Customer Success Manager – Subscriptions

Overview

In this role you will drive value for subscribers by guiding onboarding, adoption, and renewal strategies within a leading professional information platform. You will build trusted client partnerships, leverage usage data to spot opportunities, and collaborate with cross-functional teams to improve the customer experience. You’ll deliver training and actionable insights to demonstrate value, supporting retention and growth across a portfolio of clients. This is a 1-year fixed-term position embedded in a market-leading brand focused on delivering trusted intelligence and data-driven solutions.

Pay / Benefits

• Hybrid work model
• Flex My Way (work-life balance)
• Career development and growth
• Headspace app access
• Retirement savings
• Tuition reimbursement

Responsibilities

• Manage a portfolio of clients, acting as trusted advisor to maximise subscription value
• Support trials and run tailored onboarding programmes to convert prospects into engaged subscribers
• Monitor account health and platform usage to identify engagement opportunities, risks, and retention actions
• Partner with Account Managers to support renewals, growth opportunities, and high-value relationships
• Analyse usage data and provide client-ready reports to inform commercial conversations
• Deliver training sessions, webinars, and educational content to boost product knowledge and adoption
• Gather and act on customer feedback to improve the client experience and loyalty
• Advocate for the voice of the customer across Product, Editorial, and Commercial teams to drive improvement

Key requirements

• Demonstrable experience in customer success, client services, account management support, or customer enablement in B2B environments

• Strong written and verbal communication
• Proactive, self-starting with problem-solving mindset
• Collaborative and able to work cross-functionally
• Customer-centric mindset with ability to tailor messaging to audiences
• Experience using Salesforce or similar CRM
• Ability to interpret usage dashboards and translate data into narrative

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