Customer Success Specialist

About the role

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 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.

We are looking for a Customer Success Specialist to join The Economist Intelligence Unit (EIU) to 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.

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.

Requirements

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

Skills

• 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.
• Collaborative approach, with experience working across commercial and product teams.
• Comfortable using data and insights to inform customer engagement and retention strategies.

Benefits

• Highly competitive pension or 401(k) plan.
• Private health insurance.
• 24/7 access to counselling and wellbeing resources through the Employee Assistance Program.
• Work From Anywhere program – work from any location where you have the legal right to do so for up to 25 days per year.
• Generous annual and parental leave.
• Dedicated days off for volunteering and for moving home.
• Free access to all The Economist content, including online subscription, apps, podcasts and more.

Pay

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

Schedule

The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required.