Customer Success Manager

Role Overview

The Customer Success Manager will lead the drive of user engagement across Citywire’s subscription products, ensuring clients unlock maximum value and build an airtight foundation for commercial renewals.

What You Will Do

The role involves taking charge of HubSpot sequences and workflows, analysing web traffic and platform usage, partnering with sales and account management teams, and reporting on sequence performance and user engagement trends.

Why It Might Be a Fit

The ideal candidate will have proven experience in customer success, account management, or lifecycle marketing, with a strategic mindset, HubSpot proficiency, and data-confident skills.

Requirements

• Proven Experience: Experience in customer success, account management, or lifecycle marketing (experience in B2B subscriptions, SaaS, or financial media is a distinct advantage)
• Strategic Mindset: Confident taking ownership of the customer journey, identifying gaps in adoption, and contributing directly to our customer success roadmap
• HubSpot Proficiency: Hands-on experience building and managing HubSpot workflows, automated sequences, and lists (or equivalent CRM/marketing automation platforms)
• Data-Confident: Skilled at navigating web analytics and usage metrics to extract actionable insights and prioritise outreach
• Tech & AI Savvy: Comfortable integrating AI tools into your daily workflow to research, write sharper copy, and automate routine tasks
• Compelling Communicator: Strong written copy skills (you write emails people actually want to open) and confident presentation skills on video calls and webinars
• Self-Starter: Highly organised, commercially aware, and able to work independently in a fast-paced environment
• Industry Interest: An interest in asset management and financial services (experience with paid LinkedIn campaigns is a plus)

Benefits

• Generous holiday entitlement
• Flexible working options
• Annual allowance for well-being activities or gym memberships
• Eye-test and glasses allowance
• Competitive private pension scheme
• Critical illness cover and group life assurance
• Well-being support
• Cycle to work scheme and annual travel card loans
• Techscheme: Purchase the latest tech through our employer scheme
• Group income protection, private medical, and dental insurance after two years of continuous service