PageSuite
Senior Customer Success Manager: Publishing Expert
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Job Title: Senior Client Success Manager (Project Delivery & AutoLayout)
Company: PageSuite
Location: Ashford, Kent (Hybrid - 2 days in-office, 3 days from home)
Reports to: Director of Client Success
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, app and print. Our fastest-growing product, AutoLayout, uses automation to build print pages from publishers' content, dramatically reducing the time and cost of producing a newspaper. As AutoLayout is adopted by major publishing groups in the UK and US, we are looking for an experienced Senior Client Success Manager who can both run complex client projects and grow the relationships that follow.
The Role
This is a senior, hybrid role combining client success leadership with hands-on project management. You will own a portfolio of enterprise publishing clients and lead their AutoLayout onboarding projects from kickoff to go-live, then carry those relationships forward into adoption, renewal and growth.
The ideal candidate is an experienced CSM who is equally comfortable running a project plan and a commercial conversation. You will coordinate PageSuite's Product, Development and Support teams against client deadlines, keep senior stakeholders aligned, and make sure every client gets real, measurable value from the platform. Your success will be measured by on-time, on-scope project delivery, client adoption and satisfaction, Revenue Growth and Net Revenue Retention (NRR).
You'll be joining PageSuite at a pivotal point, as we scale our Client Success function to support AutoLayout's growth. This is a fantastic opportunity to shape how we onboard and serve clients, working closely with the Director of Client Success.
This is a hybrid role, requiring two days per week in our modern Ashford office, with occasional travel to client sites for workshops and training.
Key Responsibilities
Project Delivery & AutoLayout Onboarding
- End-to-End Project Management: Lead AutoLayout onboarding projects from kickoff to go-live, owning the project plan, timelines, milestones, RAID log and status reporting.
- Requirements & Scoping: Run discovery with clients to capture their print workflow, templates and content-ingestion requirements, and translate them into clear requirements and statements of work with our Product and Development teams.
- Cross-Functional Coordination: Act as the single point of accountability between the client and PageSuite's Product, Development, Design and Support teams, keeping delivery on track and escalating risks early.
- Stakeholder Governance: Run project kickoffs, regular status calls and steering meetings with client editorial, production and technical stakeholders.
- Training & Go-Live: Plan and deliver client training, including onsite workshops, and manage a smooth handover from project into business-as-usual.
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Client Success & Commercial Growth
- Relationship Management: Build strong, long-lasting relationships with key stakeholders across your enterprise accounts, positioning yourself as a trusted strategic advisor.
- Adoption & Value: Drive adoption of AutoLayout and our wider product suite after go-live, tracking usage and outcomes and demonstrating ROI.
- Commercial Growth: Own the commercial targets for your book of business, identifying and closing expansion opportunities, including AutoLayout rollouts to additional titles, alongside your Sales counterparts.
- Retention & Renewals: Lead the renewal process from start to finish, including negotiation and execution, ensuring high retention and favourable commercial terms.
- Strategic Account Planning: Create and execute account plans covering retention, growth and client satisfaction.
- Client Advocacy: Be the voice of the customer internally, feeding client insight from projects and live usage into the AutoLayout roadmap.
- Performance Tracking & Business Reviews: Track and report on project status, account health, NRR, churn risk and pipeline in Salesforce and Jira, and lead regular Business Reviews with clients.
About You: Skills & Experience
We are looking for a senior professional who combines strong delivery discipline with exceptional client service and commercial acumen.
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Essential:
- 5+ years of experience in Client Success, Account Management or a similar role, preferably within B2B SaaS or technology.
- Proven experience managing client-facing software implementation or onboarding projects end to end, with multiple stakeholders and fixed deadlines.
- Confident with project management methods and tools (e.g. project plans, RAID logs, Jira or similar), and comfortable running several projects at once.
- A track record of managing and growing a portfolio of enterprise-level clients, with accountability for renewals, upsells and NRR.
- Exceptional communication skills, with the ability to influence senior stakeholders and explain technical topics to non-technical audiences.
- Strong negotiation, facilitation and presentation skills.
- Based in the South East of England and able to commute to our Ashford, Kent office two days per week, with occasional travel to client sites (including international).
Highly Desirable:
- Direct experience working within or for the publishing industry (e.g. newspapers, magazines, digital media), particularly print production, pagination or editorial workflows.
- A project management qualification (e.g. PRINCE2, APM, PMP or Agile/Scrum).
- Experience with digital publishing platforms, content management systems, page layout tools, or content/API integrations.
- Experience working with US-based clients.
- Proficiency with Salesforce and Jira.
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 lead high-profile projects with globally recognised publishing brands.
- 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 publishing? If you are an experienced client success professional who loves delivering complex projects and building lasting client relationships, 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.
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