Customer Success Manager

About PageSuite

PageSuite is a leading digital publishing software company, providing innovative solutions for the world's most recognisable publishers. We empower newspapers and magazines to thrive in the digital age by delivering their content to millions of readers across web, mobile, and app platforms. As we continue to grow and expand our market-leading services, we are looking for a passionate and talented individual to join our dedicated client success team.

The Role

We are seeking a commercially-driven and relationship-focused Senior Client Success Manager to join our dynamic team. This is a critical role responsible for nurturing and growing our most valuable enterprise publisher client relationships.

The ideal candidate will be a strategic partner to our clients, deeply understanding their business objectives and ensuring they derive maximum value from PageSuite's solutions. Crucially, this role carries a commercial focus; you will be responsible for the entire commercial lifecycle of your client portfolio, from renewal to identifying and closing upsell and cross-sell opportunities. Your success will be measured by two key metrics:
Revenue Growth
and
Net Revenue Retention (NRR)
.

You'll be joining PageSuite at a pivotal point in our customer journey, as we roll out a new Client Success strategy in our UK operations. This is a fantastic opportunity to influence customer strategy, alongside our newly appointed Director of Client Success.

This is a hybrid role, requiring two days per week in our modern Ashford office, offering you the perfect blend of collaborative office life and remote working flexibility. Please note we are not accepting applications from those unable to attend in person two days per week.

Key Responsibilities

• Relationship Management:
  Develop and maintain strong, long-lasting relationships with key stakeholders within our enterprise client accounts, positioning yourself as a trusted strategic advisor.
• Commercial Growth:
  Own the commercial targets for your book of business. Proactively identify, qualify, and close opportunities for revenue expansion through upselling and cross-selling our suite of products and services, alongside your Sales counterparts.
• Retention & Renewals:
  Lead the contract renewal process from start to finish, including negotiation and execution, ensuring high levels of client retention and favourable commercial terms.
• Strategic Account Planning:
  Create and execute detailed account plans for each client, outlining strategies for retention, growth, and increased client satisfaction.
• Client Advocacy:
  Serve as the "voice of the customer" internally, collaborating with Sales, Product, Marketing, and Technical teams to provide critical feedback that will shape our product roadmap and service offerings.
• Performance Tracking:
  Meticulously track and report on key account metrics, including Net Revenue Retention, churn risk, and upsell pipeline, using our CRM system.
• Business Reviews:
  Prepare and lead regular Business Reviews with clients to demonstrate ROI, share industry insights, and align on future strategy.

About You: Skills & Experience

We are looking for a motivated and experienced professional who can strike the perfect balance between exceptional client service and commercial acumen.

Essential:

• 5+ years of experience in a Client Success, Account Management, Project Management or similar role, preferably within a B2B SaaS or technology environment.
• A demonstrable track record of managing and growing a portfolio of enterprise-level clients.
• Proven commercial success with accountability for revenue targets, including hitting and exceeding goals for renewals, upsells, and Net Revenue Retention (NRR).
• Exceptional interpersonal and communication skills, with the ability to build rapport and influence senior stakeholders.
• Strong negotiation and presentation skills, comfortable leading commercial discussions.
• A strategic and proactive mindset, always looking for opportunities to add value for both the client and PageSuite.
• Based in the South East of England and able to comfortably commute to our Ashford, Kent office two days per week.

Highly Desirable:

• Direct experience working within or for the publishing industry (e.g., newspapers, magazines, digital media) is a significant advantage.
• Experience with digital publishing platforms, Content Management Systems (CMS), or related AdTech/MarTech.
• Proficiency with CRM software (we use Salesforce).

What We Offer:

• A competitive salary and a performance-based bonus structure directly linked to your success.
• A flexible and supportive hybrid working model.
• The opportunity to work with globally recognised brands in the publishing industry.
• A clear path for career progression in a growing company.
• A vibrant, collaborative, and innovative team culture.
• Company pension scheme and generous holiday allowance.
• Regular team socials and events.

Interested in shaping the future of digital publishing?

If you are a talented professional with a passion for building client relationships and driving commercial growth, we would love to hear from you. Please apply with your CV and a cover letter outlining why you are the perfect fit for this role.