Customer Success Manager

Reporting to Head of Customer Success

About the Role

Are you a customer-obsessed individual looking for your next exciting role in a scaling company? Would you like to work with some of the world's leading media brands as their trusted advisor on all things digital publishing? As a Customer Success Manager at Pugpig, you’ll work with customers throughout their product journey, from setting goals and onboarding, to conducting regular business reviews and delivering product updates. You’ll be the go-to person to set and deliver on our customers’ digital publishing strategy, and be responsible for our customers' success when using our product.

This is a particularly important role to support our ambitious growth plans for the US market.

Candidates must be based in the US. We have co-working space in New York City, but are open to the role being remote for those based elsewhere in the US.

Key responsibilities:

• Demonstrate best-in-class Customer Success principles and operational effectiveness

• Be responsible for key customer retention and growth targets, and work alongside our Customer Support and Product teams to consistently improve customer satisfaction targets

• Be your customers’ core day-to-day contact for all things Pugpig

• Create an exceptional onboarding experience for new customers - on time and on budget

• Work with customers to set goals for their Pugpig app/website(s) and carry out regular business reviews after launch to ensure we are doing everything we can to contribute to their success

• You’ll be data driven in your approach, making sure customers understand how their app and/or site(s) are performing against industry benchmarks and making sure we can always measure their success

• Effectively manage projects with multiple stakeholders, you will be working alongside our technical Project Managers to deliver larger custom projects and the Customer Support team for smaller out-of-the-box projects

• Work closely with the product team to ensure your customers are kept up to date with the latest product features and versions

• Work closely with the product team to ensure customer feedback is incorporated into our product roadmap

• Deliver technical and product training to customers and, where necessary, training on third-party tools (e.g. basic analytics, push notifications)

• Maintain records in our Customer Success platform Planhat

• Work with the sales team to help identify when there may be opportunities for growth within an account

• Own and managing the Pugpig software licence renewal process

• Build expertise around the publishing industry, and our customers. including understanding the different stakeholders within a business

• Building and developing internal processes that will help us scale the team and brilliant work we do!

About you:

You’ll become an expert in our products and services, understanding how they can solve our customers’ problems. You’re certainly tech savvy, with a genuine interest in software development and products. If you have experience or an interest in publishing, all the better. You’re able to juggle multiple priorities and be keen to make a difference in a small, dynamic company.

You’ll have these skills and qualities:

• Customer-centric - you love speaking to customers, building relationships, listening and understanding customers’ problems

• Excellent verbal and written communication skills

• Analytical, organised, and solution-oriented

• Helpful, positive attitude and commitment to find an alternative if what a customer first asks for isn’t possible

• Great at problem solving and overcoming challenges creatively

• Enjoy collaborating and working within a team to attain goals

• Adept at juggling multiple competing priorities

• A desire to learn continuously, pick up new skills and get to know new technologies

• Happy working in a busy and buzzy environment

About Pugpig

• We are the best mobile publishing platform on the market and we work with the world's best media companies.

• We work in close partnership with our customers to conceive, evolve, customise 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, including The Independent, New Scientist, The Spectator, Condé Nast, Reach, DMG Media, CNN, Hearst and many more.

• We work with news media, consumer magazines, B2B publishers and membership organisations.

• Our teams in London and New York offer deep expertise and support to customers around the world.

Working at Pugpig

Here are some of the things you’ll experience if you come and join us:

• You’ll be working with the world’s best media companies

• Alongside an awesome, vibrant team of technology professionals

• With a set of values that puts an emphasis on quality of life for all of our team members

• Shorter days on Wednesdays and Fridays

• Performance-related bonus scheme

• Volunteering days so that you can support a cause that’s close to your heart

• Training budget and leave to help you stay on the top of your game

Our values

• Be the solution

We take the initiative and seek to solve problems with creativity.

• Make tomorrow better

We think critically about what will deliver our goals and improve tomorrow;

Our future selves will thank us.

• Zoom out

We think big picture and look beyond our immediate field of vision.

• Be kind

We communicate with kindness, openness and respect;

We approach interactions with a positive and supportive attitude.

• Enjoy the ride

We have fun and prioritise quality of life, even when we’re up against it.

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

Pugpig is committed to promoting an inclusive culture. We believe that diversity leads to a happier and more productive working environment.

We welcome suitably qualified applicants from all different backgrounds.

Please let us know if you have additional requirements. We are happy to make the necessary accommodations so that we can facilitate a positive recruitment process.