Customer Success Manager – Subscriptions

Role Overview

The Customer Success Manager will play a pivotal role in ensuring clients realise maximum value from their subscriptions and build lasting relationships with our brand. Part relationship manager, part strategic advisor, and part data-driven problem solver, you’ll proactively monitor customer health, uncover opportunities to increase engagement, and ensure clients consistently achieve value from our products and services.

What You Will Do

You’ll use customer feedback, platform usage data, and market understanding to ensure every client fully benefits from the intelligence and insights we provide. This includes delivering tailored onboarding programmes, building strong relationships with clients, and monitoring account health to proactively identify engagement opportunities, risks, and retention actions.

Why It Might Be a Fit

This is an exciting opportunity to join a growing, market-leading business where you’ll play a direct role in customer retention, commercial success, and the continued growth of a globally recognised brand.

Requirements

• Demonstrable experience in a customer success, client services, account management support, or customer enablement role — ideally within B2B media, publishing, data, or SaaS
• A genuine enthusiasm for helping clients get more value from products — you find satisfaction in turning an uncertain user into a confident one
• Strong communication skills — written and verbal — with the ability to adapt your tone and approach to different audiences, from individual users to senior stakeholders
• A data-informed mindset: you are comfortable working with usage dashboards, interpreting engagement data, and translating numbers into narrative
• Experience using Salesforce or a similar CRM for logging activities, managing tasks, and tracking client engagement
• Strong organisational skills and high attention to detail — you manage multiple priorities simultaneously without things slipping
• Experience delivering training, presentations, or webinars — you are confident presenting to groups and skilled at tailoring content to your audience
• A proactive, self-starting approach — you identify issues before they become problems and bring solutions, not just observations
• Familiarity with the insurance or financial services industry is an advantage, but not a requirement — what matters more is the ability to learn a specialist market quickly

Benefits

• Flexible hybrid work model
• Flexibility & work-life balance
• Career development and growth
• Industry competitive benefits
• Comprehensive benefit plans
• Flexible vacation
• Two company-wide Mental Health Days off
• Access to the Headspace app
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing
• Paid volunteer days off annually
• Opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives

Tagged as: Data Analysis, Salesforce