Customer Success Manager

Who we are

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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.