Customer Success Lead

The opportunity

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.

What you’ll be doing

• 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.

• Partner closely with Sales, Product, Operations and Content Innovation to deliver a joined-up client experience.
• Bring the client voice into product development, sharing actionable feedback on adoption challenges, user needs and opportunities to improve the platform.
• Support clients through change management, helping them evolve their processes and ways of working.
• Work with colleagues to identify opportunities to improve delivery, strengthen client capability and make Customer Success more effective.

• Significant experience in Customer Success, client services, account management or performance marketing, ideally within SaaS, marketing technology or an agency environment.
• Experience leading client-facing teams or managing complex client portfolios, with a track record of coaching and developing others.
• Strong, practical knowledge of digital advertising production, creative delivery and campaign activation.
• Confidence working hands-on with marketing technology platforms and demonstrating end-to-end workflows. You’ll be comfortable showcasing Open Pro across Plan, Create and Publish.
• A proven ability to drive product adoption, develop user capability and help clients become more self-sufficient.
• Experience working across different delivery models, including self-serve, blended and managed services, and collaborating with external partners.
• Commercial awareness and the ability to shape service models, scope delivery and communicate value clearly.
• Strong stakeholder management and communication skills, with the credibility to advise senior clients and influence internal teams.
• Experience supporting change management and designing or improving operational processes.
• A proactive, hands-on approach, with a strong sense of ownership and a focus on practical outcomes.

• Experience supporting enterprise marketing teams or platforms at scale.
• Familiarity with WPP or other agency networks.
• An understanding of AI-powered marketing tools and content automation workflows.
• Experience building or scaling a Customer Success or client services function.
• Familiarity with WPP Open, WPP Open Pro or comparable AI-powered marketing platforms.

Who you are: