Customer Success Manager - AI-Driven Engagement & Renewals

Citywire GmbH; Greater London; Hybrid; GBP 50,000 - 85,000; Full time

Benefits offered by this job

Generous holiday entitlement: 25–30+

Flexible working options

Well-being allowance

Eye-test and glasses allowance

Private pension scheme

Group life assurance

Employee Assistance Programme

Cycle to work scheme

Techscheme

Additional health and dental insurance

Job summary

Citywire is seeking a Customer Success Manager to drive user engagement across subscription products for 500+ asset management accounts. You will scale HubSpot workflows, leverage analytics and AI tools, and build a champion community to feed product development.

The role emphasizes renewal protection, onboarding, and ongoing adoption across paywalled sites and new digital products. Strong communication and cross‑functional collaboration are essential.

Qualifications

• Experience in customer success, account management, or lifecycle marketing (SaaS, B2B subscriptions, or financial media is a plus).
• Ability to own the customer journey and contribute to the success roadmap.
• Hands-on experience with CRM/marketing automation platforms (HubSpot preferred).
• Proficient in navigating web analytics to derive actionable insights.

Responsibilities

• Take ownership of HubSpot sequences and workflows; update cadence, copy, and segmentation.
• Analyze web traffic and usage across 500+ subscriber accounts to identify under-engaged users and drive automated outreach.
• Partner with sales and account management ahead of renewals; present ROI data to support retention.
• Roll out onboarding and engagement journeys across paywalled sites and new products.
• Host webinars, demos, and 1:1 walkthroughs to onboard users and showcase data products.
• Identify super-users and turn them into external product champions for feedback.
• Report on sequence performance, engagement trends, and renewal impact to stakeholders.
• Define and evolve the customer success strategy and roadmap for onboarding, adoption, and retention.

Skills

HubSpot workflows

Data analytics

AI tooling

Clear communication

Self-starter

Remote collaboration

Strategic thinking

Tools

HubSpot

Job description

Citywire is seeking a Customer Success Manager to drive user engagement across subscription products for 500+ asset management accounts. You will scale HubSpot workflows, leverage analytics and AI tools, and build a champion community to feed product development.

The role emphasizes renewal protection, onboarding, and ongoing adoption across paywalled sites and new digital products. Strong communication and cross‑functional collaboration are essential.