Customer Success Specialist

Economist-Group-; New York (NY); Hybrid; USD 74,000 - 90,000; Full time

Benefits offered by this job

Pension/401(k)

Health insurance

EAP

Work From Anywhere

Parental leave

Volunteer days

Job summary

The Economist Group is seeking a Customer Success Specialist for its US-based client base. You will manage accounts through the lifecycle, focusing on retention, renewals and engagement, while collaborating with Account Managers on high-value customers.

You will monitor health metrics, lead onboarding and deliver targeted initiatives. This hybrid role includes working across global teams, driving value for clients in a fast-paced environment and contributing to product feedback and client

Qualifications

• 5+ years in customer success, account management, or client-facing role.
• Proven ability to drive retention, renewals and lifecycle engagement.
• Strong communication and relationship skills.

Responsibilities

• Manage a portfolio of client accounts and drive engagement, adoption and satisfaction.
• Own retention strategy and renewal management for lower-tier accounts.
• Collaborate with Account Managers to support high-value and strategic customers.
• Monitor health metrics and customer feedback to strengthen value.
• Be first point of contact for queries and coordinate issue resolution.
• Lead onboarding and user enablement so clients use EIU solutions effectively.
• Deliver webinars, product updates and curated content to key user groups.
• Share customer insights to inform product development.

Skills

Customer success

Account management

Communication

Data driven

Cross-functional

Tools

APIs

Job description

Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight.

Across our three businesses - The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world.

As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact.

Want to discover more about life at The Economist Group? Follow @EconomistCareers on Instagram to discover the people, stories and opportunities that make TEG unique.

We are looking for a Customer Success Specialist 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 US 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, 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 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

• 5+ years' experience in customer success, account management, or a client-facing role.
• 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.
• Experience working with financial services clients is ideal.
• Experience supporting data feeds, APIs or other technical data-delivery products is an advantage
• 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 Europe

The expected base salary for this position is $82,000 plus performance related bonus.

In addition to base salary we offer a competitive benefits package.

#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.