Customer Success Specialist

The Economist Group • New York, NY

5d • Hybrid

About The Position

The Economist Group is seeking a Customer Success Specialist to join The Economist Intelligence Unit (EIU). This role is focused on supporting the success and retention of US clients, ensuring they derive maximum value from EIU’s solutions and services. The specialist will manage a portfolio of accounts throughout their lifecycle, taking ownership of retention and renewals for lower-tier accounts, and collaborating with Account Managers on high-value accounts. The position reports to the Global Head of Customer Success and involves working with Account Management and other internal teams to enhance customer relationships, monitor account health, and drive product adoption.

Requirements

• 5+ years’ experience in customer success, account management, or a client-facing role.
• 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.

Nice To Haves

• Experience working with financial services clients is ideal.
• Experience supporting data feeds, APIs or other technical data-delivery products is an advantage.

Responsibilities

• Manage a portfolio of client accounts, supporting customer engagement, adoption, and satisfaction.
• Take primary responsibility for retention strategy and renewal management for lower-tier accounts, identifying risks and opportunities to maximise renewal outcomes.
• Partner with Account Managers to support high-value and high-touch accounts, contributing insights on product usage, adoption, and customer sentiment.
• Monitor customer health metrics including usage, engagement, and feedback, identifying opportunities to strengthen client value.
• Act as a first point of contact for customer queries, coordinating issue resolution with internal teams where required.
• Lead onboarding and user enablement, ensuring clients understand how to effectively use EIU solutions.
• Deliver targeted engagement initiatives such as webinars, product updates, and curated content to key user groups.
• Capture and share customer insights and feedback internally to help inform product development and improve the client experience.

Benefits

• Performance related bonus
• 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, apps, and podcasts

What This Job Offers

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