Customer Success Associate – B2B Subscription Americas

Job Description

Customer Success Associate | The Economist

The Tone:
This is a full-time role at The Economist, with hybrid office attendance required. The Economist Group is a global media and information-services company that provides trusted analysis and insights to individuals and organizations in over 170 countries. This role is crucial for ensuring that B2B subscription clients derive maximum value from their relationship with The Economist, helping them make sense of a complex world. As a colleague, you’ll be part of a culture that values ideas, encourages ownership, and invests in curious, thoughtful, and adaptable people.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid
• Pay: $65000–$75000 yearly
• Team: Expanding Customer Success team
• Mission: Ensure B2B subscription clients across the Americas receive full value from their Economist subscriptions.

What You’ll Actually Do
• Client Management: Manage a large portfolio of small subscription clients across the Americas, serving as their primary point of contact for day-to-day needs.
• Lifecycle Oversight: Oversee the complete customer lifecycle for clients, from initial onboarding through to renewal and ongoing account management.
• Customer Support: Respond promptly to client queries related to access, account setup, billing, and user management, providing clear guidance.
• Renewal & Retention: Lead the end-to-end renewal process, taking commercial ownership of net retention targets, and proactively executing strategies to secure commercial outcomes.
• Internal Collaboration: Work closely with Sales, Product, and Support teams to share feedback, resolve issues, and suggest improvements for scalable customer success operations.

The Must-Haves
• Background: 1-2 years of experience in customer success, account management, or another client-facing role.
• Experience: Proven ability to manage customer retention, renewals, and lifecycle engagement for a portfolio of accounts, with experience supporting clients across the Americas.
• Skills: Strong communication and relationship management; ability to manage multiple priorities; comfort using data and insights to inform customer engagement and retention strategies; and demonstrated capability to navigate commercial conversations regarding subscription value, pricing, and contract terms.