Customer Success Associate

Macrobond; Hong Kong; On-site; HKD 180,000 - 280,000; Full time

Benefits offered by this job

Private medical insurance

Holiday allowance

Macrobond volunteering days

Job summary

Macrobond is a leading provider of global economic and financial data and analytics for investment professionals. The Customer Success Associate plays a key role in onboarding, training coordination, account health monitoring, and renewal preparation within a growing global client portfolio.

Working closely with Account Managers, you will help ensure customers realize value from the Macrobond platform, flag risks and growth opportunities, and support commercial outcomes.

Qualifications

• Experience in a customer success role is required.
• Strong written and verbal communication skills.
• Understanding of macroeconomics, financial data and analytics is desirable.

Responsibilities

• Supports Account Managers on detailed account planning and mapping of future targets within existing accounts.
• Maintain consistent communication with clients about new product releases and updates to maximize product value.
• Onboard clients and coordinate ongoing training to ensure successful adoption of Macrobond.

Skills

Customer success experience

Communication skills

Macroeconomics understanding

Education

Bachelor's degree in economics/finance

Job description

Macrobond is a leading provider of global economic and financial data and technology for investment professionals. Our customers include more than 900 firms spanning the buy-side, sell-side, corporate, government, academic, and consulting sectors.

Our platform combines industry-leading economic and financial data with powerful analytical tools that help professionals make more informed decisions. Supported by a rapidly expanding global team and backed by Francisco Partners, a leading global technology investment firm, Macrobond operates as a truly international company.

Our headquarters are based in London, with key offices in Gothenburg, Malmö, Szczecin, Lisbon, Hong Kong, and New York, serving customers across Europe, the Americas, and Asia-Pacific.

Job Overview

The Customer Success Associate plays a key supporting role in ensuring customer satisfaction, adoption, and retention across our client portfolio. Working closely with Account Managers, this role helps execute day-to-day customer engagement activities, including onboarding, training coordination, account health monitoring, and preparation for renewal and expansion conversations. The Associate ensures customers are realising value from the product, flags potential risks or growth opportunities, and supports the Account Manager in driving commercial outcomes. This role is ideal for someone who thrives in a collaborative, customer-facing environment and is looking to grow into a full CSM or Account Management role over time.

Job Responsibilities:

• Supports Account Managers on detailed account planning and mapping of future targets within existing accounts.
• Maintain consistent communication with clients to ensure they are aware of new product releases and updates and ensuring every client is appropriately equipped to maximize the value of Macrobond
• Curates targeted content distribution to customers (existing customer use cases/stats, best practices for use, roadmap updates)
• User onboarding & ongoing training sessionsto ensure clientsare set up for success and understand how to integrate Macrobondintotheir workflow
• Front line response on any support tickets; manage queue for tickets promoted to product support group
• Supports Account Managers on regular business review with customers about how to get best value from the Macrobond product(s)
• Hands over leads found in business reviews (via created opportunity in Salesforce) to assigned Account Manager
• Handles any termination requests and documentation
• Manage requests of 3rd party data

Required Qualifications and experience:

• Bachelor's degree required preferably in economics, finance or a related field
• Ability to develop thorough understanding of Macrobond’s suite of solutions
• Collaborative team player who thrives in a fast-paced environment and can adapt to meet the evolving needs of our clients and the organization
• An understanding of and passion for macroeconomics, financial data and analytics
• Strong written and verbal communication skills and ability to effectively interact with key stakeholders
• Previous experience in a Customer Success role

What do we offer:

• Private medical insurance, inclusive of dental
• Competitive holiday allowance per annum
• 2 Macrobond days to use per annum for volunteering

Our commitment to Diversity

At Macrobond, diversity, equity, and inclusion are fundamental to our culture and success. We are committed to fostering an environment where all individuals are respected, valued, and empowered to contribute their unique perspectives.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.