We are seeking a talented and customer-focused professional to join a highly successful Customer Success Department. This is a fantastic opportunity to join a high-growth B2B intelligence and data business in a red-hot sector, play a major role in its next stage of growth while helping shape the future of the department.

In six months, success in this role would be high customer retention, relationships built with senior stakeholders at top customers, at least one identified champion at each customer, a strong partnership with the sales team, all meeting and feedback notes logged on the CRM system, and at least 60 customer meetings (online and in person) per quarter. The role offers excellent performance-related bonuses, international travel opportunities, and the chance to work in a tight-knit and fun environment.

Key Responsibilities

Responsible for all post-sale activities as part of the customer journey, including onboarding, training, driving adoption, customer meetings, collecting feedback, technical support and inbound queries via email, phone and chat
Building meaningful relationships with customers at all levels; C-level to analysts, act as the representative for the business in face-to-face and online meetings
Ensure customers derive maximum value from their subscriptions, utilize all of their licenses, and collaborate with internal stakeholders (Editorial, Sales, Marketing, Product) to ensure adoption
Monitor customer usage data and health indicators, translating them into strategies for risk mitigation and upsell opportunities
Develop an understanding of customer verticals, their business models and key stakeholder personas
Become the “voice of the customer”, working with Product, Editorial and Research teams to build new features, add content and data and refine the product roadmap

Required Experience and Skills

Minimum of two to three years’ experience working in Customer Success, Customer Service, or other customer-facing roles
Can demonstrate the ability to build rapport with key stakeholders
Understanding of the B2B subscription-based sales model
Excellent presentation, verbal, and writing skills
Super organized, proactive and a quick learner
Collaborative mindset, not afraid to help where needed

Why Join

Be part of a high-growth intelligence business: Opportunity to help shape the future of a rapidly-scaling subscription and data portfolio, influencing business-wide strategic direction
Flexible Working: Hybrid model: 3 days in our Central London office (Tues–Thurs), 2 days remote
Time Off & Wellbeing: 25 days annual leave + your birthday off, competitive pension scheme, Employee Assistance Programme with 24/7 confidential support, perks platform with discounts and rewards, paid personal and group volunteering. Annual charitable donations from company profits
Culture & Environment: A bright, spacious office with breakout spaces, a library, and social areas including pool, darts, and table tennis. We offer a collaborative, values-led culture built around Real People, Real Relationships, Real Intelligence, and Real Impact
Vibrant Location: Just minutes from London Bridge Station

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Customer Success Manager