Customer Success Team Lead

2 weeks ago


London, United Kingdom Pugpig Full time

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.

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. 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. 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.
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.
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. You’ll have experience in working at a SaaS company in the Customer Success or Customer Experience function.

You’re tech savvy and have a genuine interest in software and products.
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.
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
Training and conference budgets that help you stay on the top of your game
We think big picture and look beyond our immediate field of vision.

We have fun and prioritise quality of life, even when we’re up against it.
We believe that diversity leads to a happier and more productive working environment.



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