Customer Success Team Lead

3 weeks ago

London, United Kingdom Pugpig Full time

About the Role

Are you a Customer Success or Customer Experience leader keen 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 overseeing onboarding, conducting regular business reviews, delivering product updates, and being the go-to team for setting and delivering our customers’ digital publishing strategy. You, with the team, will be responsible for our customers' success when using our product.

You’ll lead and develop our Customer Success team, currently consisting of four Customer Success Managers based in the UK and US.

Key responsibilities

You’ll take ownership of the Customer Success function, leading the team to provide exceptional service to our customers, and ensuring they get the most value from using Pugpig. This includes:

  • Directly managing, coaching and developing our wonderful team of Customer Success Managers.

  • Taking a hands-on approach to support the team, demonstrating best-in-class Customer Success principles and operational excellence. You’ll take an active role with our larger publishing clients to ensure their continued success.

  • Working alongside our Customer and Product teams to consistently improve customer experience and satisfaction targets.

  • Ensure that Customer Success targets are met across the team, reviewing and iterating on targets where necessary.

  • Continuing to improve and evolve our Customer Success platform, Planhat.

  • Defining and continuously iterating on Customer Success best practices and processes.

  • Being responsible for resourcing and hiring, to ensure the team is able to deliver company targets.

  • Working with the Customer Director to help set the long term team vision, build team plans, and develop a strategy to execute effectively and allow the team to always make progress.

  • Working closely with our Product team to ensure our customers’ needs and ideas are fed into the process as we develop new features.

About you

We’re looking for someone who has the experience and knowledge needed to lead a high performing Customer Success team. If you have previous experience of leading a Customer Success team, 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 company in the Customer Success or Customer Experience function.

  • You’ll have excellent leadership and coaching skills and, ideally, experience in managing, growing, and getting the best out of a team of direct reports.

  • You’re customer-centric. You love speaking to customers, understanding and solving their problems.

  • You have excellent verbal and written communication skills.

  • You’re happy working in a busy and buzzy environment and you are adept at juggling multiple priorities at a time.

  • You’re tech savvy and have a genuine interest in software and products.

About Pugpig

  • We are the best mobile publishing platform on the market and we work with the world's best media companies.

  • We work 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, including The Independent, New Scientist, The Spectator, Condé Nast, The Boston Globe,Reach, DMG Media, CNN, Hearst 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

  • Performance-related bonus scheme

  • Wellbeing support and healthcare options

  • 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

  • Loads of team social activities

Our Values
Be the solution

We take the initiative and seek to solve problems with creativity.

Make tomorrow better

We think critically about what will deliver our goals and improve tomorrow;

Our future selves will thank us.

Zoom out

We think big picture and look beyond our immediate field of vision.

Be kind

We communicate with kindness, openness and respect;

We approach interactions with a positive and supportive attitude. Enjoy the ride

We have fun and prioritise quality of life, even when we’re up against it.

If this role sounds like a great fit, get in touch with us, we’d love to hear from you

Pugpig is committed to promoting an inclusive culture. We believe that diversity leads to a happier and more productive working environment.We celebrate difference and encourage everyone to join us, and be themselves at work.We aim to recruit the person who is most suited to the job and welcome applications from all different backgrounds.

Please let us know if there is any support we can provide to ensure our recruitment process is fully accessible and a positive experience for you.

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