
- Follow through relentlessly – Owning an issue end‑to‑end, with updates until full resolution, signals accountability and significantly strengthens satisfaction and loyalty.
- Use insight to improve the service – Capturing recurring themes and feeding them into product, content, and process changes steadily reduces friction and increases value for all customers over time.
- Act as an internal connector and advocate – Coordinating across teams on the customer’s behalf turns a fragmented organisation into a coherent experience, which is especially important in complex B2B environments.
To apply for this role, please follow our online application process and submit a CV and cover letter. We are an equal‑opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.
Closing date for applications: Monday, 21th January 2026.
Seniority level: Associate
Employment type: Contract
Job function: Customer Service and Consulting
Industries: Technology, Information and Media
Customer Support & Success Manager in London employer: DC Thomson
Contact Detail:
DC Thomson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support & Success Manager in London
✨Tip Number 1
Get to know the company inside out! Research DC Thomson and their Social History Archive. Understanding their mission and values will help you tailor your approach during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer support, being able to convey information clearly and calmly is key. Try role-playing common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved issues or improved customer satisfaction. Be ready to share these stories during your interview.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. This not only shows your enthusiasm but also keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Support & Success Manager in London
Some tips for your application 🫡
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for the Customer Support & Success Manager role. Highlight your experience in the higher education sector and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role is all about user support and relationship management, it's crucial to demonstrate your excellent communication abilities. Use clear, jargon-free language in your application to reflect how you would interact with our users.
Highlight Your Problem-Solving Skills: We love candidates who can think on their feet! Share examples of how you've tackled challenges in previous roles, especially in customer support or academic environments. This will show us you're ready to handle the complexities of our platform.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your CV and cover letter, and it ensures you’re considered for the role. We can't wait to see what you bring to the table!
How to prepare for a job interview at DC Thomson
✨Know the Platform Inside Out
Before your interview, make sure you’re familiar with The Social History Archive platform. Understand its features, user interface, and common issues users face. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Empathy Skills
Since this role requires a lot of interaction with users, be prepared to demonstrate your empathy and active listening skills. Share examples from your past experiences where you successfully resolved customer issues by understanding their needs and concerns.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of specific situations where you had to troubleshoot a technical issue or improve customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Highlight Your Analytical Skills
The role involves analysing user feedback and usage data. Be ready to discuss how you’ve used data analytics in previous roles to drive improvements or inform decisions. This will show that you can contribute to the strategic leadership aspect of the position.
