Customer Success Manager

Job description

**Who we are** Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight. Across our three businesses -*The Economist, Economist Enterprise and Economist Education* - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world. As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact. Want to discover more about life at The Economist Group? Follow [@EconomistCareers](https://www.instagram.com/economistcareers/) on Instagram to discover the people, stories and opportunities that make TEG unique. We are looking for a **Customer Success Manager** to join The Economist Intelligence Unit (EIU) at a time of continued growth and investment. In this role, you will support the success and retention of our **China client base**, ensuring customers derive value from EIU’s solutions and services. You will manage a portfolio of accounts across the customer lifecycle, taking **ownership of retention strategy and renewals for lower-tier accounts**, while working closely with Account Managers to support engagement and renewal outcomes for **high-value and strategic customers**. Reporting to the Global Head of Customer Success in London, you will collaborate with Account Management and other internal teams to strengthen customer relationships, monitor account health, and drive adoption of EIU products. **Key responsibilities:** - Manage a portfolio of Greater China, including mainland China and Taiwan, 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. **Key skills and experience:** - You have experience in a **customer success, account management, or a client-facing role** - Experience working with **clients across China market**. - 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**. **Why join us?** - Work as part of a global organisation with a strong reputation for **high-quality research and analysis**. - Join a growing customer success team with opportunities for **development and progression**. - Contribute to strengthening client relationships and delivering value to organisations across China. #LI-Hybrid --- **Working Arrangements** The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. **AI usage for your application** We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications. --- **What we offer** Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program. We also offer a range of lifestyle benefits, including our *Work From Anywhere* program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home. You will also be given free access to all *The Economist* content, including an online subscription, our range of apps, podcasts and more.