Junior Customer Success Manager

About Us

We are 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 seeking an energetic and motivated Junior Customer Success Manager to join our dynamic Customer Success team!

Job Overview

In this role, you will be the vital link between our clients and our company, ensuring that customer needs are met with enthusiasm and professionalism. You will be a friendly, reliable point of contact, helping clients onboard smoothly, get the most from our solutions and have a great day-to-day experience. Working alongside experienced Customer Success Managers, you will build your skills in relationship management, adoption and retention. Your focus will be service excellence, with a supporting role in renewals and identifying growth opportunities.

Key Responsibilites

• Relationship Management: Build positive relationships with day-to-day contacts across a portfolio of smaller or mid-sized accounts, ensuring a consistently good client experience.
• Adoption & Value: Help clients use PageSuite's solutions effectively through training, guidance and regular check-ins.
• Client Health: Track client usage, satisfaction and open issues, flagging risks early to your Customer Success Manager or the Director of Customer Success.
• Renewal Support: Help prepare clients and account information ahead of renewals led by senior team members.
• Opportunity Identification: Listen for client needs and pass potential upsell or cross-sell opportunities to senior colleagues and Sales.
• Issue Resolution: Log, track and follow up client issues with Technical Support, Product and other internal teams until they are resolved.
• Onboarding Support: Assist with onboarding new clients and products, including scheduling, documentation and client communications.
• Feedback Loop: Record and share client feedback with the Product and Engineering teams.
• Business Reviews: Prepare data, reports and slides for client business reviews and join meetings alongside senior team members.
• Admin & Reporting: Keep CRM and support records accurate and up to date, and help produce regular account and ticket reports.

About You

Essential

• 1+ year in a client-facing role such as Client Success, Account Management, Customer Support or Customer Service, ideally in SaaS or technology
• Clear, friendly written and verbal communication
• Organised and proactive, with strong attention to detail and follow-through
• A problem-solver who is comfortable coordinating with technical teams
• Confident with everyday business tools (email, spreadsheets, presentations)
• Keen to learn and develop a career in Customer Success

Desirable

• Interest in digital publishing, media or news
• Exposure to CRM or ticketing tools such as Salesforce, Zendesk or Jira

This is a hybrid role, requiring attendance two days per week in our modern Ashford office.

Pay: From £28,000.00 per year

Work Location: Hybrid remote in Ashford (Kent, South East Region)