Director of Customer Success scaling LumiQ’s audio - first professional education platform. Leading B2B customer retention, expansion, team development, and automated success operations.
About the role
- Junior Client Experience Manager retaining and growing Gateway accounts for Capital Economics, which provides independent macroeconomic and thematic insights. Managing renewals, engagement, upsells, and client relationships through CRM and data analysis.
Responsibilities
- Proactively manage renewal processes and negotiate contract terms
- Build and maintain relationships with users across Gateway accounts
- Monitor client engagement and usage metrics to identify at-risk accounts
- Share relevant content and thought leadership articles to maintain ongoing value perception
- Conduct regular check-ins and strategic reviews with key clients
- Promote webinars, Q&A sessions, and periodic events
- Collaborate with Client Success, Sales, Finance, Product and Economist teams to resolve issues
- Improve Net Promoter Score (NPS)
- Present premium solutions, add-on services, or higher-tier packages aligned with client goals
- Document interactions and updates in the CRM system
Requirements
- 1–3 years in a client-facing role such as account management, client success, or sales support
- Experience in SaaS, financial services, or subscription businesses where renewals and upsells are key
- Understanding of macroeconomics desirable
- Value selling experience useful, ideally using MEDDPIC methodology
- Strong interpersonal and communication skills with ability to build relationships
- Ability to analyse data and generate actionable insights
- Experience using CRM software including Salesforce and Tableau
- Strong problem-solving skills and ability to work independently
- Organised, proactive, and capable of managing multiple accounts simultaneously
- Passion for delivering excellent service and advocating for client needs
- Willingness to submit a CV and cover letter
Benefits
- 19 days annual leave plus your birthday
- Sick package (10 days)
- Life assurance
- Medical insurance
- Health Assured (Employee Assistance Programme)
- Hybrid working
- Flexible working policy
- Training & development
- Additional maternity and paternity policies
- Social committee
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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