Customer Success Manager

About Us

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

The role

The role will be responsible for driving engagement of FT digital group subscriptions amongst customers in all regions. You will be part of a team who advise our B2B customers on how to make the best use of the FT to meet their business outcomes.

Please note that the working hours for this role are aligned to UK hours, i.e. 3pm - 12 midnight PST.

Key responsibilities

• Provide successful, high quality customer journeys for group subscriptions, covering trials, onboarding, engagement and renewal

• Work with customers to define and agree expected outcomes for how the FT is used within their organisations

• Implement strategic engagement plans and tactics to meet the agreed outcomes

• Build an in-depth understanding of customer businesses and requirements, and how the FT is delivered and used within these organisations

• Provide technical and product expertise to customers and the sales team on FT content, tools and delivery solutions

• Establish and maintain relationships with key customer contacts (decision makers, buyers, senior readers)

• Collaborate with other FT teams, e.g. product, customer services and editorial, to deliver against customer priorities

• Work with regional sales and marketing teams to develop and agree plans for key prospects and accounts to achieve the business goals of the region

• Make recommendations to improve internal processes/systems

Required skills and experience

• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

• Proven ability to drive and track continuous value of customer subscriptions

• High focus on results and delivering against goals

• Familiarity working with clients of all sizes

• Ability to align product and service features to customer needs/outcomes

• Excellent communication and presentation skills, both written and verbal

• Analytical mind-set and can use data to help prioritise and report progress

• Demonstrates a high level of initiative and self-motivation

• Has to be comfortable working in a fast paced, start-up type of environment

• Good collaboration/influencing skills

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here.

Further Information

The FT are committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help. 

#LI-AV1