Customer Success Specialist at The Economist Group in New York, United States

Job description

• We are looking for a Customer Success Specialist 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 US 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, you will collaborate with Account Management and other internal teams to strengthen customer relationships, monitor account health, and drive adoption of EIU products.
• 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 Europe

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.

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

Skills

Required

• Customer success
• Account management
• Client-facing communication
• Relationship management
• Retention and renewal management
• Lifecycle engagement
• Data and insights usage
• Portfolio management

Benefits

• 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.
• The expected base salary for this position is $82,000 plus performance related bonus.
• In addition to base salary we offer a competitive benefits package.