Customer Success Manager, UK

What you'll do:

• Serve as the primary contact for Enterprise and Mid-Market customers across the UK, driving retention, growth, and long-term customer success
• Own the customer lifecycle from post-sale through renewal, ensuring customers realize value and achieve their communications objectives at every stage
• Lead onboarding for all new Mid-Market and Enterprise customers, including discovery sessions, tailored training programs, adoption planning, and ongoing onboarding check-ins
• Drive platform adoption and engagement by identifying opportunities to increase product usage, stakeholder alignment, and customer outcomes
• Design and deliver customized reporting solutions, including CCR reports and Curation Engine-based reports, while ensuring compliance with UK-specific licensing requirements where applicable
• Provide strategic guidance and best-practice recommendations through virtual and in-person customer meetings, executive business reviews, and account walkthroughs
• Consistently achieve quarterly revenue, retention, and expansion goals through proactive account management and renewal planning
• Manage customer feedback and deliver actionable insights to internal stakeholders to influence product development, customer experience, and go-to-market strategies
• Negotiate contracts and renewal agreements to support long-term customer growth and partnership success
• Serve as a specialist resource for UK-specific customer questions, including media landscape insights, journalist and publication expertise, and regional communications trends
• Advise customers on copyright, content licensing, and NLA/ECLIPS-related requirements, supporting compliant reporting workflows and content access solutions
• Partner cross-functionally with Product, Support, Sales, Marketing, and Leadership teams to advocate for UK customer needs and market requirements
• Support the planning and execution of customer events, networking opportunities, journalist panels, thought leadership initiatives, and other UK-focused activities