About us
PA Media is the UK's national news agency, delivering trusted news, information, and content to media, brands, and businesses for over 150 years.
As a leader in the media and content distribution landscape, we provide innovative solutions that empower our clients to stay ahead in a rapidly evolving digital world.
We are proud of our values, Collaboration, Integrity, Innovation and Ambition, and we encourage our people to demonstrate them every day in how they work and support each other.
We are committed to creating an inclusive environment where your unique skills, experiences, and perspectives are valued. Flexible working is supported, and we\'re open to discussing arrangements that suit your needs.
If you require any adjustments during the recruitment process, please let us know - we\'re here to support you every step of the way.
About the role
This is an exciting new role at PA Media Group, a pivotal opportunity to establish and lead our Customer Success & Key Accounts function.
We\'re evolving how we engage with our clients, moving from traditional account management towards a proactive, partnership-led model. As Head of Customer Success & Key Accounts, you will play a central role in this transformation, leading a talented team, redefining client relationships, and ensuring customer outcomes are at the heart of everything we do.
You will be responsible for shaping the strategy, building trust with senior stakeholders, and helping the business recognise the real value of a customer success approach. It\'s a chance to create a function that not only drives retention and revenue growth but also positions PA Media as a long-term partner and enabler of success for our clients.
Key Deliverables
Leadership & Strategy
* Lead, coach, and evolve the Key Accounts team into a high-performing Customer Success function.
* Define and deliver a scalable strategy focused on long-term value, customer satisfaction, and revenue growth.
* Act as the voice of the customer, influencing product, service, and organisational priorities.
Onboarding & Adoption
* Own and optimise onboarding for all new customers, ensuring seamless handover from new business and rapid time-to-value.
* Partner with internal teams to design tailored onboarding journeys.
Relationship Management & Retention
* Build and maintain deep, strategic relationships with key accounts.
* Drive satisfaction, adoption, and retention by proactively managing account health.
* Create frameworks such as reviews, training, and case studies to demonstrate client success.
Revenue Growth
* Identify upsell and cross-sell opportunities by aligning client challenges with PA's wider solutions.
* Collaborate with Sales and Marketing to design playbooks and expansion frameworks.
About you
You will be a confident and strategic leader with a proven track record of driving customer success and shaping teams. You\'ll be comfortable influencing senior stakeholders and managing upwards, building trust and credibility across the organisation.
You\'ll bring:
* Proven leadership experience in Customer Success, Account Management, or Sales Leadership, ideally in media, SaaS, or B2B services.
* A strategic mindset with evidence of delivering retention and growth through structured engagement.
* Strong coaching and transformation experience, leading teams through change.
* Excellent communication and relationship-building skills, with the ability to influence at all levels.
* Experience with CRM and customer lifecycle tools such as Salesforce, HubSpot, or Gainsight.
What we offer you
This is a unique opportunity to build and lead a brand-new function, shaping how PA Media partners with its customers for the future. You\'ll have visibility across the business and the chance to influence strategy at the highest level. We recognise your contribution with a benefits package that includes:
* Competitive salary and bonus
* 5 weeks\' holiday plus 8 public holidays, with the option to buy more
* On-site gym
* Life assurance (4x salary)
* Enhanced maternity, paternity and adoption leave
* Company pension
* Wellbeing day (1 annually)
* VolunteerING day (1 annually)
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