{"id":1641675,"url":"https://alion.io/job/dc-thomson-customer-success-manager","title":"Customer Success Manager","company":{"id":6371,"name":"DC Thomson","domain":"dcthomson.co.uk","url":"https://alion.io/company/dc-thomson","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom","Redhill, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":100000,"period":"year","method":"role_country_seniority_unknown","sample_n":196},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false}],"status":"live","first_seen_at":"2026-10-01T22:21:48Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-15T05:32:18Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Location: This is a hybrid role, with a mix of remote and regular office working in London and/or Redhill.\nRole purpose\nPuzzler, 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.\nPuzzler 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.\nThis 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.\nWorking 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.\nWith more than 50 years of heritage, Puzzler creates puzzles enjoyed by millions through newspapers, magazines, websites and apps. It's a fun, creative business with ambitious growth plans - and this new role will be right at the heart of them.\nOutcomes the role should drive\nEnsure B2B clients achieve their goals and can demonstrate clear ROI from Puzzler products.\nDeliver increased B2B client retention and lifetime value.\nDrive increased engagement and growth among our B2C digital audiences.\nResponsibilities\nBuild and manage strategic relationships with B2B clients, acting as a trusted partner.\nProactively identify risks and opportunities to improve customer retention and account growth.\nAnalyse customer behaviour, engagement and value to uncover actionable insights.\nTranslate insights into clear recommendations that improve performance and inform strategy.\nWork with product teams to prioritise and deliver improvements based on customer needs, insight and commercial value.\nBalance user needs with business objectives when making recommendations.\nContribute to digital and customer strategy, aligning customer success activity with commercial goals and portfolio priorities.\nIdentify opportunities to use new tools, automation and AI to improve customer insight, engagement and operational efficiency.\nRequirements\nSkills\nStrong relationship-building skills, with the ability to quickly establish credibility with clients from different industries and backgrounds.\nExcellent analytical skills, with the ability to turn data into actionable insights and recommendations.\nStrong communication and stakeholder management skills.\nEffective collaboration with product, technology, marketing and commercial teams.\nExcellent CRM discipline and experience using CRM and marketing platforms (HubSpot preferred).\nUnderstanding of the publishing industry (desirable).\nExperience\nExperience in customer success, customer experience, account management or a similar client-facing role within SaaS or B2B digital products.\nDemonstrable experience using analytics and customer data to drive retention, engagement or growth.\nExperience of planning, running and evaluating marketing campaigns (desirable).\nTo apply for this role, please follow our online application process and submit a CV and cover letter.\nClosing date for applications: 15th October 2026 at 5pm","description_format":"text","description_chars":3728,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","Digital Media"],"lifecycle":[{"event":"open","at":"2026-10-01T22:21:48Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled 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