At a Glance
- Tasks: Lead customer success initiatives and drive innovative strategies for Open Research agreements.
- Company: Join Taylor & Francis, a leader in academic publishing with a focus on diversity and inclusion.
- Benefits: Enjoy flexible working, generous leave, private medical insurance, and share matching.
- Other info: Collaborate globally and grow your career in a supportive environment.
- Why this job: Shape the future of Open Research while making a real impact on customer satisfaction.
- Qualifications: Strong commercial acumen, data analysis skills, and a passion for continuous improvement.
The predicted salary is between 55000 - 65000 € per year.
We are seeking a motivated and creative Customer Success Program Lead to join our team, reporting directly to the Head of Customer Success. This role will drive the execution of global enablement and customer success activities for Open Research (OR) B2B agreements. The Program Lead will track key metrics, transform data insights into interventions, report on pipeline and agreement success, and lead rollout of innovative models and tools to ensure success of OR agreements. This is an exciting opportunity to foster commercial and customer success across global markets and shape the future of Open Research at Taylor & Francis.
Key Responsibilities
- Own and report on key OR agreement program health metrics and drive cross‑functional actions to develop Taylor & Francis’ transformative agreement (TA) program and transition to open access publishing.
- Lead delivery of key enablement and post‑sales resources and initiatives to ensure global sales teams have the knowledge and tools to retain and grow OR agreement revenue and maintain a high level of customer satisfaction.
- Act as a sounding board and advisor to Account Managers during renewals and negotiations of new agreements and continually evolve ways of demonstrating agreement success to support customer satisfaction and business retention.
- Manage and provide leadership to a Senior Manager based in the UK and a Manager based in Japan and coordinate efforts across regions, ensuring consistency in execution while addressing local needs.
- Handle escalations and work cross‑functionally to remove barriers to commercial success and foster a high level of customer satisfaction.
- Orchestrate rollout of new models and strategic projects to support specific commercial goals and market pain points.
Qualifications
- Exceptional commercial acumen, strategic thinking, problem‑solving skills, and ability to bring innovation and clarity to complex commercial situations.
- Strong communication, interpersonal skills and ability to collaborate across regions and business functions.
- Proficiency in data analysis, reporting tools and use of AI technologies to draw insights and inform strategic decision‑making.
- Ability to rapidly grow expertise in a subject matter and a high level of interest in Open Research & academic publishing.
- Curiosity for learning and passion for continuous improvement and change.
Experience
- Proven track record of success in a commercial environment within customer success, commercial enablement or related area, ideally working within high‑value B2B agreements space.
- Experience in consultative selling, multi‑year contract negotiation and developing and implementing frameworks, tools and processes in a rapidly evolving commercial environment.
- Strong analytical background and experience in developing, tracking and reporting on key metrics to support commercial policy and strategy.
- Prior experience managing and leading a team, navigating cross‑cultural dynamics and fostering stakeholder collaboration.
- Familiarity with Open Research business models and trends in scholarly communications and direct sales experience in publishing are desirable but not essential.
Location
Base location in Milton Park. Candidates should be able to work 3 days per week in office and may work remotely otherwise. Please note the Milton Park office will relocate to another Oxfordshire location in late 2027 / early 2028.
Benefits
- An excellent work/life balance with a flexible working culture.
- 25 days annual leave per year plus a day off for your birthday.
- 3 additional discretionary days off during the holiday season at the end of the year.
- 4 paid volunteering days each year.
- Company‑funded single cover private medical insurance.
- Employee assistance programme offering 24/7 well‑being support.
- Share Match – Plan that matches every share purchased with two free shares.
- Pension scheme.
- Life assurance, plus optical and medical care.
Equal Opportunity Employer
Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops and retains colleagues without regard to any protected personal characteristics or other non‑merit based factor.
Accessibility Statement
If you have a disability or face another barrier and would like to request an adjustment to assist your participation in the hiring process or in the advertised position, please contact Liz Southwick. Your request will be reviewed and considered in the strictest confidence.
Customer Success Program Lead in Abingdon employer: Taylor & Francis Group
At Taylor & Francis, we pride ourselves on being an exceptional employer, offering a flexible working culture that promotes a healthy work/life balance. Our commitment to employee growth is evident through our comprehensive benefits package, which includes generous annual leave, paid volunteering days, and a supportive environment that values diversity and inclusion. Join us in Milton Park, where you will have the opportunity to lead innovative customer success initiatives while collaborating with a dynamic team across global markets.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Program Lead in Abingdon
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at Taylor & Francis. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for interviews by diving deep into Open Research and customer success strategies. Show us you’re not just interested in the role but passionate about making a difference in the field!
✨Tip Number 3
Practice your pitch! Be ready to discuss how your skills align with the key responsibilities of the Customer Success Program Lead. We want to see how you can drive success and innovation.
✨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 serious about joining our team!
We think you need these skills to ace Customer Success Program Lead in Abingdon
Some tips for your application 🫡
Show Your Passion for Customer Success:When writing your application, let us see your enthusiasm for customer success! Share specific examples of how you've driven customer satisfaction and retention in previous roles. This will help us understand your commitment to making a difference.
Highlight Your Analytical Skills:Since this role involves tracking key metrics and transforming data insights, make sure to showcase your analytical skills. Mention any tools or methodologies you’ve used to analyse data and how it led to successful outcomes in your past experiences.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific requirements of the Customer Success Program Lead role. Use keywords from the job description to demonstrate that you’re a perfect fit for our team.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status!
How to prepare for a job interview at Taylor & Francis Group
✨Know Your Metrics
Before the interview, get familiar with key metrics related to customer success and B2B agreements. Be ready to discuss how you would track and report on these metrics, as well as how they can drive cross-functional actions.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex commercial situations in the past. Highlight your strategic thinking and innovative approaches to overcoming challenges, especially in a customer success context.
✨Demonstrate Communication Prowess
Since this role involves collaboration across regions and functions, practice articulating your thoughts clearly. Think about how you can convey complex ideas simply and effectively, and be ready to showcase your interpersonal skills.
✨Express Your Curiosity
Show your passion for Open Research and academic publishing during the interview. Discuss any recent trends or developments you've followed and how they might impact customer success strategies. This will demonstrate your eagerness to learn and adapt.
