Customer Success Manager, DC Thomson
Leading media organisation
Be an early applicant
Leading media organisation
1001+ employees
Be an early applicant
1001+ employees
Company mission
DC Thomson has a proud heritage of creating trusted brands that enlighten and entertain audiences across the globe.
Role
Who you are
- We're looking for someone who can combine strong relationship-building skills with a passion for data and customer insight to unlock the next phase of growth
- This is a unique opportunity for someone who loves building relationships, uncovering insights from data, and seeing the direct impact of their work
- Strong relationship-building skills, with the ability to quickly establish credibility with clients from different industries and backgrounds
- Excellent analytical skills, with the ability to turn data into actionable insights and recommendations
- 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)
What the job involves
- Puzzler, part of DC Thomson, is looking for a commercially minded and data-driven Customer Success Manager to help shape the future growth of one of the UK's most loved puzzle brands
- You'll spend your time talking to clients, understanding what drives customer engagement, and using evidence and experimentation to turn great ideas into measurable results
- Working across both our B2B and B2C audiences, you'll help partners get maximum value from our products while identifying opportunities to grow engagement, retention and revenue
- Whether you're analysing customer behaviour, marketing a new product feature, or having a conversation with a client about their goals, you'll play a pivotal role in helping Puzzler continue to evolve and thrive in the digital world
- Ensure B2B clients achieve their goals and can demonstrate clear ROI from Puzzler products
- Deliver increased B2B client retention and lifetime value
- Drive increased engagement and growth among our B2C digital audiences
- Build and manage strategic relationships with B2B clients, acting as a trusted partner
- Proactively identify risks and opportunities to improve customer retention and account growth
- Analyse customer behaviour, engagement and value to uncover actionable insights
- Translate insights into clear recommendations that improve performance and inform strategy
- Work with product teams to prioritise and deliver improvements based on customer needs, insight and commercial value
- Balance user needs with business objectives when making recommendations
- Contribute to digital and customer strategy, aligning customer success activity with commercial goals and portfolio priorities
- Identify opportunities to use new tools, automation and AI to improve customer insight, engagement and operational efficiency
Application process
- To apply for this role, please follow our online application process and submit a CV and cover letter
- Closing date for applications: 15th October 2026 at 5pm
Salary benchmarks
Our take
DC Thomson was founded in 1905 and has now become one of the leading media organisations in the UK. Their trading companies include Findmypast, Brightsolid, Beano Studios, The Stylist Group, Puzzler Media and DC Thomson Media.
Originally firmly focused on publishing, with a portfolio of magazines and newspapers, the company has now diversified into digital technology, radio, TV and events. They also have a long tradition of entrepreneurial investment and a portfolio across both private and public markets, spanning media, technology, retail, agricultural technology and the circular economy.
DC Thomson continues to be a privately owned, family-run business. The nature of the business means that there is a balance between strength from their heritage and strength from innovation. Moving forward, they will be particularly focused on organic growth in the digital subscriber and membership space.
Steph
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Company benefits
- 34 Days Holiday
- Your Birthday off
- Pension - Defined Contribution scheme with a minimum employee contribution of 3% of your basic salary which is matched by 6% company contribution. You can increase these contributions up to 6% of your basic salary at which point the Company will contribute up to 9%
- Health Cash Plan
- Reduced subscriptions across our print/online products
- Flexible, remote and Hybrid Working Options
Company HQ
Dundee, UK
Leadership
Lee Wilkinson
(CTO & Director of Product and Technology (Not Founder))Lee has worked as Head of Business Products at the Financial Times, Director of Digital Product Strategy at News UK, and VP of Strategy & Product at Hearst. They also worked as SVP of Global Product and Design at Condé Nast.
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