Job Description Our Customer Success Manager will be the primary point of contact for clients of Burlington Media’s corporate subscription business units – Unicorn and Legal Support Network. You will be pioneering the CS function at Burlington Media, building the foundations for the discipline to play an increasingly powerful role into the future.
The CSM will play a pivotal role in ensuring customers derive maximum value from their subscriptions. This individual will be responsible for onboarding, retention, proactive engagement and addressing any challenges clients encounter. The role requires a strong understanding of the business areas, excellent communication skills, and the ability to maintain lasting customer relationships to drive satisfaction, loyalty, and renewal rates.
Reward: £32,000-£40,000pa plus bonus
Key responsibilities:
Onboarding and Education
Guide new clients through the onboarding process, ensuring they understand how to access and use the services effectively (for Unicorn this will be in concert with the Product Manager)
Develop and update client onboarding materials (guides, tutorials, webinars) to streamline education and engagement
Offer personalised onboarding support for Unicorn accounts and where needed for LSN
Customer Retention and Relationship Management
Build and nurture rel...