Customer Success Manager

About Us:

Onclusive is the global benchmark for integrated media content, turning enriched data into actionable insight across every channel - online, print, broadcast and social. Our scalable solutions meet real-world needs: from direct integration of enriched data into your ecosystem, self-service tools that track, measure, and manage media impact, to expert analysis that guides sharper decisions. Powered by innovation and elevated by people, we help you protect brand reputation, prove impact, and continually improve your value.

About the Role:

The Customer Success Management function will be responsible for developing and fostering strong relationships with our customers, acting as their leading point of contact for all matters pertaining to their account.

Rooted in a collaborative team culture, you will work closely across cross-functional groups - bridging Product, Technical Support, and Commercial Partnerships, to champion client needs and foster seamless teamwork. As a CSM, you will take ownership of a critical portfolio of customers, driving commercial accountability for renewals and account growth while maintaining a focus on customer advocacy. You’ll be a vital bridge between our product ecosystem and our customers, communicating our solutions, gathering critical feedback, and aligning internal resources to ensure exceptional customer satisfaction.

Being responsible for high client engagement and shared success, we are looking for a highly driven and collaborative individual who balances strategic thinking with commercial acumen to drive account retention, team synergy, and growth. You will be working alongside a close-knit team of 7 CSMs who take accountability, mutual support, and ownership very seriously.

Your responsibilities:

-Portfolio and Relationship Management

• Act as the lead point of contact for all matters related to the assigned client portfolio of circa 60-70 clients with a total value of £1m, serving as the trusted advisor to our customers and executive sponsors post initial sale.

• You will be responsible for this portfolio of customers with key focus on customer retention followed by upsell.

• You are expected to be engaged with customers virtually or in person. You will lead these meetings to drive the best experience for our customers.

• Build and foster relationships with key decision makers and stakeholders across multiple customer teams

• Engage customers in strategic conversations to derive maximum value from their Onclusive product and Services suite. Understanding and anticipating customers’ needs and goals, and sharing best practices within Media Intelligence.

• Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success

• Conduct regular quarterly / monthly business reviews with key clients, and travel to visit clients when needed.

-Commercial Acumen:

• Be accountable for the retention and growth of your customers. Owning the customer renewal, driving pricing increases and spotting opportunities for multi-year conversions

• Promote the growth of your customer portfolio by uncovering, scoping, qualifying and driving upsell opportunities to ensure customer retention and growth.

• Promote the growth of your customer portfolio by uncovering, scoping, qualifying expansion and cross-sell opportunities beyond current contractual relationship and regional scope. This will be developed in collaboration with the Commercial Partnerships team.

-Reporting and Account Planning

• Conduct periodic executive reviews and health checks - accurately assessing customer health, helping define adoption strategies and ensure value realisation (using key metrics from the platform)

• Monitor customer health and create risk mitigation plans where needed. Identifying renewal risk and collaborating with internal teams to remediate and ensure a successful renewal.

• Oversee customer inquiries resolution by aligning customers with the right resources. Ensure the timely and successful delivery of Onclusive solutions according to client needs and objectives

• Partner with different teams at Onclusive to 'champion clients’ needs', including onboarding, Technical support, commercial partnerships, operations and product.

• Ensure high data quality in the CRM system, correct reporting of opportunities and account plans.

-Expertise and knowledge sharing

• Act as the voice of the customer cross-functionally and collect feedback to influence continuous improvement in the product and our processes

• Understand technical roadblocks and make recommendations on solution implementation and core integrations to overcome them

• Keep up to date with all product enhancements and industry developments to communicate these to clients in a proactive manner

• Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.

Who you are:

• You have 3 years + experience in a similar role

• Have the ability to work towards monthly sales targets and KPI’s

• Resourceful and self-motivated with a solution-orientated attitude

• Are empathetic; can build a great rapport with clients and colleagues alike

• Can plan, prioritise and deliver to tight deadlines

• Enjoy being a team player and are always willing to support those around you

• Relationship building is second nature

• Are positive, enthusiastic and reliable

• Excellent communication and interpersonal skills

• Strong organisational, administrative and IT skills

Desirable

• Understanding of a post sales cycle and pipeline management to attain revenues and other designated target/KPI’s

• Knowledge of account management and revenue growth for B2B sales

• Understanding of the PR and communications industry

What we can offer:

We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:

• Competitive salary and benefits

• Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with

• A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support

We want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.