Customer Success Manager, Ascential
1-2 days a week in office
Events. Intelligence. Advisory. Done differently.
Job no longer available
Events. Intelligence. Advisory. Done differently.
501-1000 employees
Job no longer available
1-2 days a week in office
501-1000 employees
Company mission
To create unmissable events that bring entire industries together in inspiring settings – from the south of France to Las Vegas and Bangkok – to have the conversations that count.
Role
Who you are
- Interest in the advertising, marketing and the creativity industry
- Desire to work in a customer facing role and customer-oriented environment
- Naturally enthusiastic and happy to speak with customers on the phone or in virtual meetings
- Go getter who is willing to learn and absorb ideas shared with them
- Energetic, curious, can-do attitude, problem solving and passion for storytelling
- Imaginative and a passion for presenting your ideas with clarity and enthusiasm
- Strong organisational & multi-tasking skills - good attention to detail and able to work under pressure
What the job involves
- We're looking for a Customer Success Manager (12 months Maternity Cover) to join our team in London as part of our Sales function
- You will report into the Commercial Director
- You will work with the Account Management team to ensure that our clients understand and get tangible value from our portfolio of products
- You will become the trusted advisor to our clients who range from the largest advertising agencies to leading brands and media owners
- We aim to build our partnerships and relationships with our customers to increase their understanding and usage of our suite of Contagious products and services
- You will increase the likelihood of renewal and upsell
- The majority of each day will be spent engaging with customers via meetings, speaking on the phone and building relationships with customers to increase their usage of Contagious IQ
- You will be recording key insights from customers on our systems and working with our leading Account Management team to strategies where to prioritise focus to ensure we hit our targets
- Working to engage with your customer through email, phone calls and meetings (online and offline)
- Tracking usage growth of your customers and reporting on this
- Being the first point of contact for our customers
- Helping with getting customers access to Contagious IQ and The Creative Accelerator
- Helping to manage leads for the Customer Success team
- Managing customer inboxes in a timely manager
- Identifying new users who should be given access to Contagious IQ, and working to train them so they understand how to use it effectively
- Meeting and exceeding your KPI targets on customer meeting activity
- Sharing customer insights with the wider team and colleagues
- Managing projects around team collaboration and sharing of resources and engagement strategies
- Collecting integral key information to help build the case for renewal - accurately recording insights on our systems, including Salesforce
- Arrange and deliver engaging workshops and onboarding sessions with customers, tailored to their needs to ensure customers understand the value - and that it’s integrates into their business processes
Salary benchmarks
Our take
Ascentia dates back to 1887 when it was founded as a newspaper investment company in the north of England. Its shift into business analysis and optimisation can be traced to its acquisition of Glenigan, a provider of leads and information for the construction industry in 1996. This move has evolved into an umbrella of companies which are today listed on the London Stock Exchange and the FTSE 250 Index.
After selling off many of its newspaper subsidiaries between the 90s and the 00s, Ascential utilised its catalogue of business insight to expand into events, commerce, marketing, and retail, owning dozens of businesses that provide information on and help businesses grow.
Ascential continues to grow internationally. With much the same intuition as when it evolved its magazine sector to capitalise on newspaper printing downtimes in the 50s, Ascential invested in Berlin and Singapore-based eCommerce and analytics startups in 2022. It has proven that despite being a legacy company, it still has its ear to the ground to elevate the next generation of digital media and marketing tools.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
6% employee growth in 12 months
Glassdoor (4.2)
Trustpilot (3.2)
Company
Company benefits
- Great learning and development opportunities
- Volunteering opportunities and charitable giving options
- Option to opt into the Ascential Shares Scheme
- 25 days of holiday - option to buy/ sell upto 5 days
- Pension
- Life Assurance and Income Protection
- Flexible benefits platform with options including Private Medical, Dental Insurance, Critical Illness and the Ascential Shares Scheme
- Employee assistance programme, season ticket loans and cycle to work scheme
Company values
- Creativity - We value and reward innovation, providing new products and services to our customers, and finding new ways of working within our business.
- Fairness - We build strong, ethical relationships based on mutual respect and trust.
- Empowerment - We trust our teams to act swiftly and independently to meet our customers’ needs.
- Focus - We prioritise clarity and focus to deliver high-quality outcomes. We are content to do a few things, exceptionally well.
Company HQ
Holborn, London, UK
Leadership
Phil Thomas
(CEO, not Founder)They have worked at Ascential for over 39 years in various roles, becoming the CEO in January 2024.
Diversity & Inclusion at Ascential
- Ascential is a people-powered company We’re committed to supporting each and every person that's part of Ascential. Fairness and Empowerment are two of our core values, and we weave them through everything we do. We unite people and invite them to discover more. More about each other. More about themselves. More about the world we live in. We believe that connections are the lifeblood of progress.
- We publish an annual Diversity, Equity, and Inclusion Report. This sets out our goals, commitments, and progress so far and ensures that our workforce matches the diversity of the communities we operate in.
- We conduct regular Inclusive Content Audits to ensure that the way we represent various groups in our internal and external content is fair and representative of the communities we operate in.
- We offer internships, apprenticeships and professional study support to bring people into our workplace from the start of their careers. We’re always on the lookout for curious, passionate people from every walk of life.
- We strive to create fair and inclusive recruitment processes that give everyone their best chance at success. Our recruitment teams offer training to hiring managers that keeps diversity, equity, and inclusion front of mind as they grow their teams. We also offer reasonable adjustments to our applicants, to ensure the recruitment process is accommodating for all.
- If you don't meet every single requirement, we'd still encourage you to apply. At Ascential, we are committed to creating a diverse, inclusive, and authentic workplace, so if you are excited about this role we would still like you to apply.
- We deliver Respect Training to our managers. This training is designed to equip managers with the tools, language, and frameworks required to create a workplace where our people feel valued, respected, included, and safe.
- We invest in employee groups and networks, empowering these groups to run educational events, support charities that they’re passionate about and share experiences with colleagues. These groups include Able to Thrive, Ascential Pride, Black in Business, and Empower Women's Network.
- At present, we have an almost equal gender split in our overall workforce. We’re proud to have been recognised in the Top 3 of the FTSE Women Leaders Review for Women on Boards since the launch of the rankings in 2016. We’re also listed in the Bloomberg Gender Equality Index.
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