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, 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 Client Success team.
The Role
We are seeking a relationship-focused Customer Success Manager to join our dynamic team. This role is key to ensuring our clients are successfully onboarding, adopting, and receiving ongoing value from PageSuite’s innovative solutions.
The ideal candidate will be a trusted point of contact for a designated portfolio of clients, ensuring high levels of client satisfaction and product adoption. While the primary focus is service excellence and retention, you will also play a supporting role in identifying potential opportunities for growth and working with the Client Success team to ensure smooth renewals.
Your success will be measured by key metrics such as Client Retention and Growth.
You’ll be joining PageSuite at a pivotal point in our customer journey. This is a great opportunity to be a crucial part of delivering our new Client Success strategy in our UK operations.
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.
Key Responsibilities
- Relationship Management: Build and maintain strong, positive relationships with day-to-day contacts within your client accounts, ensuring a positive client experience.
- Adoption & Value: Drive client engagement and product adoption, ensuring clients are leveraging the full functionality of PageSuite’s solutions to achieve their objectives.
- Client Retention: Proactively monitor client health and satisfaction to mitigate risk. Support the renewal process by ensuring clients are satisfied and prepared for contract discussions led by senior team members.
- Opportunity Identification: Actively listen to client needs and identify potential opportunities for upsell or cross‑sell.
- Issue Resolution: Serve as the primary internal contact for clients, coordinating with Technical Support, Product, and other internal teams to ensure timely and effective resolution of client issues.
- Feedback Loop: Collect and relay relevant client feedback to the Product and Engineering teams to help inform future product improvements and service offerings.
- Business Reviews: Support senior team members in preparing materials and presenting at regular client business reviews, focusing on demonstrating product value and adoption.
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