Customer Success Manager (SaaS / Publishing)

Ashford (Hybrid – 2 days in office)

£40k - £45k + commission

Do you enjoy building long-term client relationships but also want to play a more hands-on role in delivering outcomes?

Have you worked in SaaS, publishing, or a digital product environment where client success goes beyond just check-ins?

Are you naturally organised, able to manage multiple moving parts, and confident keeping both clients and internal teams on the same page?

We are working with a growing digital technology company that supports leading brands in the publishing and content space, and they are looking for a Customer Success Manager to join their team. This is about owning the success of your clients ensuring they are getting value from the platform, projects are delivered smoothly, and relationships continue to grow.

You will act as the bridge between the client and the internal teams, combining relationship management with strong coordination and delivery skills.

The Role

You will take ownership of a portfolio of key clients, ensuring they are supported, engaged, and achieving the outcomes they expect.

This will include:

Acting as the main point of contact for your clients, building strong, trusted relationships
Understanding client goals and ensuring the platform and services align with their needs
Leading regular client meetings, updates, and reviews
Managing renewals and identifying opportunities for growth or expansion
Coordinating internally with support, product, and development teams to ensure smooth delivery
Tracking client requests, support tickets, and ongoing workstreams to ensure nothing is missed
Keeping projects moving, ensuring timelines, actions, and expectations are clear on both sides
Feeding back client insight to the Product team to influence future development
Taking real ownership of client satisfaction, retention, and overall success

What we are looking for

2–5 years’ experience in Customer Success, Account Management, or similar client-facing role
Background in SaaS, publishing, media, or digital platforms is highly desirable
Strong communication skills and comfortable working with high-value clients
Highly organised, with the ability to manage multiple clients, tasks, and priorities
Experience coordinating projects or working alongside delivery / technical teams
A proactive mindset. Someone who takes ownership rather than waits to be asked
Commercial awareness, able to spot opportunities to grow accounts

This is a role where you will have visibility and impact. Working closely with both clients and internal teams to ensure everything runs smoothly and delivers value.

If you enjoy being at the centre of things, building relationships, solving problems, and making sure things happen then this will suit you well.

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Customer Success Manager