Customer  Success Manager, WPP Open

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

Why we're hiring:

The Customer Success Manager is the strategic and operational partner for clients using the WPP Open Pro marketing platform. As a platform expert, the CSM develops a deep understanding of all features, workflows and use cases to ensure clients achieve maximum value. Blending customer success, campaign delivery, account management and creative production experience, the CSM delivers proactive, high-quality service with a ‘let me take care of that’ approach that builds trust and drives long-term adoption.

Role Purpose: 
To deliver exceptional client service and operational excellence across Open Pro accounts, ensuring clients achieve their marketing objectives and maximise value through seamless platform adoption, campaign delivery and strategic support. 

What you'll be doing:

Client Engagement & Account Stewardship

• Manage a portfolio of client accounts as their primary point of contact, expertly handling communications, expectations, and deliverables.

• Deeply understand client goals and marketing strategies to ensure effective platform utilisation and impactful execution.

• Proactively anticipate client needs, resolve issues, and take full ownership with a solutions-focused, "let me take care of that" approach.

Onboarding & Empowerment

• Lead new client onboarding, ensuring seamless platform setup, access, and comprehensive capability training.

• Collaborate with internal teams (Sales, Product, Support) and agency partners for smooth transition from sale to activation.

• Serve as the Open Pro subject matter expert, providing comprehensive guidance on features, workflows, and best practices.

Performance Optimisation

• Oversee campaign setup, monitoring, and reporting, ensuring delivery against KPIs and SLAs.

• Deliver actionable insights and recommendations to optimize performance and client ROI.

Account Growth & Retention

• Identify and pursue opportunities for account growth, upsell, and feature adoption through proactive engagement and platform education.

• Drive renewals by demonstrating clear value, tangible results, and platform impact.

Process & Product Enhancement

• Collaborate cross-functionally to enhance processes, workflows, and the overall client experience.

• Integrate client feedback and insights into platform development and service improvement.

What you'll need:

Key Skills & Experience: 

• Creative Production: Comprehensive understanding of end-to-end production processes, gained from proven experience in creative production environments.

• Client Management: Solid background in customer success, account management, or operations, with essential experience in a marketing agency. MarTech or SaaS platform experience is a significant plus.

• Digital Marketing: Strong grasp of digital marketing workflows, campaign delivery, and performance optimization.

• Relationship & Communication: Excellent relationship management and communication skills, capable of managing diverse stakeholders and priorities.

• Project Management: Highly organized with robust project management capabilities and meticulous attention to detail.

• Commercial Acumen: Commercially minded, experienced in supporting renewals, upsells, and platform adoption.

• Analytical Ability: Comfortable using data and analytics to track performance and generate actionable insights.

• Proactive & Collaborative: A collaborative, solutions-oriented, and proactive approach to client success and continuous improvement.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-Onsite

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

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