Customer Success Lead

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We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.

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We’re looking for a Customer Success Lead to drive client adoption, build user capability and ensure customers realise lasting value from WPP Open Pro.

Customer Success sits at the heart of the client experience, helping customers move beyond simply accessing the platform to using it confidently, independently and effectively. You’ll own a portfolio of clients, leading their journey from onboarding and training through to sustained adoption and measurable outcomes.

This is a hands‑on leadership role combining client relationship management, platform expertise and team development. You’ll work closely with WPP agencies, production partners and internal teams to deliver the right level of support for each client, whether through self‑serve, blended or managed delivery models.

Alongside managing your own portfolio, you’ll lead and develop members of the Business Solutions team, setting high standards for delivery and helping the function scale as the Open Pro client base grows.

• Own adoption across your client portfolio, helping users progress from initial access to confident, active and self‑sufficient use of Open Pro.
• Identify and remove barriers to adoption, increasing platform usage and the value clients get from it.
• Build client capability through coaching, training and ongoing guidance, reducing reliance on hands‑on support over time.
• Monitor adoption, capability, client satisfaction and value realised, intervening proactively when engagement or usage declines.
• Build trusted relationships with client stakeholders, aligning priorities and keeping success at the centre of every interaction.

• Design and deliver onboarding and adoption journeys tailored to each client’s needs, experience and operating model.
• Configure client environments to reflect their brand requirements, workflows and governance.
• Provide ongoing support beyond go‑live through structured check‑ins, coaching and continuous improvement.
• Use your knowledge of digital advertising production, creative delivery and campaign activation to help clients translate platform capabilities into business outcomes.
• Be hands‑on with Open Pro, demonstrating how its Plan, Create and Publish capabilities work together to support end‑to‑end marketing workflows.

• Apply the right delivery model for each client, from self‑serve to blended and managed support.
• Work with WPP agencies and production partners to deliver consistent, high‑quality client experiences at scale.
• Establish clear roles, responsibilities and service expectations across internal teams and external partners.
• Support agency certification and capability‑building, extending the network’s ability to deliver within Customer Success frameworks.
• Help refine processes, standards and service models as the client base and function expand.