Customer Success Manager

Join MVF's Brand Amplification team as a Customer Success Manager - a client-facing role at the heart of MVF's B2B media business, where you will own a portfolio of digital campaigns, build lasting client relationships, and help shape the growth of our Brand Amplification product suite.
What we're offering you:

• Summer Fridays
• Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days)
• Hybrid working - 3 days a week in the office
• Closed for Christmas holidays - Extra days not taken from your annual holiday allowance.
• Work from anywhere for 2 weeks a year
• Life Assurance and Income Protection to protect your loved ones
• Benefits allowance for health, dental, and vision coverage
• Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same-sex and adoptive parents
• Defined Contribution Pension and Salary Sacrifice Scheme
• Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families
• Family Forward support for our MVF parents and their mini-mes
• 2 charity days a year
• Free breakfast when in the office

The Role
Are you confident, proactive, and client-focused? Do you enjoy being in front of clients, have a passion for digital media and take pride in the campaigns you manage? If so, this is an exciting opportunity to join MVF's Brand Amplification team as a Customer Success Manager.
In this role, you will be a key point of contact for a portfolio of B2B clients, managing their campaigns day-to-day and building strong, outgoing relationships. You will work closely with and report into the Revenue Operations Manager, contributing to client renewal strategies and feeding back campaign performance, market intelligence, and product ideas to help shape how the team grows. You will support MVF's Brand Amplification suite - mainly MQLs, as well as newsletters, sponsored content, advertorials, and display ads - and play an active role in improving both campaigns and processes.
This role suits someone who is proactive and confident: you do not wait to be told what to do, you communicate clearly, and you bring thoughtful observations back to your manager to help drive better outcomes for clients and the business.
Responsibilities:

1. Serve as the day-to-day point of contact for a portfolio of B2B clients, building trusted relationships with both sales and the client.
2. Conduct regular check-in calls with clients to discuss campaign performance and make relevant amendments and optimisations.
3. Manage live digital campaigns end-to-end, ensuring they are trafficked correctly, performing against KPIs, and delivering maximum value for clients.
4. Handle client queries and day-to-day questions with professionalism and confidence.
5. Prepare bespoke proposals and campaign reports for clients, presenting data-driven insights and recommendations clearly.
6. Support the Revenue Operations Manager in developing client renewal strategies - contributing performance data, client feedback, and observations that inform renewal conversations.
7. Understand client performance and the metrics clients use to determine campaign success.
8. Actively contribute to building the commercial value of MVF's Brand Amplification portfolio and bring ideas for new upper-funnel products or campaign formats.
9. Conduct regular competitor analysis - researching other MQL vendors and digital advertising companies on pricing, ad formats, and client portfolios.
10. Stay across industry trends in B2B demand generation and branded content, flagging relevant developments to the wider team.

Our Team
The Brand Amplification team sits within MVF's media business, dedicated to connecting B2B brands with high-quality, in-market audiences. We operate across a full suite of upper-funnel products - from MQL campaigns and sponsored content to newsletters, advertorials, and display advertising - with a daily focus on delivering exceptional campaign outcomes for our clients.
What Success Looks Like:

• Clients receive consistent, proactive communication and feel confident their campaigns are being well-managed through regular check-in calls and campaign updates.
• Campaigns are trafficked accurately and optimised regularly, consistently hitting or exceeding agreed KPIs.
• Renewal conversations are well-supported with clear performance data and timely client feedback fed back to management.
• Competitor research and market intelligence is delivered regularly and used to inform product and pricing decisions.
• New product ideas and process improvements are contributed proactively and discussed with management.
• Internal stakeholders trust you to manage your client portfolio reliably and escalate the right things at the right time.

Our Ideal MVFer:
In an ideal world, we are looking for someone who brings the following:

• Minimum 2 years of experience in a client-facing demand generation or content syndication role.
• Comfortable managing client relationships and conducting regular check-in calls with confidence and professionalism.
• Solid campaign management experience.
• A proactive, self-starting mindset - able to identify opportunities and act on them without waiting for direction.
• Excellent written and verbal communication skills, including presenting campaign data clearly and handling challenging conversations calmly.
• Organised and detail-oriented; able to manage multiple campaigns and client relationships simultaneously.
• Proficiency in Microsoft Office Suite or Google Workspace.
• (Preferred) Experience in a media agency, publisher, or B2B digital media environment.
• (Preferred) Familiarity with branded content: newsletters, sponsored content, advertorials, and display advertising.
• (Preferred) Exposure to MQL-based advertising products and B2B demand generation funnels.