Customer Success Associate

The Economist Group • New York, NY

2d • Hybrid

About The Position

We are seeking a Customer Success Associate to join our expanding Customer Success team, with a focus on supporting B2B subscription clients across the Americas (LA & NA). This position presents an excellent entry-level opportunity for a highly organised and proactive individual who is eager to develop a career in customer success. The successful candidate will serve as the primary point of contact for a large portfolio of small business clients. The role involves ensuring that clients derive maximum value from their subscriptions to The Economist, with responsibilities spanning onboarding, renewals, and ongoing account management.

Requirements

• 1-2 years’ experience in customer success, account management, or a client-facing role
• Experience working with clients across the Americas.
• Demonstrated ability to navigate commercial conversations regarding subscription value, pricing, and basic contract term
• Demonstrated ability to manage customer retention, renewals, and lifecycle engagement.
• Strong communication and relationship management skills.
• Ability to manage multiple priorities across a portfolio of accounts.
• A collaborative approach, with experience working across commercial and product teams.
• Comfortable using data and insights to inform customer engagement and retention strategies

Responsibilities

• Manage a large portfolio of small subscription clients across the Americas.
• Serve as the main point of contact for day-to-day client needs and relationship management.
• Oversee the full customer lifecycle—from onboarding to renewal.
• Respond promptly to client queries related to access, account setup, billing, and user management.
• Provide clear and helpful guidance to ensure clients get full value from their subscriptions.
• Deliver a high-quality customer experience through proactive communication.
• Lead the end-to-end renewal process, taking commercial ownership of net retention targets and ensuring timely contract completion.
• Monitor account activity and usage to identify at-risk accounts, proactively executing retention strategies to secure commercial outcomes.
• Engage clients to drive continued subscription value and reduce churn.
• Work closely with Sales, Product, and Support teams to share feedback and resolve issues.
• Suggest improvements to internal tools and workflows to support scalable customer success operations.

Benefits

• Highly competitive pension or 401(k) plan
• Private health insurance
• 24/7 access to counselling and wellbeing resources through our Employee Assistance Program
• Work From Anywhere program (up to 25 days per year)
• Generous annual and parental leave
• Dedicated days off for volunteering
• Dedicated days off for moving home
• Free access to all The Economist content, including an online subscription, our range of apps, podcasts and more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed