PageSuite
Customer Success Manager
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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 individual to join our dedicated Customer Success team.
The Role
We are seeking an experienced, relationship-focused Customer Success Manager to own a portfolio of key publishing accounts. You will be the trusted adviser for your clients, ensuring they onboard successfully, adopt PageSuite's solutions fully and see measurable value over the long term.
You will take ownership of client health, retention and growth across your portfolio. You will lead business reviews, drive renewal readiness and identify commercial opportunities, working closely with senior Customer Success colleagues.
You'll be joining PageSuite at a pivotal point as we roll out a new product - Auto Layout - and will play a central part in onboarding clients onto the solution. Your success will be measured by Client Retention, Net Revenue Retention & growth and client satisfaction.
This is a hybrid role, requiring two days per week in our modern Ashford office.
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Key Responsibilities
- Portfolio Ownership: Manage a portfolio of key and strategic publishing clients, acting as the senior day-to-day contact and building relationships across editorial, product, digital and commercial stakeholders.
- Adoption & Value: Develop and deliver success plans for each account, driving engagement and adoption so clients use the full functionality of PageSuite's solutions to meet their objectives.
- Client Health & Retention: Proactively monitor client health, usage and satisfaction. Identify risk early and lead mitigation plans with internal teams.
- Renewals: Own renewal negotiation for your portfolio, preparing clients and internal stakeholders well ahead of contract dates. Lead renewal conversations for assigned accounts, escalating to senior team members where needed.
- Growth: Identify, qualify and progress upsell and cross-sell opportunities, partnering with senior team members to convert them.
- Onboarding & Projects: Oversee onboarding and new product rollouts for your clients, coordinating delivery with Project Management, Technical and Product teams.
- Issue Resolution & Escalation: Act as the escalation point for client issues, coordinating Technical Support, Product and Engineering to reach timely resolution.
- Business Reviews: Prepare and lead regular business reviews, presenting adoption data, value delivered and the roadmap ahead.
- Feedback Loop: Gather structured client feedback and represent the voice of the client to Product and Engineering.
- Team Contribution: Support and mentor Junior Customer Success Managers and help shape customer success processes, playbooks and reporting.
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About You
Essential
- 3+ years in Customer Success, Account Management or a similar client-facing role, ideally in SaaS or technology
- A track record of managing a portfolio of accounts and delivering strong retention and growth
- Experience leading business reviews and renewal discussions with senior client stakeholders
- Confident using data (usage, health scores, ticket trends) to spot risk and demonstrate value
- Excellent communication, presentation and relationship-building skills
- Strong organisation, able to manage several accounts and priorities at once
- Comfortable working cross-functionally with Sales, Support, Product and Engineering
Desirable
- Experience in digital publishing, media or news highly desirable
- Familiarity with CRM and support tools such as Salesforce, Zendesk or Jira
- Experience with international or multi-brand clients
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