Customer Success Manager

The job overview for the Customer Success Manager role is to drive engagement of FT digital group subscriptions among customers and prospects. The role is responsible for building professional relationships with customer stakeholders, understanding their organizational goals, and defining expected outcomes for how the FT is used within their organizations. The Customer Success Manager will also provide technical and product expertise to customers, deliver successful customer journeys, and strategically manage key customer relationships. Collaboration with other FT teams and staying up to date with product developments are also important aspects of the role.

• Strategically manage a set of accounts and deliver bespoke action and engagement strategies based on customer and FT business objectives
• Build professional relationships with customer stakeholders and demonstrate an understanding of their organizational goals
• Work with customers to define and agree on expected outcomes for how the FT is used across multiple functions within their organizations. Review with the customer regularly
• Use thorough knowledge of FT.com capabilities to link product features with specific customer outcomes
• Provide technical and product expertise to customers on FT content, tools, and delivery solutions
• Deliver successful, high-quality customer journeys for assigned accounts from pre-sales engagement (trials) through to onboarding, fulfillment, and renewal
• Strategic management of key customer relationships including sourcing new stakeholders and leveraging existing relationships to deliver both customer and FT outcomes
• Work closely with Customer Relationship Managers in the sales team to agree priorities and deliver a single customer experience
• Collaborate with other FT teams, e.g. product, customer support, and editorial, to deliver against customer priorities
• Work with the regional Customer Success, Sales, and Marketing teams to share insights, best practice, and customer insights to achieve the business goals of the region
• Keep up to date with new product developments and make recommendations to improve internal processes, systems, and products
• Report on key performance indicators (KPIs) within your accounts, engagement, and customer loyalty (Net Promoter Score)

• Prior experience in Customer Success or customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach
• Proven ability to build relationships with customers/stakeholders
• Good questioning skills and an enquiring mind
• Comfortable working on multiple accounts/trials with sales team
• Excellent communication and

• Generous annual leave allowances
• Flexible working, including working from home
• Medical cover
• Enhanced maternity and paternity packages
• Subsidized gym memberships
• Giving Back opportunities