Customer Success Strategist

RELX International; New York (NY); On-site; USD 80,000 - 110,000; Full time

Job summary

ICIS is seeking a Customer Success professional to manage onboarding, adoption, and value realization for a portfolio of accounts. You will build trusted relationships, run onboarding sessions, and translate customer insights into measurable outcomes across digital platforms.

The role requires proactive discovery, strong communication, and the ability to coordinate with Product, Marketing, Sales, Support, and Editorial teams to ensure customer priorities are addressed. Travel may be required.

Qualifications

• Naturally curious, with the ability to conduct effective discovery conversations that uncover customer goals, workflows, decision making processes, challenges, data requirements, and opportunities to increase engagement and adoption.
• Strong relationship building and communication skills, with the ability to establish credibility and engage effectively with customer and internal stakeholders at all levels.
• Ability to conduct effective discovery conversations and translate customer insights into relevant, value-based engagements.
• Proactive and self-motivated, with the ability to manage a portfolio of accounts, balance competing priorities, and work independently with a high degree of accountability.
• Strong organizational and time management skills, with attention to detail and the ability to manage multiple activities simultaneously.
• Comfortable presenting, facilitating onboarding sessions, delivering training, and engaging customers in both individual and group settings.
• Analytical mindset with the ability to interpret customer engagement data, identify trends, assess risk, and prioritize opportunities for action.
• Strong problem-solving skills and the ability to adapt approach based on customer needs, feedback, and changing business priorities.
• Demonstrated ability to collaborate effectively across Customer Success, Sales, Product, Support, Marketing, and other cross functional teams.
• Excellent verbal and written communication skills, including the ability to communicate complex information clearly and professionally.
• Passionate about delivering an exceptional customer experience and

Responsibilities

• Customer Relationship Management
• Delivery of the Customer Success engagement strategy for an assigned portfolio of customer accounts, including:
• Proactively engage customers throughout their lifecycle to support onboarding, adoption, value realization, and long-term customer satisfaction.
• Develop a strong understanding of customer business objectives, workflows, decision making processes, and challenges through effective discovery and ongoing engagement.
• Build and maintain trusted relationships with users, champions, decision makers, and other key stakeholders within assigned accounts.
• Deliver onboarding sessions, training, and enablement activities that help customers effectively utilize ICIS products and services within their day-to-day workflows.
• Use customer insight and engagement data to identify opportunities to increase adoption, improve engagement, and reduce customer risk.
• Create and maintain stakeholder maps, customer profiles, and engagement plans to support meaningful and value-based interactions.
• Partner closely with Account Managers to support customer retention, renewal readiness, advocacy, and the identification of qualified growth opportunities.
• Collaborate with Product, Editorial, Marketing, Sales, Support, and other internal stakeholders to ensure customer needs, feedback, and priorities are understood and addressed.
• Capture, document, and share customer insights, feedback, success stories, and value statements to support customer outcomes and inform business decisions.
• Maintain accurate records of customer activities, engagement outcomes, risks, opportunities, and follow up actions within Salesforce and other approved systems.
• Contribute to the continuous improvement of Customer Success processes, programs, content, and customer engagement strategies.
• Travel to customer locations, conferences, industry events, and trade shows when required to strengthen customer relationships and represent ICIS.
• Support cross-functional projects and initiatives that contribute to Customer Success objectives and broader business goals.

Skills

Discovery conversations

Relationship building

Communication skills

Independent work

Time management

Job description

ICIS is seeking a Customer Success professional to manage onboarding, adoption, and value realization for a portfolio of accounts. You will build trusted relationships, run onboarding sessions, and translate customer insights into measurable outcomes across digital platforms.

The role requires proactive discovery, strong communication, and the ability to coordinate with Product, Marketing, Sales, Support, and Editorial teams to ensure customer priorities are addressed. Travel may be required.