Customer Success Program Lead

Informa is a leading academic publishing, business intelligence, knowledge, and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis is one of the world’s largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas and opinions to validate and publish the experts, theories and truths that matter. And we’ve been doing this in an unbroken arc since 1798.

Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.

We are seeking a motivated and creative Customer Success Program Lead to join our team, reporting directly to the Head of Customer Success. This role will be pivotal in driving the execution of global enablement and customer success activities for Open Research (OR) B2B agreements. The Program Lead will own the tracking of key metrics, transforming data insights into actionable interventions, reporting on pipeline and agreement success, and leading the rollout of innovative models and tools to ensure the success of OR agreements. This is an exciting opportunity to foster commercial and customer success across global markets and shape the future of Open Research at Taylor & Francis.

Key Responsibilities

• Own and report on key OR agreement program health metrics and drive cross functional actions to develop Taylor & Francis’ transformative agreement (TA) program and the transition to open access publishing 
• Lead on the delivery of key enablement and post sales resources and initiatives to ensure global sales teams have the knowledge and tools needed to retain and grow OR agreement revenue  and maintain a high level of customer satisfaction
• Act as a sounding board and advisor to Account Managers during renewals and negotiations of new agreements and continually evolve ways of demonstrating agreement success to support customer satisfaction and business retention
• Manage and provide leadership to a Senior Manager based in the UK and a Manager based in Japan and coordinate efforts across regions, ensuring consistency in execution while addressing local needs
• Handle escalations and work cross-functionally to remove barriers to commercial success and foster a high level of customer satisfaction
• Orchestrate the rollout of new models and strategic projects to support specific commercial goals and market pain points

Skills

• Exceptional commercial acumen, strategic thinking and problem-solving skills and ability to bring innovation and clarity to complex commercial situations
• Strong communication, interpersonal skills and ability to collaborate across regions and business functions
• Proficiency in data analysis, reporting tools and use of AI technologies to draw insights and inform strategic decision-making
• Ability to rapidly grow expertise in a subject matter and a high level of interest in Open Research & academic publishing
• Curiosity for learning and passion for continuous improvement and change

Experience

• Proven track record of success in a commercial environment within customer success, commercial enablement or related area, ideally working within high-value B2B agreements space
• Experience in consultative selling, multi-year contract negotiation and developing and implementing frameworks, tools and processes in a rapidly evolving commercial environment
• Strong analytical background and experience in developing, tracking and reporting on key metrics to support commercial policy and strategy
• Prior experience managing and leading a team, navigating cross-cultural dynamics and fostering stakeholder collaboration
• Familiarity with Open Research business models and trends in scholarly communications and direct sales experience in publishing are desirable but not essential

Additional Information

* Please note you must have the right to live and work in the UK for this role *

Location: We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at conference – you get the flexibility and support to work from home or remotely.

The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our office in Milton Park to ensure that as a balanced worker they can make it to our office locations to collaborate as required. There is an expectation for a minimum of 3 days per week in-person time.

Please note our Milton Park office will be relocating to Oxford city centre in late 2027 / early 2028, offering an exciting new workplace in the heart of the city.

Closing Date: Applications will close on Friday 29th May 2026.

What we offer in return:

• An excellent work/life balance with a fantastic, flexible working culture
• 25 days annual leave per year plus a day off for your birthday
• 3 additional discretionary days off during the holiday season at the end of the year
• 4 paid volunteering days each year
• Company funded single cover private medical insurance
• Employee assistance programme – offering 24/7 well-being support
• Share Match – Plan that matches every share purchased with two free shares.
• Pension scheme
• Life assurance, plus optical and medical care

Being Yourself at Taylor & Francis

If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit based factor.

If you have a disability, or face another barrier, and would like to request an adjustment to assist your participation in the hiring process and/or in the advertised position, please contact Liz Southwick. Your request will be reviewed and considered in the strictest confidence.

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers

Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F.

https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/

Benefits found in job post