Customer Success Lead, WPP Open Pro

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

About WPP Open Pro Open Pro is WPP’s bold new self-serve, direct-to-client AI platform — built to transform how modern marketing works. Designed for marketers who want results without the wait, Open Pro is the world’s most complete AI-powered performance marketing machine. Built on top of WPP Open, it combines AI strategy, content, and activation in one seamless platform. Our mission is to deliver faster, smarter, more effective marketing — and to do it at scale.

Open Pro is a flagship initiative within WPP’s AI transformation strategy. We’re building a new kind of business unit — one that combines enterprise technology with radical simplicity, creative intelligence, and commercial impact.

Why we're hiring:

We are looking for a Customer Success Lead to own client enablement, value delivery, and services revenue growth. This role is responsible for ensuring every client extracts maximum value from Open Pro — turning first-time users into loyal advocates by delivering a world-class experience across onboarding, strategic guidance, and support.

You will build and lead a team dedicated to helping clients succeed, no matter their needs or experience level. This is a hands-on leadership role where you will establish a "let me take care of that" culture, develop innovative service models, and become an invaluable partner to our clients and WPP agencies.

What you'll be doing:

• Leadership & Team Building: Lead and scale the Customer Success function, building an effective and profitable team to deliver an exceptional end-to-end client experience.
• Client Enablement & Adoption: Develop and manage training, onboarding, and support journeys to turn new users into confident adopters. Grow platform usage and campaign output by identifying and removing friction in the customer experience.
• Strategic Guidance: Act as an expert on all aspects of the platform, advising users on how to get the most out of each function to achieve their business goals.
• Commercial Growth: Define and monetise value-add service packages to grow non-platform revenue. Design and manage flexible delivery models, including embedded support and "Do it for me" services.
• Collaboration & Feedback: Work closely with Sales, Product, and Operations to embed client success across the business. Capture and act on client feedback to inform product development and service evolution.
• Performance Tracking: Establish and track key success metrics (e.g., client satisfaction, active users, service revenue) and continuously optimise team performance.

What you'll need:

• Experience in customer success, account management, or performance marketing roles, ideally in a SaaS, marketing technology, or agency context.
• Experience leading cross-functional client service teams with a collaborative, client-first mentality.
• Deep expertise in performance marketing, creative production, and campaign activation.
• Commercial instincts and experience building revenue-generating service models.
• Proven ability to coach and manage high-performing teams.
• Confidence working with senior clients, communicating complex ideas clearly and persuasively.

Desirable:

• Experience working with enterprise marketing teams or platforms at scale.
• Familiarity with WPP or other agency networks.
• Understanding of AI-enabled marketing tools and content automation workflows.

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

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