Customer Success Manager

Incisive Media, part of the Arc network, is an entrepreneurial and creative, digital-facing organisation on the cutting edge of media. Working in the sustainability and financial services markets, we provide analyst-grade insight, business intelligence, and content to specialist networks of business professionals around the globe.

We are passionate about our people, products and customers and our values are at the heart of our business; they define us, and they are how we conduct ourselves both as a company and as individuals.

Our values are summed up as; integrity, teamwork, innovation, trust, good judgement, passion for our work, curiosity and an entrepreneurial spirit.

Visit our website  for more information about us.

Location:

London, United Kingdom
Type of Employment:
Full-time

Industry: Media / Publishing

Work Pattern:
Hybrid

We are looking for an experienced Customer Success Manager to manage a portfolio of key accounts across our leading financial services brands:
Investment Week, Professional Adviser, Professional Pensions, Investment IQ, Financial Services Forum and Cover.

The Customer Success Team plays a crucial role in the setup, delivery, project management and reporting of campaigns, working hand in hand with our sales team and all other departments across a growing client base in the B2B financial services sector.

This role is responsible for understanding and aligning client objectives, ensuring that all marketing activity is strategically connected to their broader goals and business outcomes. Acting as the central connective layer across a portfolio of initiatives, the successful candidate will unify lead generation, webinars, in-person round tables, digital advertising campaigns, Content creation, and event sponsor ships into a cohesive and results-driven strategy. Working across multiple client projects and brands, this role requires a strong ability to align activity, provide clarity and consistency, and deliver clear demonstrations of ROI and tangible outcomes to stakeholders.

We are a small but fun and very important team, and you will have the chance to develop a great career and make a big impact in an exciting company.

• Manage a portfolio of key clients, acting as the primary point of contact for day-to-day enquiries and ongoing campaign delivery.
• Build and maintain strong client relationships, attending events to develop sponsor relationships and ensure clients are delighted with their investment.
• Lead client meetings and campaign review calls, providing strategic recommendations on future activity and upsell opportunities.
• Manage client campaigns from handover and implementation through to completion and reporting, ensuring consistently high standards of delivery.

• Lead the client onboarding and ongoing management of new products across our brand portfolio, acting as the Customer Success lead on NPD initiatives and ensuring clients are set up for success from launch through to full operationalisation.
• Work closely with the Head of Customer Success and the wider product and proposition team to identify new opportunities and trends that shape our product strategy.
• Set up and manage campaigns for new products, working with relevant internal teams and external suppliers on tracking, landing pages, website CMS, email promotion and digital media.
• Become the internal expert on new product offerings, advising sales and clients on performance, lead delivery, campaign completion timelines and engagement.

• Coordinate multiple projects simultaneously across a mixture of digital products and in-person events, creating and managing timelines to ensure…