Key Media, a global leader in niche B2B publishing, reaches over 2.4 million monthly visitors annually across multiple platforms.
We are seeking a Customer Success Manager (CSM) to act as a trusted advisor to our clients. This role will ensure clients maximise their value from Key Media’s offerings, driving satisfaction, retention, and growth. As CSM, you’ll play a vital role in building long-term client relationships and enhancing overall client success.
Role Overview
As a Customer Success Manager (CSM) at Key Media, you will play a pivotal role in managing and enhancing client relationships. Reporting to the Chief Commercial Officer, you will act as the primary point of contact for a portfolio of clients, ensuring they achieve maximum value from Key Media’s services. This role demands proactive engagement with clients, effective project management, and collaboration across internal teams to drive client success and retention.
Role Purpose
The CSM’s primary objective is to drive client satisfaction, product adoption, and retention by providing a seamless and proactive customer experience. Through relationship building, strategic insights, and performance monitoring, you will ensure that clients receive optimal value from Key Media’s products and services.

Key Responsibilities

• Client Relationship Management: Develop and maintain strong, long-term relationships with clients, acting as their trusted advisor and advocate within Key Media.
• Onboarding and Training: Lead new client onboarding processes, ensuring that clients are set up for success and are equipped with the knowledge needed to fully leverage Key Media’s offerings.
• Engagement and Adoption: Monitor client engagement levels, working closely with clients to promote active use of Key Media’s products and identify opportunities to deepen their platform engagement.
• Campaign Coordination: Coordinate client campaigns, collaborating with internal teams to meet client objectives, deliver on timelines, and optimise outcomes for multi-channel marketing initiatives.
• Performance Tracking: Track client success metrics, including product adoption, engagement, and satisfaction, and proactively address issues before they impact client satisfaction.
• Renewal and Upselling: Identify opportunities for upselling and renewal by understanding client goals and positioning additional products or services to align with those objectives.
• Cross-Functional Collaboration: Work closely with marketing, product, and sales teams to align client needs with Key Media’s strategic objectives and to ensure consistent messaging and client support .
• Reporting and Analytics: Provide regular updates on account health, success metrics, and proactive recommendations to clients and internal stakeholders .

Key Skills

• Customer-First Mindset: A genuine passion for helping clients achieve their goals, with a proactive approach to identifying and solving client challenges.
• Strong Communication Skills: Excellent verbal and written communication abilities, capable of presenting complex information in an engaging, clear, and persuasive manner.
• Project Management: Ability to manage multiple client projects simultaneously, ensuring timely and quality delivery of client campaigns.
• Relationship Building: Strong interpersonal skills, with the capability to build trust with clients and collaborate effectively with internal teams.
• Data-Driven Decision Making: Proficiency in analysing client data to inform strategies, improve service delivery, and identify growth opportunities.
• Adaptability and Agility: Ability to adapt to a dynamic environment and respond quickly to changing client needs and internal priorities.

Role Requirements

• Experience: Minimum of 3 years in customer success, account management, or project management, ideally in digital media, publishing, or a related B2B environment.
• Education: Degree preferred, but relevant experience in customer-facing roles is essential.
• Technical Acumen: Familiarity with CRM systems and an understanding of digital marketing platforms.
• Results-Oriented: Demonstrated experience in achieving retention, growth, and client satisfaction metrics.
• Problem-Solving Abilities: Proactive and resourceful approach to anticipating client needs and resolving issues.

About Key Media
Key Media is a global leader in niche B2B publishing, delivering high-quality content to over 2.4 million unique visitors monthly. Established in the early 2000s with just four employees, it has grown to over 300 team members across eight countries, including the UK, USA, Australia, and Canada. Key Media provides specialised, impactful content through digital channels, over 100 print publications, and more than 90 annual industry events.
Known for its entrepreneurial culture, agility, and innovation, Key Media serves a diverse array of sectors, addressing the unique needs of specialised B2B audiences. Its portfolio reflects a commitment to deep audience engagement and responsiveness to industry trends. Employees at Key Media join a dynamic, collaborative environment with a shared focus on delivering excellence and driving client success. Working here offers ample opportunities for growth and development, making it an ideal place for professionals passionate about shaping the future of B2B media.
This role offers an exciting opportunity to make a direct impact on client success and play a key part in Key Media’s growth. We welcome candidates who thrive in fast-paced, collaborative environments and are passionate about building meaningful client relationships.
You can find more about life at Key Media here: Life at Key Media on Vime

Key Responsibilities

• Client Relationship Management: Develop and maintain strong, long-term relationships with clients, acting as their trusted advisor and advocate within Key Media.
• Onboarding and Training: Lead new client onboarding processes, ensuring that clients are set up for success and are equipped with the knowledge needed to fully leverage Key Media’s offerings.
• Engagement and Adoption: Monitor client engagement levels, working closely with clients to promote active use of Key Media’s products and identify opportunities to deepen their platform engagement.
• Campaign Coordination: Coordinate client campaigns, collaborating with internal teams to meet client objectives, deliver on timelines, and optimise outcomes for multi-channel marketing initiatives.
• Performance Tracking: Track client success metrics, including product adoption, engagement, and satisfaction, and proactively address issues before they impact client satisfaction.
• Renewal and Upselling: Identify opportunities for upselling and renewal by understanding client goals and positioning additional products or services to align with those objectives.
• Cross-Functional Collaboration: Work closely with marketing, product, and sales teams to align client needs with Key Media’s strategic objectives and to ensure consistent messaging and client support .
• Reporting and Analytics: Provide regular updates on account health, success metrics, and proactive recommendations to clients and internal stakeholders

Role Requirements

• Experience: Minimum of 3 years in customer success, account management, or project management, ideally in digital media, publishing, or a related B2B environment.
• Education: Degree preferred, but relevant experience in customer-facing roles is essential.
• Technical Acumen: Familiarity with CRM systems and an understanding of digital marketing platforms.
• Results-Oriented: Demonstrated experience in achieving retention, growth, and client satisfaction metrics.
• Problem-Solving Abilities: Proactive and resourceful approach to anticipating client needs and resolving issues