Customer Success Executive, B2B - EMEA

Customer Success Executive, B2B - EMEA

Department: EMEA Sales

Employment Type: Full Time

Location: London, UK

Description

Oxford Economics (OE), a leading global economic research and consultancy firm, is looking to hire a Customer Success Executive (CSE) to support its B2B clients across the EMEA region.

Working closely with the B2B sales team and the wider Customer Success Team, the CSE will manage the post sale journey for clients; helping customers realise the full value of their relationships with OE and supporting strong retention and renewal outcomes.

The CSE will own key elements of the customer lifecycle, including onboarding, regular training, improving the user experience and supporting the client with any questions. The role will focus on developing strong relationships with stakeholders across the client base, increasing usage of OE's services, identifying renewal risks, and identifying opportunities for growth.

This position is an integral part of OE's growth plans across EMEA and offers an exciting opportunity to join a fast growing company at the forefront of economic research and analysis.

Key Responsibilities

• Drive adoption and engagement across a portfolio of B2B subscription clients in EMEA, with a strong focus on retention and renewal.
• Lead the onboarding and training of new client organisations and users.
• Increase usage and adoption of subscription services across client accounts.
• Build and maintain strong relationships with key users, decision makers, and other relevant stakeholders within client organisations.
• Develop a clear understanding of each client's objectives, use cases, stakeholders, and measures of success.
• Work closely with the Business Development team to identify growth opportunities, renewal risks, and potential cancellations, contributing to effective retention and commercial strategies.
• Proactively monitor client health and engagement, intervening where usage or adoption indicates potential risk.
• Share relevant customer insights and intelligence with the team to support renewals, account growth, and wider commercial opportunities.
• Respond to client enquiries in a timely manner and coordinate with relevant internal stakeholders, including Business Development, Economists, Product, and IT teams, as required.
• Track and analyse client usage to support customer engagement strategies, renewal planning, and internal reporting.
• Work with Finance to support the resolution of payment issues and overdue invoices where required.
• Develop a strong understanding of technical delivery options, including AI Tools, APIs, data feeds, and third party compatible platforms.

Internal Communication and Collaboration

• Report on customer opportunities, challenges, renewal risks, product development requests, and feedback.
• Prepare and maintain regular customer summaries, including usage, engagement, stakeholder activity, and renewal readiness.
• Identify and share insights on client behaviour, usage trends, and engagement patterns.
• Analyse customer data to identify trends and actionable insights across the B2B portfolio.
• Work collaboratively with Business Development to ensure a coordinated approach to customer retention, renewals, and growth.
• Share customer intelligence with Business Development, Product, Marketing, and other relevant teams to support commercial and product decision making.
• Act as the voice of the customer internally, ensuring client needs, feedback, and priorities are clearly understood.

Skills, Knowledge & Expertise

• A proven track record in Customer Success or a related client facing B2B role.
• 2+ years of experience, ideally within a subscription, data, research, SaaS, or professional services environment.
• Highly personable with relationship building skills, and the ability to engage users and decision makers at different levels of an organisation.
• Commercially minded with a clear understanding of managing high levels of retention, working on renewals and improving a customer's relationship with the organization.
• A collaborative team player who can work effectively across commercial, product, technical, and research teams.
• Experience working collaboratively with Business Development or commercial teams is desirable.
• Highly organised, with the ability to manage multiple client accounts, priorities, and projects simultaneously.
• Comfortable using data and customer insights to identify risks, opportunities, and appropriate next steps.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Experience using Salesforce.
• Fluent English; additional European languages are an advantage.
• Confident communicating with clients by phone, video call, and in face to face meetings.

Job Benefits

• Private Healthcare
• Employee Assistance Program
• Enhanced Maternity and Paternity Leave
• Workplace Nursery Scheme
• Cycle to Work Scheme
• Hybrid/Flexible Working
• Team Gatherings and Connection Boost!

Equal Employment Opportunity (EEO)

Oxford Economics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.