Customer Success Executive, Industrials - EMEA
HybridLondon, England, United Kingdom
Job Summary
Drive adoption and engagement across a portfolio of B2B subscription clients in the Industrials sector across EMEA, focusing on retention and renewal. Lead onboarding and training for new client organizations while building strong relationships with key users and decision-makers. Increase usage of Oxford Economics' subscription services by proactively monitoring client health and intervening on potential risks. Develop a clear understanding of each client's objectives and sector-specific priorities to support commercial and strategic decision-making. Work closely with Business Development to identify growth opportunities, renewal risks, and cancellations, contributing to effective retention strategies. Respond to client enquiries timely, coordinate with internal stakeholders including Economists and Product teams, and track usage to support renewal planning. Prepare regular customer summaries and share insights on usage trends to support wider commercial opportunities.
Required Qualifications
- A proven track record in Customer Success or a related client-facing B2B role
- 2+ years of experience, ideally within a subscription, data, research, SaaS, or professional services environment
- Highly personable with relationship-building skills, and the ability to engage users and decision-makers at different levels of an organisation
- Commercially minded with a clear understanding of managing high levels of retention, working on renewals and improving a customer's relationship with the organization
- A collaborative team player who can work effectively across commercial, product, technical, and research teams
- Highly organised, with the ability to manage multiple client accounts, priorities, and projects simultaneously
- Comfortable using data and customer insights to identify risks, opportunities, and appropriate next steps
- Proficiency in Microsoft Word, Excel, and PowerPoint
- Experience using Salesforce
- Fluent English
Desired Qualifications
- Experience working collaboratively with Business Development or commercial teams
- Additional European languages
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.