{"id":2629901,"url":"https://alion.io/job/wpp-customer-success-lead","title":"Customer Success Lead","company":{"id":5467,"name":"WPP","domain":"wpp.com","url":"https://alion.io/company/wpp","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":33,"ghost_share":0,"stale_share":0.485,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":66000,"max_usd":166000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-10-15T14:35:58Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-19T02:12:26Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"WPP is the trusted growth partner for the world’s leading brands. \nWe unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company - powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. \n\nWe work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.\n\nOur people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. \n\nFor more information, visit WPP.com.\n\nThe opportunity\nWe’re looking for a Customer Success Lead to drive client adoption, build user capability and ensure customers realise lasting value from WPP Open Pro.\nCustomer Success sits at the heart of the client experience, helping customers move beyond simply accessing the platform to using it confidently, independently and effectively. You’ll own a portfolio of clients, leading their journey from onboarding and training through to sustained adoption and measurable outcomes.\nThis is a hands-on leadership role combining client relationship management, platform expertise and team development. You’ll work closely with WPP agencies, production partners and internal teams to deliver the right level of support for each client, whether through self-serve, blended or managed delivery models.\nAlongside managing your own portfolio, you’ll lead and develop members of the Business Solutions team, setting high standards for delivery and helping the function scale as the Open Pro client base grows.\nWhat you’ll be doing\nDriving adoption and client value\nOwn adoption across your client portfolio, helping users progress from initial access to confident, active and self-sufficient use of Open Pro.\nIdentify and remove barriers to adoption, increasing platform usage and the value clients get from it.\nBuild client capability through coaching, training and ongoing guidance, reducing reliance on hands-on support over time.\nMonitor adoption, capability, client satisfaction and value realised, intervening proactively when engagement or usage declines.\nBuild trusted relationships with client stakeholders, aligning priorities and keeping success at the centre of every interaction.\nLeading onboarding and the client lifecycle\nDesign and deliver onboarding and adoption journeys tailored to each client’s needs, experience and operating model.\nConfigure client environments to reflect their brand requirements, workflows and governance.\nProvide ongoing support beyond go-live through structured check-ins, coaching and continuous improvement.\nUse your knowledge of digital advertising production, creative delivery and campaign activation to help clients translate platform capabilities into business outcomes.\nBe hands-on with Open Pro, demonstrating how its Plan, Create and Publish capabilities work together to support end-to-end marketing workflows.\nScaling delivery through effective partnerships\nApply the right delivery model for each client, from self-serve to blended and managed support.\nWork with WPP agencies and production partners to deliver consistent, high-quality client experiences at scale.\nEstablish clear roles, responsibilities and service expectations across internal teams and external partners.\nSupport agency certification and capability-building, extending the network’s ability to deliver within Customer Success frameworks.\nHelp refine processes, standards and service models as the client base and function expand.\nCollaborating across the business\nPartner closely with Sales, Product, Operations and Content Innovation to deliver a joined-up client experience.\nBring the client voice into product development, sharing actionable feedback on adoption challenges, user needs and opportunities to improve the platform.\nSupport clients through change management, helping them evolve their processes and ways of working.\nWork with colleagues to identify opportunities to improve delivery, strengthen client capability and make Customer Success more effective.\nWhat you’ll bring\nSignificant experience in Customer Success, client services, account management or performance marketing, ideally within SaaS, marketing technology or an agency environment.\nExperience leading client-facing teams or managing complex client portfolios, with a track record of coaching and developing others.\nStrong, practical knowledge of digital advertising production, creative delivery and campaign activation.\nConfidence working hands-on with marketing technology platforms and demonstrating end-to-end workflows. You’ll be comfortable showcasing Open Pro across Plan, Create and Publish.\nA proven ability to drive product adoption, develop user capability and help clients become more self-sufficient.\nExperience working across different delivery models, including self-serve, blended and managed services, and collaborating with external partners.\nCommercial awareness and the ability to shape service models, scope delivery and communicate value clearly.\nStrong stakeholder management and communication skills, with the credibility to advise senior clients and influence internal teams.\nExperience supporting change management and designing or improving operational processes.\nA proactive, hands-on approach, with a strong sense of ownership and a focus on practical outcomes.\nIt would also be great if you have:\nExperience supporting enterprise marketing teams or platforms at scale.\nFamiliarity with WPP or other agency networks.\nAn understanding of AI-powered marketing tools and content automation workflows.\nExperience building or scaling a Customer Success or client services function.\nFamiliarity with WPP Open, WPP Open Pro or comparable AI-powered marketing platforms.\nWho you are:\nYou're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.\nYou're optimistic: We believein the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.\nYou're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.\nWhat we'll give you:\nPassionate, inspired people - We aim to create a culture in which people can do extraordinary work.\nScale and opportunity - We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.\nChallenging and stimulating work - Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?\n#LI-Hybrid \nWe believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.\nWPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.\nPlease read our Privacy Notice (https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment) for more information on how we process the information you provide.","description_format":"text","description_chars":7871,"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":["Continuous learning"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Advertising","Creative Agencies","Digital Marketing","Media & Audience Measurement"],"lifecycle":[{"event":"open","at":"2026-10-15T15:49:16Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":56,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/wpp-customer-success-lead","json_url":"https://alion.io/job/wpp-customer-success-lead.json","meta":{"generated_at":"2026-10-19T04:38:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2772,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5467},"rest":"https://alion.io/mcp/rest/get_company?id=5467"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwpp-customer-success-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwpp-customer-success-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwpp-customer-success-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wpp-customer-success-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwpp-customer-success-lead"}]}