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Customer Success Manager

Reporting to Head of Customer Success

Based in our London office

About the Role

As a CSM at Pugpig, you’ll be working hands-on with some of the world’s leading media brands to be their trusted advisor on all things digital publishing. You’ll work with customers from the very start of their Pugpig journey, setting goals and helping them onboard, as well as managing the customer through their whole lifecycle, conducting regular business reviews, discussing new ideas and being their go-to person for our product. We’ve recently restructured the company to enable us to grow and place a greater focus on customer success so it’s a really exciting time to join us.

Key responsibilities:

  • You are the customer’s core day-to-day contact for all things Pugpig, from the point of the sale completing onwards. Overseeing the customer lifecycle including onboarding, adoption, success and renewal
  • You’ll be involved during the pre-sales process, working with the sales team to build and deliver proof of concept for prospective customers
  • Ensuring customers’ expectations are meet/exceed during onboarding (on time and on budget) 
  • At project kick-off you’ll work with the customer to set goals for their Pugpig app/website(s), then carry out regular business reviews after launch to ensure we are doing everything we can to contribute towards their success
  • For chunkier custom projects you hand off to a specialist Project Manager (while keeping a close eye on how the project is going). For small projects, you work closely with the Onboarding Team to ensure your customers have the smoothest possible experience, and that the launch is delivered on time
  • Technical and product training and communication (new features etc)
  • Maintaining records in Planhat 
  • Ensuring that Customer Success best practices are being followed, and having a hand in shaping these
  • Ensuring your customers are kept up to date with the latest product features and versions, and how these can benefit them
  • Working with the sales team to help identify when there may be opportunities for growth within an account
  • For non-growth accounts, you will be responsible for the Pugpig software licence renewal process
  • Building expertise around the publishing industry, and our customers (including understanding the different stakeholders within businesses)
  • Helping customers understand how their app and/or site(s) are performing (against benchmarks) 
  • Working closely with our product team to ensure our customers’ needs and ideas are fed into the process as we develop new features
  • Contributing to the knowledge base 
  • Support – to be defined 

About you:

  • You love speaking to customers and understanding and solving their problems, and have excellent verbal and written communication skills
  • You’re happy working in a busy, buzzy environment and are adept at juggling multiple priorities at a time
  • You’re tech-savvy and have a genuine interest in software and products
  • You’re analytical, organised, and solutions-oriented
  • Your attitude is helpful, positive and you always offer alternatives if what a customer first asks for isn’t possible
  • The most important thing to us is we want great people who truly want to build customer relationships, so we’re open to different types of previous experience
  • Whilst previous experience in a customer success role at a SAAS business would be amazing, we’re also happy to bring people in and teach them from the ground up – so don’t be afraid to apply!

About Pugpig

  • We believe that publishing is important and that it has a great future
  • Our purpose is to power the publishing platforms that will help secure that future
  • We do this by working in close partnership with our customers to conceive, evolve, customize and operate our platforms, so they can focus on their core business 
  • Our platforms power hundreds of apps for the biggest media brands in the world, from The Economist, Condé Nast and Gannett, to News Corporation, Hearst and Tortoise and many more
  • We work with news media, consumer magazines, B2B publishers and membership organizations
  • Our teams in London and New York offer deep expertise and support to customers around the world
  • If this role sounds like a great fit, get in touch with us, we’d love to hear from you!

If this role sounds like a great fit, get in touch with us, we’d love to hear from you!