At a Glance
- Tasks: Manage high-value accounts and build strong relationships with clients.
- Company: Russell Publishing, a supportive and inclusive workplace.
- Benefits: Up to £45,000 salary, hybrid working, pension, and personal development opportunities.
- Other info: Enjoy a flexible environment with great career growth and company events.
- Why this job: Join a dynamic team and make a real impact on client success.
- Qualifications: 3 years in account management or customer service in B2B.
The predicted salary is between 40000 - 45000 € per year.
Up to £45,000 per annum depending on experience. Location: Russell Publishing operates a hybrid working policy, with the ability to work from home up to 3 days per week. Our office is located in Brasted, Kent.
We are recruiting a Customer Success Manager to join our team, to manage a portfolio of high-value accounts, building deep trust and loyalty with key clients to strengthen their commitment to our brands and solutions. To succeed in the role, you will be commercially minded, require strong communication, customer service and relationship building skills along with the ability to manage multiple accounts and projects simultaneously. The successful applicant should have a minimum of 3 years’ experience working in account management, or a customer service role within a B2B environment.
Key Responsibilities:- Steer customer satisfaction through proactive management of performance metrics, service quality, and delivered value.
- Drive high levels of retention and foster growth through strategic relationship management and value delivery.
- Identify and nurture opportunities for account growth, working in collaboration with internal stakeholders to enable upselling, cross-selling, and service expansion.
- Coordinate centralized account management across key functions—including Sales, Marketing, Content, Client Services, and Finance—to ensure seamless communication, alignment, and delivery of campaigns and projects.
- Prepare and maintain account health reports, highlighting performance, opportunities, and areas for improvement.
- Conduct regular account health checks to monitor performance, satisfaction, and alignment with customer objectives.
- 3 years’ experience working in account management, or a customer service role within a B2B environment.
- Demonstrated success managing high-value or strategic customer accounts.
- Strong understanding of marketing services, ROI measurement, and client success metrics.
- Excellent interpersonal skills – clear and confident communicator at all levels.
- Exceptional organisational and planning skills with flexibility to adapt to changes.
- Strong Excel skills including the ability to produce reports.
- Excellent communication skills.
- Develop and maintain strong working relationships.
- IT skills in Microsoft Office, including Word and Excel.
- Understanding of CRM systems.
- Hybrid working (2 days in the office).
- Pension contribution.
- Free car parking.
- Benefits platform with discounts, wellness and engagement tools.
- Christmas closure.
- Company events.
Due to the nature of our location, applicants will require their own vehicle to travel to work.
Customer Success Manager employer: Russell Publishing
Russell Publishing is an exceptional employer that prioritises a supportive and flexible work environment, allowing for hybrid working arrangements that enhance work-life balance. With a strong commitment to employee development, the company offers numerous opportunities for personal and professional growth, alongside attractive benefits such as pension contributions and wellness tools. Located in the picturesque Brasted, Kent, employees enjoy a collaborative culture that fosters strong relationships and encourages innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching the company and its values. Show us that you understand what makes Russell Publishing tick and how you can contribute to their success.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with managing high-value accounts and driving customer satisfaction. We want to hear how you can make an impact!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show us that you’re genuinely interested in the role.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Success Manager role. Highlight your experience in account management and customer service, especially in a B2B environment. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how you can drive retention and growth. Be sure to mention any specific achievements that demonstrate your ability to manage high-value accounts.
Showcase Your Communication Skills:As a Customer Success Manager, strong communication is key. In your application, make sure to convey your interpersonal skills clearly. We love seeing examples of how you've built relationships and communicated effectively with clients in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Russell Publishing
✨Know Your Accounts
Before the interview, research the company’s key clients and their industries. Understanding their needs and challenges will help you demonstrate how you can build trust and loyalty with high-value accounts.
✨Showcase Your Communication Skills
Prepare to discuss specific examples of how you've successfully managed client relationships in the past. Highlight your ability to communicate clearly and confidently, as this is crucial for a Customer Success Manager role.
✨Demonstrate Your Organisational Skills
Be ready to talk about how you manage multiple accounts and projects simultaneously. Share strategies or tools you use to stay organised and ensure that all client needs are met efficiently.
✨Familiarise Yourself with Metrics
Brush up on key performance metrics related to customer success and account management. Be prepared to discuss how you’ve used data to drive retention and growth in previous roles, as this will show your commercial mindset.
