PA Media is the UKs 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.
Our purpose is simple:We build trust in news, data and content.This sits at the heart of everything we do, from the products we create to the partnerships we build.
About the role
This is a high-impact role within PA Medias Commercial function, focused on our most valuable Tier 1 client relationships.
As Customer Success & Key Accounts Director, you will be responsible for driving the strategy, growth, and retention of our top-tier accounts. You will act as a strategic partner to senior client stakeholders, ensuring we deliver long-term value while identifying opportunities to expand and deepen relationships.
This role sits at the heart of our ambition to place the customer at the centre of everything we do - moving beyond traditional account management to a proactive, insight-led partnership approach.
What youll be responsible for
Strategic Client Leadership
Own and develop relationships with PA Medias most important clients, acting as a trusted advisor at senior level
Build and execute strategic account plans focused on long-term value and partnership
Retention & Growth
Drive renewal strategies to secure and maximise core revenue
Identify and deliver upsell and cross-sell opportunities across PA Medias portfolio
Contribute to year-on-year revenue growth from key accounts
Customer Success Excellence
Embed best practice in customer success management across key accounts
Proactively manage account health, ensuring high levels of satisfaction and engagement
Lead on resolving client challenges quickly and effectively
Cross-functional Collaboration
Work closely with Product, Editorial, and Commercial teams to align solutions with client needs
Act as the voice of the customer to influence innovation and service development
About you
You are commercially astute and relationship-driven, with a proven track record of managing and growing high-value client portfolios.
Youll bring:
Significant experience in Customer Success or Key Account Management at a senior level
Experience in media, publishing, or information services
A strong track record of driving retention and revenue growth from strategic clients
Exceptional relationship-building, negotiation, and influencing skills
A strategic mindset with the ability to translate client needs into business opportunities
It would be great if you also have:
Exposure to product or innovation-led environments
Familiarity with CRM platforms such as Salesforce
Experience working with major UK and Ireland news publishing organisations
What we offer
Competitive salary and commission
5 weeks holiday plus public holidays, with the option to buy more
Company pension (8% overall contribution)
Life assurance (4x salary)
Enhanced family leave
Wellbeing and volunteering days
On-site gym
REF-228 246
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