Customer Success Manager

London (Hybrid) | Up to £45,000 + up to 20% bonus | Permanent, full time

About the company

My client is a well-established, specialist B2B media and events business serving a fast-growing area of the technology sector. Its industry news, learning programmes and events reach a highly engaged professional audience worldwide, and it is a trusted source of information for the people who invest in, build and run critical technology.

Technology companies that want to reach this audience partner with my client on targeted, multichannel marketing campaigns across media and events. Campaign results are reported through the company’s own sales-enablement platform, so clients can see the real impact on their pipeline.

They are now growing their Client Success team and want a relationship-focused Client Success Manager to help clients get the most from their partnership.

About the role

As Client Success Manager, you’ll own and develop relationships across a portfolio of media and events clients. Your job is to make sure each client’s objectives are understood, their campaigns are coordinated smoothly, and results and feedback are followed through.

This is a relationship-led role with a significant campaign-coordination and project-management element. You’ll be each client’s main point of contact, bringing together internal teams such as content, publishing and events to deliver a joined-up experience.

Importantly, this is not a sales role. There is no individual sales target. Success is measured by how well clients are looked after, how well they use the platform, and whether they choose to stay.

Key responsibilities

Client relationships

• Build strong, trusted relationships with your client portfolio and become their go-to contact
• Run regular check-ins to understand each client’s business objectives, priorities, target audiences and challenges
• Keep up to date with clients’ changing needs and the wider B2B marketing landscape, so you can make the right recommendations

Campaign coordination

• Coordinate campaign activity across internal teams, including content, publishing and events, from onboarding and planning through to go-live
• Make sure campaign deliverables are on track, well organised and delivered to agreed service levels
• Keep clients informed on campaign progress, results and recommended next steps
• Join up the client journey across media and events, so every client has one consistent experience

Retention and client health

• Monitor client experience and satisfaction, and spot risks or issues early
• Work proactively to avoid surprises at renewal and support long-term retention
• Encourage clients to make full use of the sales-enablement platform and show them how to get value from it

Feedback and reporting

• Gather client feedback and share it with the relevant internal teams to improve delivery and inform the wider proposition
• Use campaign metrics and reporting to have meaningful, data-informed conversations with clients
• Contribute ideas to improve client success processes and ways of working

About you

You’ll bring:

• Professional experience in a client-facing role, such as account management, B2B media sales, marketing or agency client services, or events
• The confidence to manage client conversations independently and credibly, including with senior B2B stakeholders
• A natural ability to build relationships and understand what clients really need
• Excellent organisation and project-management skills, with comfort juggling multiple campaigns and internal stakeholders at once
• Confidence working with metrics, reporting and client feedback, without losing sight of the overall client experience
• Clear, confident written and verbal communication

It would be great if you have:

• Experience in B2B media, publishing, events, marketing services or technology
• An understanding of how content, media, data and events work together in B2B marketing campaigns

And you are:

• Proactive, adaptable and comfortable in a fast-moving environment
• Curious and willing to learn the company’s media and events propositions
• Motivated by client satisfaction and long‑term relationships rather than closing new deals

Direct Client Success experience is not essential. If you’re excellent with clients, highly organised and enjoy being at the centre of things, this could be a great next step.

What’s on offer

• Salary up to £45,000, depending on experience
• Bonus of up to 20%, based on team-level client retention, service-level performance and platform adoption
• Hybrid working, currently 2 days a week in the London office
• A relationship-focused role with no individual sales target
• Clear development path towards larger, more strategic accounts
• Exposure to senior marketing stakeholders in an exciting, high-growth technology sector

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