About the Role
We are seeking an experienced Customer Success Manager to join our music publishing team with the Academic Division. The Customer Success Manager delivers excellent service across print and digital revenue streams, managing long standing customer relationships while effectively supporting the onboarding and development of new business. Working closely with Business Development Managers and Business Operations, they ensure a consistent, high quality customer experience through proactive engagement, efficient issue resolution, and a strong understanding of evolving customer, composer and partner needs. They also own and optimise Salesforce to improve data accuracy, reporting, and internal workflow, driving greater efficiency and effectiveness across the Music business.
Key responsibilities in this role will include:
1. High Customer Satisfaction: Deliver consistently positive feedback and strong satisfaction scores from digital and retail customers through responsive, knowledgeable and proactive support.
2. Effective Account Management: Maintain strong relationships with established print customers while actively supporting digital and new customer onboarding, ensuring smooth adoption, timely issue resolution, and clear communication throughout the customer lifecycle.
3. Composer and Creator Relationship Support: Support and maintain positive relationships with composers and creators by ensuring clear communication, responding to queries promptly, and supporting facilitation of smooth delivery of assets, updates and promotional opportunities.
4. Operational collaboration: Work closely with Operations to ensure high quality service delivery, efficient handling of customer queries, and continuous improvement of end to end processes.
5. Salesforce Ownership: Maintain accurate customer data, support colleagues with system usage, and contribute to process improvements that enhance reporting, workflow efficiency, and customer visibility.
6. Retention Support: Proactively monitor customer engagement, identify risk indicators early, and take action to retain customers by ensuring they receive timely support, clear communication, and an experience that meets their ongoing needs
7. Growth Support: Collaborate with Business Development Managers to identify opportunities for expansion across digital and emerging product areas, sharing customer insights that inform tailored recommendations and support long term account growth.
We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.
About You
To be successful in this role, you will ideally have/be:
8. Deep customer success expertise, ideally gained in a creative, digital, or rights based environment.
9. Strong knowledge of Salesforce (administrator level understanding desirable).
10. Excellent organisational and prioritisation skills.
11. Strong understanding of customer lifecycle and account management principles; customer centric mindset and proactive approach.
12. High data literacy with the ability to interpret insights and recommend actions.
13. Ability to manage relationships with both customers and composers.
14. Exceptional communication skills, with the ability to tailor messaging to different audiences.
15. Good understanding of change management processes.
16. Confident, resilient, and solutions focused; Able to work independently while contributing to a collaborative team culture.
17. Growth oriented, with openness to learning and continuous improvement; positive and adaptable outlook in a dynamic environment.
Benefits
We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.
We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.
This role comes with the added benefit of a discretionary annual payment.
Please see our Rewards and Recognition page for more information.