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: Flexible environment with great career development and company events.
- Why this job: Make a real impact by driving customer satisfaction and account growth.
- Qualifications: 3 years in account management or B2B customer service, strong communication skills.
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.
We are committed to ensuring everyone feels included, valued and appreciated and we offer a supportive, flexible working environment, amazing opportunities for personal and professional development. Other benefits also include:
- Hybrid working (2 days in the office)
- Pension contribution
- Free car parking
- Benefits platform with discounts, wellness and engagement tools
- Christmas closure
- Company events
Application: Due to the nature of our location, applicants will require their own vehicle to travel to work.
Customer Success Manager in Kent employer: Russell Publishing
Russell Publishing is an exceptional employer that prioritises a supportive and inclusive work culture, offering a hybrid working policy that allows for flexibility with up to three days of remote work each week. Employees benefit from a strong focus on personal and professional development, alongside perks such as a pension contribution, free car parking, and a comprehensive benefits platform. Located in the picturesque Brasted, Kent, our team thrives in a collaborative environment that fosters growth and innovation, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Kent
✨Tip Number 1
Network like a pro! Reach out to current employees at Russell Publishing on LinkedIn. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by researching common Customer Success Manager scenarios. Think about how you’d handle account growth or customer satisfaction challenges, and be ready to share your experiences.
✨Tip Number 3
Show off your skills! Bring examples of reports or metrics you've managed in previous roles. This will demonstrate your ability to drive performance and manage accounts effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Customer Success Manager in Kent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly 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 our needs!
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 for our clients. Be genuine and let your personality come through.
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to manage high-value accounts. Numbers speak volumes, so if you've improved customer satisfaction or driven growth, let us know!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen to join 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 how the company’s solutions can benefit them will show your commercial mindset and readiness to manage high-value accounts.
✨Showcase Your Communication Skills
Prepare examples of how you've successfully built relationships with clients in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses, highlighting your strong interpersonal skills and ability to communicate effectively at all levels.
✨Demonstrate Organisational Skills
Be ready to discuss how you manage multiple accounts and projects simultaneously. Share specific tools or methods you use to stay organised, such as CRM systems or Excel for reporting, to illustrate your exceptional planning abilities.
✨Prepare for Account Health Checks
Familiarise yourself with performance metrics and client success metrics relevant to the role. Be prepared to discuss how you would conduct account health checks and what indicators you would monitor to ensure customer satisfaction and retention.
