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 400 apps for hundreds of the biggest publishers in the world including The Boston Globe, The Independent, New Scientist, The Minnesota Star Tribune, The Spectator, Condé Nast, Reach, DMG Media, 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.

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 continued growth across Europe and wider markets.

KEY RESPONSIBILITIES:

• Demonstrate best-in-class Customer Success principles and operational effectiveness
• Be responsible for key customer retention and growth targets, working alongside our Customer Support and Product teams to consistently improve customer satisfaction targets
• Be your customers’ 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(s) and carry out regular business reviews to ensure we are doing everything we can to contribute to and be a part of their success
• Be data driven in your approach, working closely with our consulting team to make sure customers understand how their app and/or site(s) are performing against industry benchmarks and making sure we can always measure and enhance their success with our products
• Effectively manage projects with multiple stakeholders, work alongside our technical Project Managers to deliver larger custom projects and help to manage smaller, out-of-the-box projects alongside the Customer Support team
• Stay on top of our product roadmap and ensure your customers are kept up to date with the latest product features and versions
• Work closely with the product team to provide valuable input and insights based on discussions with your customers
• 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 our sales team to help identify opportunities for growth within accounts
• Own and manage 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