Customer Success Manager

Location and work arrangement

• Hybrid role combining remote work with regular office working in London and/or Redhill.

Role purpose

Outcomes and responsibilities

• Ensure B2B clients achieve their goals and can demonstrate clear return on investment from Puzzler products.
• Increase B2B client retention and lifetime value, and grow engagement among B2C digital audiences.
• Build and manage strategic B2B client relationships and identify risks and opportunities for retention and account growth.
• Analyse customer behaviour, engagement and value, then turn findings into recommendations that improve performance and inform strategy.
• Work with product teams to prioritize and deliver improvements based on customer needs, insight and commercial value.
• Balance user needs with business objectives and contribute to digital and customer strategy aligned with commercial goals and portfolio priorities.
• Identify ways to use tools, automation and AI to improve customer insight, engagement and operational efficiency.

Skills and experience

• Strong relationship-building skills and ability to establish credibility with clients from varied industries and backgrounds.
• Excellent analytical skills, with ability to turn data into actionable insights and recommendations.
• Strong communication and stakeholder management skills; effective collaboration with product, technology, marketing and commercial teams.
• Excellent CRM discipline and experience using CRM and marketing platforms; HubSpot is preferred.
• Experience in customer success, customer experience, account management or a similar client-facing role within SaaS or B2B digital products.
• Demonstrable experience using analytics and customer data to drive retention, engagement or growth.
• Understanding of the publishing industry is desirable.
• Experience planning, running and evaluating marketing campaigns is desirable.

Application

• Online application requires a CV and cover letter; the stated closing date is 15 October 2026 at 5 p.m.