Customer Success Manager

Role Overview

This is a hybrid role, with a mix of remote and regular office working in London and/or Redhill. The Customer Success Manager will help shape the future growth of Puzzler, a UK-based puzzle brand. The role involves building relationships, uncovering insights from data, and seeing the direct impact of work. The manager will work across both B2B and B2C audiences, helping partners get maximum value from Puzzler’s products while identifying opportunities to grow engagement, retention, and revenue.

What You Will Do

The Customer Success Manager will spend time talking to clients, understanding what drives customer engagement, and using evidence and experimentation to turn great ideas into measurable results. The manager will analyse customer behaviour, engagement, and value to uncover actionable insights, and translate these insights into clear recommendations that improve performance and inform strategy.

Why It Might Be a Fit

The ideal candidate will combine strong relationship-building skills with a passion for data and customer insight to unlock the next phase of growth. The role requires a commercially minded and data-driven approach, with the ability to quickly establish credibility with clients from different industries and backgrounds.

Requirements

• Strong relationship-building skills
• Excellent analytical skills
• Strong communication and stakeholder management skills
• Effective collaboration with product, technology, marketing, and commercial teams
• Excellent CRM discipline and experience using CRM and marketing platforms (HubSpot preferred)
• Understanding of the publishing industry (desirable)
• Experience in customer success, customer experience, account management, or a similar client-facing role within SaaS or B2B digital products
• Demonstrable experience using analytics and customer data to drive retention, engagement, or growth
• Experience of planning, running, and evaluating marketing campaigns (desirable)

Benefits

• Competitive salary
• Benefits package
• Pension scheme
• Life insurance
• Healthcare
• Dental insurance
• Vision insurance
• Paid holidays
• Flexible working hours
• Home working options
• Travel expenses
• Training and development opportunities

Tagged as: Data Analysis, HubSpot