Customer Success Manager

Financial Times; Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading financial news organization is seeking a Customer Success Manager to enhance engagement with digital group subscriptions. This role involves collaborating with B2B customers to ensure effective utilization of FT services, improving customer outcomes, and supporting subscription satisfaction. The ideal candidate has strong customer success experience, communication skills, and a results-oriented mindset. Flexible working and generous benefits are provided.

Benefits

Generous annual leave

Flexible working

Health coverage

401k with company match

Enhanced family leave packages

Qualifications

• Prior experience in Customer Success or equivalent.
• Proven ability to drive customer satisfaction.
• Excellent communication and presentation skills.

Responsibilities

• Drive engagement of digital group subscriptions.
• Implement strategic engagement plans.
• Build relationships with key customer contacts.

Skills

Customer engagement

Communication

Analytical mindset

Results-oriented

Job description

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking.

Our commitment to diversity and inclusion in the workplace:

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

About the role:

The Customer Success Manager will be responsible for driving engagement of FT digital group subscriptions amongst customers in all regions. You will be part of a team who advise our B2B customers on how to make the best use of the FT to meet their business outcomes.

Responsibilities:

• Provide successful, high quality customer journeys for group subscriptions, covering trials, onboarding, engagement, and renewal.
• Work with customers to define and agree encouraged outcomes for how the FT is used within their organisations
• Implement strategic engagement plans and tactics to meet the agreed outcomes.
• Build an in-depth understanding of customer businesses and requirements, and how the FT is delivered and used within these organisations
• Provide technical and product expertise to customers and the sales team on FT content, tools, and delivery solutions.
• Establish and manage relationships with key customer contacts (decision makers, buyers, senior readers)
• Collaborate with other FT teams, e.g. product, customer services and editorial, to deliver against customer priorities.
• Work with regional sales and marketing teams to develop and agree plans for key prospects and accounts to achieve the business goals of the region.
• Make recommendations to improve internal processes/systems

Qualifications:

• Prior experience in Customer Success or equivalent history of growing customer satisfaction, adoption, and retention.
• Proven ability to drive and supervise continuous value of customer subscriptions.
• High focus on results and delivering against goals.
• Familiarity working with clients of all sizes.
• Ability to align product and service features to customer needs/outcomes.
• Excellent communication and presentation skills, both written and verbal
• Analytical mindset and can use data to help prioritise and report progress.
• Demonstrates a high level of initiative and self-motivation.
• Has to be comfortable working in a fast paced, start-up type of environment.

What’s in it for you? Our Benefits:

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), health coverage (medical, dental & vision insurance), 401k and company match, enhanced family leave packages, and Giving Back opportunities.

Further Information:

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated.