About CultureSuite
CultureSuite is a product-led company building the leading digital platform for the arts, culture and entertainment sectors. Our product powers websites and digital experiences for cultural organisations around the world — and we don’t just hand over a login and wish them luck. We design, implement and launch every client’s digital presence within our platform, working closely with them to bring their vision to life.
About the Role
We are looking for a Senior Product Specialist / Account Manager to join our growing team supporting arts and culture organisations across the UK and beyond.
This is an ideal role for someone with a strong background in web agency or digital delivery who is looking to move deeper into product, customer success, and long-term strategic partnerships. You will work closely with cultural organisations, including theatres, museums, festivals, galleries, and arts venues, helping them get the most value from our products and services.
The role combines relationship management, product expertise, consultancy, support leadership, project coordination, and commercial growth. A passion for arts and culture, excellent communication skills, and confidence working directly with clients are all essential.
There is a high chance of travel to both North America, the UK and Europe, including regular onsite meetings, workshops, conferences, and industry events across the UK.
Key Responsibilities
Customer Relationship Management
– Build trusted relationships with a wide range of cultural organisations
– Act as a senior point of contact for customers across onboarding, ongoing support, strategic reviews, and product adoption
– Organise and lead regular client check-ins, roadmap conversations, and planning sessions
– Understand customer goals and proactively identify opportunities to improve their digital ecosystem and workflows
– Coordinate internal teams and resources to ensure customer needs are met effectively
Product Expertise & Support Leadership
– Autonomously manage first-line support for customers, escalating only when necessary
– Handle customer issues independently from start to finish with confidence and accountability
– Write, improve, and maintain support documentation, canned responses, and knowledge base content
– Identify recurring customer questions or challenges and proactively organise solutions such as Q&A sessions, webinars, newsletters, or product guidance
– Act as a strong product advocate internally and externally
Project Delivery & Consultancy
– Manage and coordinate projects independently from discovery through to delivery
– Advise customers on best practices, workflows, integrations, and digital strategy
– Translate customer needs into actionable product or delivery requirements
– Work collaboratively with design, development, and leadership teams to ensure smooth project delivery
– Keep stakeholders informed and aligned throughout projects
Commercial Growth & Upselling
– Identify opportunities for additional services, projects, or product expansion within existing accounts
– Confidently discuss budgets, priorities, timelines, and scope with customers
– Understand how to turn customer challenges or limitations into productive opportunities for new work and long-term value
– Support proposals, renewals, upsells, and strategic account growth
– Represent the business professionally at conferences, webinars, networking events, and industry meetings
Team Contribution & Leadership
– Support and mentor junior and mid-level team members
– Share knowledge, improve processes, and contribute to team development
– Identify operational issues or recurring friction points and suggest practical improvements
– Escalate larger concerns or risks appropriately, alongside proposed solutions
– Contribute to improving the overall customer experience and internal workflows
What We are Looking For
Essential Experience
– 5+ years of experience in account management, digital project management, customer success, product support, or a similar client-facing role
– Experience working within a web agency, digital agency, SaaS business, or product-focused environment
– Strong understanding of websites, digital products, integrations, and online customer journeys
– Proven experience managing customer relationships independently
– Comfortable presenting to customers, leading workshops, and speaking publicly
– Excellent written and verbal communication skills
– Strong organisational and problem-solving skills
– Comfortable balancing support, consultancy, relationship management, and commercial conversations
– Ability to travel frequently across the UK and abroad
Desirable Experience
– Experience working with arts, culture, heritage, museums, theatres, or festivals
– Knowledge of ticketing systems, CRM platforms, or digital marketing technology
– Experience working with product teams or transitioning from agency delivery into product environments
– Experience running webinars, training sessions, or conference presentations
Personal Qualities
– Naturally proactive and solutions-focused
– Calm and confident under pressure
– Commercially aware without being overly sales-driven
– Curious about technology, customer behaviour, and product improvement
– Comfortable working autonomously while collaborating closely with others
– Passionate about arts and culture and motivated by meaningful client partnerships
What Success Looks Like
A successful Senior Product Specialist / Account Manager:
– Operates independently and confidently across customer relationships, support, and project delivery
– Builds long-term trusted partnerships with clients
– Helps customers maximise value from our products and services
– Identifies opportunities for growth while maintaining excellent customer experience
– Supports and elevates other team members
– Brings ideas, improvements, and strategic thinking into the business
– Represents the company confidently within the arts and culture sector
What We Offer
– Flexible and collaborative working environment
– Opportunity to shape product direction and customer experience within a growing company
– UK-based with remote working
– Frequent travel required for client meetings, workshops, conferences, and events
– A laptop at your disposal (which can be used for private use as well)
– Pension Programme: A contributory pension scheme with a 50/50 company-employee contribution
– A comprehensive health insurance package post probation period, which includes health checkups
– In addition, CultureSuite has an arrangement to flexibly schedule all public holidays as days off at other times
– For this vacancy, candidates are sought in the UK. Further primary and secondary employment conditions are therefore subject to local guidelines and regulations (such as vacation days and coverage of certain expenses/benefits).
Why Join CultureSuite?
You will join a team working closely with some of the most exciting arts and culture organisations in the UK and internationally. This role offers the opportunity to combine technology, relationships, consultancy, and culture in a meaningful way while helping organisations create better digital experiences for their audiences.
If you come from an agency background and are looking to move into a more strategic product and partnership-focused role, this is an excellent opportunity to make that transition.
To Apply
Please send (in English) a CV and a cover letter about why you think you might be a great fit at CultureSuite, please keep in mind that this is a senior role, where 5+ years of experience is a non-negotiable requirement for selecting candidates.
You can send in your motivation and CV no later than Sunday, June 28th.