Customer Success Specialist

RELX•New York, NY

13d•Onsite

About The Position

ICIS is seeking a Customer Success Specialist to help customers maximize the value of ICIS products and services and achieve their business goals. The Customer Success Team supports customers throughout their journeys across digital platforms, helping them access information, make decisions, and build long-term relationships with ICIS. The specialist will deliver the Customer Success engagement strategy for an assigned portfolio of accounts. This includes supporting onboarding, adoption, value realization, and customer satisfaction; understanding customer objectives and workflows; building stakeholder relationships; and delivering training and enablement. The role uses customer insight and engagement data to improve adoption and engagement, identify risks and opportunities, and support retention and renewal readiness in partnership with Account Managers. The specialist will collaborate with internal teams, document customer feedback and outcomes in Salesforce or other approved systems, contribute to improvements in Customer Success processes, and travel to customer locations and industry events when required. The position is based in New York, NY, and reports to the Head of Customer Success and Support.

Requirements

Bachelor's degree required.
3 to 5 years of client-facing experience in Customer Success, Account Management, Customer Enablement, Consulting, Market Intelligence, Data Services, or a related field.
Fluency in English and at least one additional language.
Experience using Microsoft Office applications, including Outlook, Excel, PowerPoint, and Teams.
Strong relationship-building, communication, organizational, time-management, analytical, problem-solving, and collaboration skills.
Ability to manage a portfolio of accounts, balance competing priorities, and work independently with accountability.
Ability to conduct effective customer discovery, translate insights into value-based engagements, and communicate complex information clearly.
Comfort presenting, facilitating onboarding sessions, and delivering training in individual and group settings.

Nice To Haves

Experience working with Salesforce or a similar CRM platform.
Experience managing customer relationships in a B2B environment.
Additional language proficiency in Spanish, Portuguese, French, German, Italian, Polish, Czech, Ukrainian, Mandarin, Japanese, Korean, or another language relevant to ICIS's global customer base.

Responsibilities

Deliver the Customer Success engagement strategy for an assigned portfolio of customer accounts.
Proactively engage customers throughout their lifecycle to support onboarding, adoption, value realization, and long-term satisfaction.
Understand customer business objectives, workflows, decision-making processes, and challenges through discovery and ongoing engagement.
Build and maintain trusted relationships with users, champions, decision makers, and other account stakeholders.
Deliver onboarding sessions, training, and enablement activities to help customers use ICIS products and services in their workflows.
Use customer insight and engagement data to identify opportunities to increase adoption, improve engagement, and reduce customer risk.
Create and maintain stakeholder maps, customer profiles, and engagement plans.
Partner with Account Managers to support retention, renewal readiness, advocacy, and qualified growth opportunities.
Collaborate with Product, Editorial, Marketing, Sales, Support, and other internal stakeholders to address customer needs and priorities.
Capture, document, and share customer insights, feedback, success stories, and value statements.
Maintain accurate records of customer activities, engagement outcomes, risks, opportunities, and follow-up actions in Salesforce and other approved systems.
Contribute to continuous improvement of Customer Success processes, programs, content, and engagement strategies.
Travel to customer locations, conferences, industry events, and trade shows when required.
Support cross-functional projects and initiatives that contribute to Customer Success objectives and broader business goals.