At a Glance
- Tasks: Build relationships, analyse data, and drive customer engagement for a beloved puzzle brand.
- Company: Join Puzzler, a fun and creative company with over 50 years of heritage.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Collaborative culture focused on innovation and customer satisfaction.
- Why this job: Make a real impact by shaping customer experiences and driving business success.
- Qualifications: Experience in B2B customer success and strong analytical skills required.
Puzzler, part of DC Thomson, is looking for a commercially minded and data-driven Customer Success Manager to help shape the future growth of one of the UK's most loved puzzle brands.
This is a unique opportunity for someone who loves building relationships, uncovering insights from data, and seeing the direct impact of their work. You'll spend your time talking to clients, understanding what drives customer engagement, and using evidence and experimentation to turn great ideas into measurable results.
Working across both our B2B and B2C audiences, you'll help partners get maximum value from our products while identifying opportunities to grow engagement, retention and revenue. Whether you're analysing customer behaviour, marketing a new product feature, or having a conversation with a client about their goals, you'll play a pivotal role in helping Puzzler continue to evolve and thrive in the digital world.
With more than 50 years of heritage, Puzzler creates puzzles enjoyed by millions through newspapers, magazines, websites, apps and iconic brands including The Sunday Post, Stylist and Beano. It's a fun, creative business with ambitious growth plans – and this new role will be right at the heart of them.
Puzzler already has an established portfolio of B2B customers generating more than £1m in annual revenue, alongside a growing digital audience of puzzle enthusiasts. We're looking for someone who can combine strong relationship-building skills with a passion for data and customer insight to unlock the next phase of growth.
You’ll be the voice of the customer, working closely with clients, product teams and marketers to understand what drives success and identify opportunities to increase engagement, retention and lifetime value. By blending customer conversations with analytics and experimentation, you’ll turn insight into action and help shape both commercial performance and customer experience. You’ll also have the chance to influence product development and marketing strategy, helping ensure that customer needs remain at the centre of everything we do.
Key responsibilities include:
- Customer Retention & Revenue Growth - Deliver increased client retention and lifetime value by embedding a structured customer success model that reduces churn and drives expansion revenue across the B2B portfolio.
- Customer Lifecycle & Engagement - Design and implement consistent onboarding, engagement and success planning processes that ensure customers achieve defined outcomes and realise value from Puzzler products.
- Digital Growth - Drive measurable growth in B2C audience and engagement through targeted digital marketing, content optimisation and experimentation across web and app channels.
Skills:
- Builds and manages strategic relationships with B2B clients, acting as a trusted partner.
- Proactively identifies risks and opportunities to improve retention and growth.
- Applies advanced data analysis to interpret customer behaviour, engagement and value.
- Translates insight into clear actions that improve performance and inform strategy.
- Plans and executes data-driven digital marketing initiatives.
- Uses segmentation, targeting and experimentation to increase engagement.
- Works with product teams to prioritise and deliver improvements based on customer insight and commercial value.
- Balances user needs with business outcomes.
- Contributes to digital and customer strategy, aligning customer success activity with commercial goals and portfolio priorities.
- Identifies opportunities to use new tools, automation and AI to improve customer insight, engagement and operational efficiency.
Experience:
- B2B customer success or account management in digital products
- Demonstrable experience of turning analytics into actionable insights
- Use of CRM and marketing platforms (e.g. HubSpot)
- Creating and evaluating the success of marketing materials
- Working across matrixed product, marketing and commercial teams
- Conducting user research through interviews, surveys, A/B testing and experimentation
- Understanding or awareness of the publishing industry and how it works
- An interest in puzzles
Behaviours that will help this role succeed:
- Being More Curious - Actively seeks customer insight through data, research and direct engagement. Challenges assumptions and uses evidence to shape decisions.
- Experiment with Purpose - Runs structured experiments to improve engagement, product performance and marketing effectiveness. Scales what works and stops what does not.
- Owning the Outcomes - Takes full accountability for retention, engagement and revenue outcomes. Tracks performance rigorously and takes action to close gaps.
- Being More Collaborative - Works across Digital, Product, Marketing and Client teams to deliver shared outcomes. Shares insight and best practice to improve performance across the portfolio.
- Owning the Customer Voice - Represents the customer in all decision-making forums. Ensures customer value central to product, marketing and commercial decisions.
- Driving Commercial Impact - Focuses activity on outcomes that improve revenue, retention and growth. Prioritises work that delivers measurable business value.
Closing date for applications: 11th August at 12:00noon
#J-18808-LjbffrCustomer Success Manager in London employer: Puzzler Media Ltd
Puzzler Media Ltd offers a dynamic and supportive work environment in Reigate, UK, where creativity and innovation thrive. As a Puzzle Content Editor, you'll benefit from a hybrid working model that promotes work-life balance, alongside opportunities for professional growth through collaboration with talented teams and the use of cutting-edge AI tools. Join us to be part of a company that values editorial excellence and fosters a culture of engagement and development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Puzzler Media Ltd. 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 Puzzler Media Ltd 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 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 Puzzler Media Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Puzzler Media Ltd 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 Puzzler Media Ltd!
How to prepare for a job interview at Puzzler Media Ltd
✨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.
