Client Success Manager - based in either UK (hybrid) or New York, USA (remote)
Progressive Media Investments is a market-leading multimedia business delivering world-class content across lifestyle, luxury, and technology sectors. Under the leadership of our new Managing Director - Lifestyle, we are embarking on an exciting period of growth and innovation.
We are seeking a dynamic and experienced Client Success Manager to lead and optimise our client relationships across enterprise solution accounts for our prestigious brands, including Elite Traveler, Spear’s, and World of Fine Wine. This role is pivotal in driving outstanding results for major clients, ensuring seamless service delivery, and fostering lasting partnerships.
As the Client Success Manager, you will oversee strategic planning, interactions, and service delivery to maximise client satisfaction, retention, and growth. Leveraging our innovative Orbit technology and end-to-end solution-based programs, you will work closely with internal teams to ensure seamless execution and exceptional outcomes, making client success the cornerstone of our business growth.
Key responsibilities
Client management:
* Develop and execute a comprehensive client success strategy tailored to enterprise accounts.
* Act as a trusted advisor for key stakeholders, guiding interactions and strategic planning to meet and exceed client objectives.
* Monitor client satisfaction and campaign outcomes, providing actionable insights to enhance performance.
* Drive contract renewals and upselling opportunities by demonstrating the value of our solutions and Orbit technology.
Service delivery excellence:
* Oversee service delivery to ensure client goals are met and campaigns are executed flawlessly.
* Resolve challenges proactively, maintaining trust and confidence with clients.
* Collaborate with sales, editorial, operational teams and our bid manager to align strategies and deliver value.
* Ensure effective deployment of Orbit technology to drive results and optimise client programs.
* Track and report on key performance indicators, aligning results with business goals.
Team leadership:
* Lead and mentor a team dedicated to client success, ensuring high standards of service delivery and performance.
* Foster a culture of collaboration, accountability, and continuous improvement within the client success team.
Innovation and growth:
* Continuously refine client success frameworks, introducing innovative ideas to elevate service delivery.
* Leverage data-driven insights from Orbit and other tools to identify opportunities for improvement and growth.
* Contribute to the development of new client packages and initiatives that align with business objectives.
Skills and experience:
* Extensive experience in client success, account management, or a related role (preferred 5+ years)
* Proven experience managing enterprise-level accounts, ideally within media, luxury, or lifestyle industries.
* Strong track record of achieving high client satisfaction and retention rates.
* Exceptional communication and relationship-building skills.
* Strategic thinker with the ability to translate client needs into actionable plans.
* Data-driven approach to measuring success and identifying opportunities for improvement.
* Familiarity with end-to-end program management and deployment of technology-driven solutions.
* Passionate about delivering outstanding client outcomes.
* Collaborative and able to work effectively across teams and time zones.
* Proactive, solution-oriented, and capable of managing complex client demands.
* Detail-oriented, with a focus on maintaining the highest standards of services and our clients achieving success
* Excited to contribute to the growth and prestige of our global brands.
Applications meeting the selection criteria will be reviewed as soon as possible.
Progressive Media Investments values diversity and is an equal opportunity employer. Please inform the hiring manager if you require any reasonable adjustments so that you can fully participate in the recruitment process.
Please note, candidates must have, or be able to obtain, the right to live and work in the United Kingdom or United States, depending on your location.