Customer Success Manager

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.

Summary

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.

Key Skills / Requirements

• 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.

Company Benefits

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.