Customer Success Manager

Job Title: Customer Success Manager 
Location: Redhill, UK (Hybrid working; 2 days in the office per week)

Puzzler, part of DC Thomson, is looking for a commercially minded and data-driven Customer Success Manager to help shape the future growth of one of the UK's most loved puzzle brands. 

This is a unique opportunity for someone who loves building relationships, uncovering insights from data, and seeing the direct impact of their work. You'll spend your time talking to clients, understanding what drives customer engagement, and using evidence and experimentation to turn great ideas into measurable results. 

Working across both our B2B and B2C audiences, you'll help partners get maximum value from our products while identifying opportunities to grow engagement, retention and revenue. Whether you're analysing customer behaviour, marketing a new product feature, or having a conversation with a client about their goals, you'll play a pivotal role in helping Puzzler continue to evolve and thrive in the digital world. 

With more than 50 years of heritage, Puzzler creates puzzles enjoyed by millions through newspapers, magazines, websites, apps and iconic brands including The Sunday Post, Stylist and Beano. It's a fun, creative business with ambitious growth plans – and this new role will be right at the heart of them. 

Puzzler already has an established portfolio of B2B customers generating more than £1m in annual revenue, alongside a growing digital audience of puzzle enthusiasts. We're looking for someone who can combine strong relationship-building skills with a passion for data and customer insight to unlock the next phase of growth. 

You'll be the voice of the customer, working closely with clients, product teams and marketers to understand what drives success and identify opportunities to increase engagement, retention and lifetime value. By blending customer conversations with analytics and experimentation, you'll turn insight into action and help shape both commercial performance and customer experience. You'll also have the chance to influence product development and marketing strategy, helping ensure that customer needs remain at the centre of everything we do. 

Key responsibilities include: 

• Customer Retention & Revenue Growth - Deliver increased client retention and lifetime value by embedding a structured customer success model that reduces churn and drives expansion revenue across the B2B portfolio.  

• Customer Lifecycle & Engagement - Design and implement consistent onboarding, engagement and success planning processes that ensure customers achieve defined outcomes and realise value from Puzzler products.   

• Digital Growth - Drive measurable growth in B2C audience and engagement through targeted digital marketing, content optimisation and experimentation across web and app channels.

Skills:  

• Builds and manages strategic relationships with B2B clients, acting as a trusted partner.   

• Proactively identifies risks and opportunities to improve retention and growth.   

• Applies advanced data analysis to interpret customer behaviour, engagement and value.   

• Translates insight into clear actions that improve performance and inform strategy.   

• Plans and executes data-driven digital marketing initiatives.   

• Uses segmentation, targeting and experimentation to increase engagement.   

• Works with product teams to prioritise and deliver improvements based on customer insight and commercial value.  

• Balances user needs with business outcomes.   

• Contributes to digital and customer strategy, aligning customer success activity with commercial goals and portfolio priorities.   

• Identifies opportunities to use new tools, automation and AI to improve customer insight, engagement and operational efficiency. 

Experience: 

Essential 

• B2B customer success or account management in digital products  

• Demonstrable experience of turning analytics into actionable insights 

• Use of CRM and marketing platforms (e.g. HubSpot)  

• Creating and evaluating the success of marketing materials 

• Working across matrixed product, marketing and commercial teams  

Desirable 

• Conducting user research through interviews, surveys, A/B testing and experimentation 

• Understanding or awareness of the publishing industry and how it works 

• An interest in puzzles 

Behaviours that will help this role succeed: 

• Being More Curious - Actively seeks customer insight through data, research and direct engagement. Challenges assumptions and uses evidence to shape decisions.   

• Experiment with Purpose - Runs structured experiments to improve engagement, product performance and marketing effectiveness. Scales what works and stops what does not.   

• Owning the Outcomes - Takes full accountability for retention, engagement and revenue outcomes. Tracks performance rigorously and takes action to close gaps.   

• Being More Collaborative - Works across Digital, Product, Marketing and Client teams to deliver shared outcomes. Shares insight and best practice to improve performance across the portfolio.   

• Owning the Customer Voice - Represents the customer in all decision-making forums. Ensures customer value is central to product, marketing and commercial decisions.   

• Driving Commercial Impact - Focuses activity on outcomes that improve revenue, retention and growth. Prioritises work that delivers measurable business value.   

To apply for this role, please follow our online application process and submit a CV and cover letter. 

Closing date for applications:11th August at 12:00noon