Senior Customer Success Manager

An opportunity to join a rapidly growing business in an exciting industry. The role will be responsible for driving engagement of FT digital group subscriptions amongst customers and prospects. You will help customers maximise the value of their FT.com investment and deliver against their business outcomes. This is a senior role within the team responsible for handling high value accounts, mentoring other Customer Success managers and working with the management team to inform the wider global customer success strategy. India is an emerging market well connected to global finance and trade and has established itself as a major presence in the digital economy. This presents a good opportunity to expand our footprint in India and introduce our digital subscription model to the corporate sector. Main Duties and Responsibilities

In addition to the Customer Success Manager role a Senior CSM will be expected to:

• Handle a number of strategic accounts with high value and/or high growth potential, and likely to require co-ordinating activity across multiple countries and collaborators
• Create and implement engagement plans for these strategic accounts, liaising with the global customer success team to drive wider engagement and adoption
• Develop an in-depth understanding of how the FT is used to achieve business outcomes, backed by a comprehensive knowledge of the FT and its services
• Communicate how customer success can advise clients effective and establish your credibility as a business partner to senior team members in client organisations
• Report on key performance indicators (KPIs) within your accounts and make proactive recommendations on best practice and ways to optimise how we work
• Act as role model for customer success across the business, providing regular updates and insights to managers, and coaching support to other CSMs
• Support future product/service development by identifying and collating customer requirements, then communicating these to relevant product teams
• Drive and lead customer success participation in bringing new products to market, implementing cross-business initiatives and collaborating with other FT teams
• Support the regional managers with feedback and recommendations to guide the planning, account allocation and business processes for the region
• Some international travel will be required to support clients/colleagues in other markets

Personal Specification

Qualifications / Competencies / Skills / Experience

Essential

In addition to the Customer Success Manager role a Senior CSM will need to have:

• Extensive experience in customer success or equivalent client facing role, e.g. account management/sales, and ability to establish credibility with clients
• Consistent track record of providing business advice to clients and helping them achieve their outcomes
• Evidence of building strong relationships with senior collaborators and navigating client organisations effectively
• Sophisticated questioning skills and able to gain commitment from clients at each stage of the customer engagement process
• Shows the leadership and aim to make things happen, and collaborates effectively with other colleagues
• Analytical approach and demonstrates the ability to think and act strategically
• Has previously established himself/herself as a centre of expertise for a particular topic or aspect of customer success

What’s in it for you? Our benefits

Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, and opportunities to give back to the community. Full details of our benefits are available here. We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible. Accessibility

We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help. Further information

At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all. Please note: due to the high volume of applications, this job posting may be temporarily closed from time to time to allow our team to review submissions, and may reopen periodically. #LI-CN1