Customer Success Associate Manager, Corporate & Enterprise Subscriptions

About The Information

The Information is the go-to source of in-depth reporting for the most influential leaders in technology and business. Founded in 2013 and headquartered in San Francisco, our original, high-quality journalism has the power to inform the most consequential decisions shaping our future, and we’ve built a community of 700,000 active readers who depend on us to do just that. We have a financially healthy business, plenty of capital, and big ambitions to grow our team and business.

About the role

The Information is seeking a Customer Success Associate Manager to own renewals, retention, and account operations across a portfolio of ~300+ corporate and enterprise customers. This role ensures strong retention, proactive risk management, and seamless onboarding and provisioning, including SSO access and API/MCP feed setup and trials.

This is a mid-level Customer Success role working closely with Customer Success leadership and the Enterprise Sales team.

What you'll do

• Own the renewal process for a portfolio of ~300+ corporate and enterprise accounts.
• Manage renewal timelines, outreach, and execution 90 to 120 days ahead of contract expiration.
• Ensure customers understand renewal terms, pricing, and next steps.
• Monitor usage and engagement to identify churn risk early and take corrective action.
• Escalate at-risk renewals and account issues to Customer Success and Sales.
• Route seat additions and upsell interest surfaced during renewals to Sales.
• Maintain accurate renewal tracking and forecasting in Salesforce.

• Configure SSO access, domain permissions, and seat provisioning for new and renewing accounts.
• Set up and manage API and MCP feed access for customers.
• Run feed trials end-to-end: setup, timelines, and usage monitoring.
• Track trial engagement and hand off conversion-ready trials to Sales.
• Coordinate with Product and Engineering to resolve access and delivery issues.

• Serve as the primary point of contact for day-to-day customer needs on access, usage, billing coordination, and subscriptions.
• Maintain accurate account records in Salesforce, including renewal dates, contacts, and risk indicators.
• Report on renewal progress, retention, and net revenue retention.
• Identify upsell and expansion signals inside and outside the current department or cost center, and hand off qualified opportunities to Sales.
• Support Sales with account context, usage data, and renewal timing to enable successful conversations.

Qualifications

• 3+ years of experience in customer success, account management, or client services (B2B/SaaS preferred).
• Experience managing a high volume of accounts simultaneously.
• Comfort owning renewal conversations, including pricing and terms.
• Working knowledge of SSO/SAML, APIs, or data delivery products; comfortable troubleshooting with technical stakeholders.
• Strong organizational and time-management skills.
• Familiarity with CRM systems (Salesforce preferred).
• Clear communicator with a customer-first, commercially aware mindset.
• Experience in subscription-based businesses preferred.

We offer a comprehensive and competitive benefits package designed to support the well-being of our employees and their families, including:

• Company-paid medical, dental, and vision coverage for employees and their dependents
• Medical coverage that includes fertility care and $0 copays for in-office mental health visits with in-network providers
• Paid parental leave to support and empower new parents
• Generous paid time off (PTO) that increases with tenure
• 401(k) plan with employer matching contributions
• Flexible Spending Accounts (FSAs) for healthcare and dependent care expenses
• Fitness…