Head of Customer Success

Looking to lead customer success at a media-tech business working with Apple and publishers including The Athletic, The Atlantic, News UK and The Telegraph?

We're Flat Plan, a SaaS and managed service company helping publishers deliver news content to millions of people on Apple devices. We're a preferred provider to Apple, working with hundreds of prestigious news organisations, helping them grow audience and revenue.

We're hiring a Head of Customer Success to lead the teams working with publishers once they become customers, improving how we onboard, support and develop those relationships as we grow.

Flat Plan has scaled fast in the last 12 months. Renewals have remained strong and churn is low, and the focus for this role is ensuring we retain the highest standards of success as we scale. We believe the experience we offer our customers is a differentiator, and it's vital we retain this.

You'll work closely with our Founder and CEO, our Chief of Staff and our Publisher Operations Manager to shape the best possible customer experience from sales handover through onboarding, ongoing support and account development.

You'll lead project management and customer success, and our Support Team Lead will report to you, while continuing to manage their team. Your responsibility will be to keep customer satisfaction high, measure it consistently and strengthen the processes behind it.

• Publisher goals:
  We work with editorial, audience and commercial teams to help publishers grow readership and revenue through Apple News and Apple News+.
• Clear ownership:
  You'll help our onboarding, support and account teams coordinate their work, so publishers know who to speak to and what happens next.
• Specialist input:
  Our Head of Client Strategy uses publisher data to advise on performance and growth, working alongside our Head of Audience on audience development.
• Account visibility:
  We use Attio, our CRM, to track account health, renewals and expansion opportunities.

• People leadership:
  Set clear expectations, coach regularly and give honest feedback. Develop and recognise strong performers. Address underperformance early with practical support.
• Onboarding:
  Review the journey from sales handover to post-launch and drive improvements to help publishers get live and see value sooner, with fewer issues to resolve afterwards.
• Support quality:
  Work with the Support Team Lead on service standards, customer communication and escalation routes, using continual feedback to improve the service.
• AI and automation:
  Lead the team's continued adoption of tools like Claude, including automation, use of Cowork and connectors. Spot and share inventive uses and give hands-on help where uptake is slower.
• Strategy:
  Set the direction for how we take publishers from signed to successful. Work out what needs to change across onboarding, support and account development and turn that into a plan the team works to.
• Account coverage:
  Review workloads and customer needs, then decide how often we meet each publisher, who owns the relationship and where specialist support is needed.
• Customer relationships:
  Stay close to customers, step into important conversations and make sure concerns reach the right people before they become bigger problems.
• Retention and expansion:
  Give the team clear ownership of renewals, account plans and growth opportunities, keeping the publisher's goals central to those conversations.
• Customer feedback:
  Work with Product and Engineering to address recurring issues, improve handovers and make sure customer insight informs priorities.
• Measurement:
  Establish baselines for onboarding time, post-launch fixes, support quality, adoption and customer feedback. Agree useful targets and report progress to leadership.

Within the first six months we'd expect smoother onboarding, fewer avoidable fixes after launch and clearer visibility of customer experience. The team should understand what they own, with less day-to-day coordination falling to our CEO and Chief of Staff.

• Customer leadership:
  Experience leading customer success, onboarding or service delivery in a growing SaaS or technology business.
• Strategic thinking:
  You can step back from the day-to-day, spot patterns across accounts and turn them into a clear plan with priorities and trade-offs. You've redesigned a customer journey, not just run one.
• People management:
  Evidence of improving team performance, developing people and handling difficult…