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Head of Customer Success

Reporting to:
Customer Revenue Director

About the Role
As the head of customer success 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 be leading a team of customer success managers and onboarders, implementing and shaping best practices across the team. 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:

  • Hire the best Customer Success Managers and onboarders to join the team 
  • Line manage the team, creating a strong team culture, conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner
  • Lead by example when necessary, by taking a hands-on approach with clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication
  • Optimise, manage and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimising for customer happiness
  • Own our customer success platform, Planhat. Ensuring it’s kept up to date and resources/playbooks are continuously improved
  • Define (and continuously refine) customer success best practices and process across our teams in London and New York 
  • Alongside these duties you will take on the role of Customer Success Manager for our larger publishing clients, working closely with to ensure they are maximise the value of our products

About you:

  • You have experience in working in a customer success role, ideally within a SaaS company
  • You have previous experience in managing, growing and getting the best out of a team of CSMs
  • 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

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!