Head of Customer Success

1 week ago

London, Greater London, United Kingdom Pugpig Full time

Reporting to:

Customer Director

About the Role
Are you an experienced Customer Success or Customer Experience leader wanting to work with the world's leading media brands and be their trusted advisor on all things digital publishing?


The Customer Success team at Pugpig works with customers through their whole product lifecycle - setting goals and onboarding, conducting regular business reviews, delivering product updates, and being the go-to person to set and deliver on their digital publishing strategy.

You'll be responsible for our customers' success when using our product.


As the Head of Customer Success at Pugpig you'll build out and improve our Customer Success team, currently consisting of 4 Customer Success Managers based across London and New York.

This is a particularly important role for the business as we look to scale rapidly this year, especially in the US market.


Key responsibilities
You'll take complete ownership of the Customer Success function.

We're looking for a leader who can grow and structure the team to ensure the quality of our service continues to improve and our customers get the most value from using Pugpig.


This includes:

  • Being ultimately responsible for key customer retention and growth targets and working alongside Customer Support and Product to consistently improve customer satisfaction targets.
  • Reviewing and iterating on the other team Customer Success targets. We want to be data driven in our approach.
  • Owning and building out our customer success platform, Planhat.
  • Defining and continuously iterating on Customer Success best practices and processes.
  • Building a capacity plan and hiring strategy to ensure the team is always adequately resourced in line with company growth and targets.
  • Setting the long term team vision, building the team plans, and developing a strategy to execute effectively and allow us to always make progress as a team.
  • Working closely with our product team to ensure our customers' needs and ideas are fed into the process as we develop new features.
  • Taking a handson approach where necessary to support the team, demonstrating bestinclass Customer Success principles and operational effectiveness. You may need to take a more active role with our larger publishing clients to ensure their continued success.
  • Directly manage, coach, and develop our wonderful team of 4 Customer Success Managers based between New York and London.

About Pugpig

  • We believe that publishing is important and that it has a great future.
  • Our purpose is to power the publishing platforms that will help secure that future.
  • We do this by working in close partnership with our customers to conceive, evolve, customise and operate our platforms, so they can focus on their core business.
  • Our platforms power hundreds of apps for the biggest media brands in the world, from The Economist, Condé Nast and Gannett, to News Corporation, Hearst and Tortoise and many more.
  • We work with news media, consumer magazines, B2B publishers and membership organisations.
  • Our teams in London and New York offer deep expertise and support to customers around the world.

Working at Pugpig
Here are some of the things you'll experience if you come and join us

  • You'll be working with the world's best media companies
  • Alongside an awesome, vibrant team of technology professionals
  • With a set of values that puts an emphasis on quality of life for all of our team members
  • Hybrid working and shorter days on Wednesdays and Fridays
  • Performancerelated bonus scheme
  • Discounted gym membership
  • Volunteering days every year so that you can support a charity that's close to your heart
  • Training and conference budgets that help you stay on the top of your game
  • Free breakfast, fruit and drinks in the office
  • Loads of team social activities

Our values

  • We're tech heroes
  • We create the best technology platforms, that we constantly improve


 We're always learning
  • We give ourselves the time we need to grow personally and professionally
  • We're in it together
  • We have each other's back and can approach anyone on the team about anything at all
  • We're obsessed with customer success
  • We work with the best customers and we are totally focused on ensuring they get the most value from our services


 We're helpful
  • We act fast and thoughtfully. We work out what we can do to help people get what they need
  • Most of all, we have fun
  • Yes, there will be times we're up against it, but we'll keep it interesting and always put the quality of life first

About you


We're looking for someone who has the experience and knowledge needed to build and lead a high performing Customer Success team.

If you have previous Head of Customer Success experience, great.

If not, we'd still love to hear from you as we're happy to support someone ready to take that next step in their career.


  • You'll have experience in working at a SaaS compa

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