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Russell Publishing Logo Russell Publishing · Customer Service

Customer Success Manager

United Kingdom, Brasted Employment contract 45000.00 GBP / Year · Job Posted May 27, 2026
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Job Responsibility

  • Steer customer satisfaction through proactive management of performance metrics, service quality, and delivered value
  • Drive high levels of retention and foster growth through strategic relationship management and value delivery
  • Identify and nurture opportunities for account growth, working in collaboration with internal stakeholders to enable upselling, cross-selling, and service expansion
  • Coordinate centralized account management across key functions—including Sales, Marketing, Content, Client Services, and Finance—to ensure seamless communication, alignment, and delivery of campaigns and projects
  • Prepare and maintains account health reports, highlighting performance, opportunities, and areas for improvement
  • Conducts regular account health checks to monitor performance, satisfaction, and alignment with customer objectives

Requirements

  • 3 years’ experience working in account management, or a customer service role within a B2B environment
  • Demonstrated success managing high-value or strategic customer accounts
  • Strong understanding of marketing services, ROI measurement, and client success metrics
  • Excellent interpersonal skills- clear and confident communicator at all levels
  • Exceptional organisational and planning skills with flexibility to adapt to changes
  • Strong Excel skills including the ability to produce reports
  • Excellent communications skills
  • Develop and maintain strong working relationships
  • IT skills in Microsoft Office, including Word and Excel
  • Understanding of CRM systems

What we offer

  • Hybrid working (2 days in the office)
  • Pension contribution
  • Free car parking
  • Benefits platform with discounts, wellness and engagement tools
  • Christmas closure
  • Company events
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