Customer Success Lead

Overview

As Customer Success Lead at WPP Open Pro, you drive adoption and value for a portfolio of clients, guiding onboarding, training and sustained usage. You’ll blend client management with platform expertise and team development to scale its adoption across agencies and partners. You’ll shape onboarding journeys, align with client goals and enable self-sufficient usage, while working with cross-functional teams to optimize delivery. This role combines hands-on platform work with leadership to scale the Customer Solutions function and improve outcomes for clients and the business.

Pay / Benefits

• culture fostering extraordinary work
• scale and opportunity to influence projects
• challenging and stimulating work
• hybrid work model (#LI-Hybrid)
• equal opportunity employer
• focus on belonging and continuous learning

Responsibilities

• Own adoption and value realization across client portfolios, driving active use of Open Pro
• Identify and remove adoption barriers and coach clients to self-sufficiency
• Design tailored onboarding and adoption journeys; configure environments to client needs
• Provide ongoing coaching and check-ins post go-live to ensure continuous improvement
• Lead and develop the Business Solutions team; set delivery standards and scale practices
• Partner with Sales, Product, Operations and Content Innovation to deliver a joined-up experience
• Support change management and capture feedback to improve platform and processes
• Coordinate delivery models (self-serve, blended, managed) with internal and external partners
• Support certification and capability-building within the partner network
• Define roles, responsibilities and service expectations across teams and partners

Key requirements

• Significant experience in Customer Success, client services, account management or performance marketing
• Experience leading client-facing teams or managing complex client portfolios
• Strong knowledge of digital advertising production, creative delivery and campaign activation
• Hands-on capability with marketing technology platforms and end-to-end workflows
• Proven ability to drive product adoption and client self-sufficiency
• Experience with multiple delivery models (self-serve, blended, managed) and external partnerships
• Commercial awareness to shape service models and articulate value
• Strong stakeholder management and communication, with senior client credibility
• Experience supporting change management and improving operational processes
• Proactive, hands-on approach with ownership and practical outcomes

• collaboration
• stakeholder management
• strong communication
• Open Pro knowledge (Plan, Create, Publish)
• digital advertising production
• campaign activation workflows

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