Customer Success Manager - Subscriptions

At The Insurer, we help the world's leading insurance and reinsurance professionals make better decisions through trusted intelligence, market-leading journalism, and actionable data. As part of Reuters Professional, we combine the authority and reach of one of the world's most respected news and information organisations with the specialist expertise that has made The Insurer a trusted partner to senior decision makers across the global insurance market.

We're looking for a Customer Success Manager to play a pivotal role in ensuring our clients realise maximum value from their subscriptions and build lasting relationships with our brand. Part relationship manager, part strategic advisor, and part data driven problem solver, you'll proactively monitor customer health, uncover opportunities to increase engagement, and ensure clients consistently achieve value from our products and services.

Working closely with Account Managers and the wider commercial team, you'll act as a trusted advisor to clients, combining strong relationship building skills with data driven insight to identify opportunities, address risks proactively, and drive long term engagement and retention. You'll use customer feedback, platform usage data, and market understanding to ensure every client fully benefits from the intelligence and insights we provide.

This is an exciting opportunity to join a growing, market leading business where you'll play a direct role in customer retention, commercial success, and the continued growth of a globally recognised brand. Please note that this is a 1yr Fixed Term Contract.

About the role

• Support strategic customer trials and deliver tailored onboarding programmes that drive adoption and convert prospects into engaged subscribers.
• Build strong relationships with a portfolio of clients, acting as a trusted advisor and ensuring they realise maximum value from their subscription.
• Monitor account health and platform usage, proactively identifying engagement opportunities, risks, and retention actions.
• Partner closely with Account Managers to support renewals, growth opportunities, and high value customer relationships.
• Analyse and interpret usage data, providing actionable insights and client ready reports that demonstrate value and inform commercial conversations.
• Deliver engaging customer training sessions, webinars, and educational content to increase product knowledge and adoption.
• Gather and act on customer feedback, helping to improve the client experience and strengthen long term loyalty.
• Champion the voice of the customer across the business, collaborating with Product, Editorial, and Commercial teams to drive continuous improvement and customer success.

About you

• Demonstrable experience in a customer success, client services, account management support, or customer enablement role - ideally within B2B media, publishing, data, or SaaS.
• A genuine enthusiasm for helping clients get more value from products - you find satisfaction in turning an uncertain user into a confident one.
• Strong communication skills - written and verbal - with the ability to adapt your tone and approach to different audiences, from individual users to senior stakeholders.
• A data informed mindset: you are comfortable working with usage dashboards, interpreting engagement data, and translating numbers into narrative.
• Experience using Salesforce or a similar CRM for logging activities, managing tasks, and tracking client engagement.
• Strong organisational skills and high attention to detail - you manage multiple priorities simultaneously without things slipping.
• Experience delivering training, presentations, or webinars - you are confident presenting to groups and skilled at tailoring content to your audience.
• A proactive, self starting approach - you identify issues before they become problems and bring solutions, not just observations.
• Familiarity with the insurance or financial services industry is an advantage, but not a requirement - what matters more is the ability to learn a specialist market quickly.
• Comfortable working in a collaborative, cross functional environment - you work well with sales, editorial, marketing, and ops teams, even without direct authority.

What's in it for you?

Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office based roles while delivering a seamless experience that is digitally and physically connected.

Flexibility & Work Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year.