PA Media Group • Paddington W2 1AF
About this role
Role overview
About us
PA Media is the UK’s national news agency, delivering trusted news, information, and content to media, brands, and businesses for
over 150 years.
As a leader in the media and content distribution landscape, we provide innovative solutions that empower our clients to stay
ahead in a rapidly evolving digital world.
Our purpose is simple
We build trust in news, data and content. This sits at the heart of everything we do, from the products we
create to the partnerships we build.
About the role
This is a high-impact role within PA Media’s Commercial function, focused on our most valuable Tier 1 client relationships.
As Customer Success & Key Accounts Director, you will be responsible for driving the strategy, growth, and retention of our
top-tier accounts. You will act as a strategic partner to senior client stakeholders, ensuring we deliver long-term value while
identifying opportunities to expand and deepen relationships.
This role sits at the heart of our ambition to place the customer at the centre of everything we do - moving beyond traditional
account management to a proactive, insight-led partnership approach.
What you’ll be responsible for
Strategic Client Leadership
* Own and develop relationships with PA Media’s most important clients, acting as a trusted advisor at senior level
* Build and execute strategic account plans focused on long-term value and partnership
Retention & Growth
* Drive renewal strategies to secure and maximise core revenue
* Identify and deliver upsell and cross-sell opportunities across PA Media’s portfolio
* Contribute to year-on-year revenue growth from key accounts
Customer Success Excellence
* Embed best practice in customer success management across key accounts
* Proactively manage account health, ensuring high levels of satisfaction and engagement
* Lead on resolving client challenges quickly and effectively
Cross-functional Collaboration
* Work closely with Product, Editorial, and Commercial teams to align solutions with client needs
* Act as the voice of the customer to influence innovation and service development
About you
You are commercially astute and relationship-driven, with a proven track record of managing and growing high-value client
portfolios.
You’ll bring
* Significant experience in Customer Success or Key Account Management at a senior level
* Experience in media, publishing, or information services
* A strong track record of driving retention and revenue growth from strategic clients
* Exceptional relationship-building, negotiation, and influencing skills
* A strategic mindset with the ability to translate client needs into business opportunities
It would be great if you also have
* Exposure to product or innovation-led environments
* Familiarity with CRM platforms such as Salesforce
* Experience working with major UK and Ireland news publishing organisations
What we offer
* Competitive salary and commission
* 5 weeks’ holiday plus public holidays, with the option to buy more
* Company pension (8% overall contribution)
* Life assurance (4x salary)
* Enhanced family leave
* Wellbeing and volunteering days
* On-site gym