Customer Success Program Lead (Academic Publishing)

TL;DR

Customer Success Program Lead (Academic Publishing): Driving global enablement and customer success activities for Open Research B2B agreements with an accent on tracking key metrics and data-driven interventions. Focus on leading the rollout of innovative tools, managing cross-regional teams, and optimizing the transition to open access publishing.

Location: Must have the right to live and work in the UK and be based within a commutable distance of the Milton Park office (relocating to Oxford city centre in late 2027/early 2028) for a minimum of 3 days per week in-person.

Company

hirify.global is a FTSE 100 leading academic publishing and business intelligence company focused on creating unique content and connectivity for global customers.

What you will do

• Own and report on program health metrics for Open Research agreements to drive the transition to open access publishing.
• Deliver global enablement and post-sales resources to ensure sales teams can grow and retain revenue.
• Advise Account Managers during renewals and negotiations to improve customer satisfaction and business retention.
• Lead and manage a team consisting of a Senior Manager in the UK and a Manager in Japan.
• Handle commercial escalations and coordinate cross-functional efforts to remove barriers to success.
• Orchestrate the rollout of strategic projects and new commercial models to address market pain points.

Requirements

• Right to work in the UK is mandatory.
• Proven experience in customer success or commercial enablement, specifically with high-value B2B agreements.
• Strong background in data analysis, reporting, and using AI technologies for strategic decision-making.
• Experience in consultative selling and multi-year contract negotiation.
• Prior experience managing teams and navigating cross-cultural dynamics.
• Exceptional commercial acumen and strategic problem-solving skills.

Nice to have

• Familiarity with Open Research business models and trends in scholarly communications.
• Direct sales experience within the publishing industry.

Culture & Benefits

• Balanced working model with a flexible culture and focus on work-life balance.
• 25 days annual leave plus birthday leave and 3 discretionary holiday season days.
• Company-funded private medical insurance and a 24/7 employee assistance programme.
• Financial perks including a pension scheme, life assurance, and a Share Match plan.
• Dedicated time for growth with 4 paid volunteering days per year.