Customer Success Manager Subscriptions · London ·

Citywire; 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

We're looking for a Customer Success Manager to take the lead on driving user engagement across Citywire’s subscription products. Working with over 500 asset management accounts, your mission is to ensure our clients unlock maximum value, embed our tools into their daily workflows, and build an airtight foundation for commercial renewals.

You will inherit and scale our active HubSpot engagement programme, pairing automation, web analytics, and AI tools to reach the right users at the right time. Along the way, you will build a community of product champions among our most engaged users and bring their insight back into product development.

What you'll be doing:

• Taking charge of Citywire’s HubSpot sequences and workflows - regularly updating cadence, copywriting, and segmentation to keep communications engaging and relevant.

• Analysing web traffic and platform usage across 500+ subscriber accounts to identify under-engaged users, enrolling them in automated, AI-assisted outreach to lift usage.

• Partnering closely with sales and account management teams ahead of renewal dates, providing usage data and demonstrating clear ROI to protect account retention.

• Rolling out targeted onboarding and engagement journeys across recently paywalled sites and new digital products.

• Hosting interactive client webinars, platform demos, and 1:1 video walkthroughs to onboard users and showcase our expanding data products.

• Identify super-users and nurture them into external product champions, capturing practical feedback to inform product development.

• Reporting on sequence performance, user engagement trends, and direct renewal impact to commercial stakeholders.

• Reviewing and evolving Citywire’s customer success strategy, defining the CSM roadmap to continuously improve user onboarding, product adoption, and long‑term retention.

What we're looking for:

• Proven Experience: Experience in customer success, account management, or lifecycle marketing (experience in B2B subscriptions, SaaS, or financial media is a distinct advantage).

• Strategic Mindset: Confident taking ownership of the customer journey, identifying gaps in adoption, and contributing directly to our customer success roadmap.

• HubSpot Proficiency: Hands‑on experience building and managing HubSpot workflows, automated sequences, and lists (or equivalent CRM/marketing automation platforms).

• Data‑Confident: Skilled at navigating web analytics and usage metrics to extract actionable insights and prioritise outreach.

• Tech & AI Savvy: Comfortable integrating AI tools into your daily workflow to research, write sharper copy, and automate routine tasks.

• Compelling Communicator: Strong written copy skills (you write emails people actually want to open) and confident presentation skills on video calls and webinars.

• Self‑Starter: Highly organised, commercially aware, and able to work independently in a fast‑paced environment.

• Industry Interest: An interest in asset management and financial services (experience with paid LinkedIn campaigns is a plus).

Meet Citywire

We cover - and connect - all sides of the $100 trillion global asset management industry - through our news, events and insights.

At Citywire, we uphold a culture rooted in honesty, integrity, and fairness, where every voice is valued and heard. Our culture promotes constructive dialogue and collaboration on a global scale.

Join the team at the Heart of Wealth.

Our perks:

• Generous holiday entitlement: Start with 25 days per annum, increasing to 28 days after three years' service, and 30 days after five years' service, in addition to bank holidays.

• Flexible working options.

• Annual allowance for well‑being activities or gym memberships, with assistance available for monthly or annual costs.

• Eye‑test and glasses allowance.

• Competitive private pension scheme.

• Critical illness cover and group life assurance from day one of employment.

• Well‑being support: Access to an independent Employee Assistance Programme, available 24/7.

• Cycle to work scheme and annual travel card loans.

• Techscheme: Purchase the latest tech through our employer scheme, spreading the cost over 12 months with National Insurance savings.

• After two years of continuous service, access group income protection, private medical, and dental insurance.

Citywire is an equal opportunities employer.