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About the Role

This customer-facing role involves owning a portfolio of subscription product accounts, driving retention, engagement, user growth, and long-term customer value. You will combine relationship management, commercial awareness, and customer success expertise to help customers achieve their objectives while supporting business goals.

Responsibilities

• Own and proactively manage a portfolio of Mid Touch customer accounts, creating tailored success plans and customer journeys that support retention, adoption and active user growth.
• Lead proactive onboarding within agreed timelines, adapting delivery to each customer’s workflow, priorities and business objectives.
• Build, strengthen and maintain strategic relationships with key users, decision-makers and commercial stakeholders across customer organisations.
• Analyse customer health across usage, engagement, sentiment and commercial indicators to identify risks, opportunities and clear calls to action.
• Design and deliver tailored engagement initiatives aligned to each customer’s goals, strategy, buying cycle and stage in the customer journey.
• Conduct high-quality business reviews to measure progress against agreed success outcomes and recommend next steps.
• Partner with Sales on commercial discussions, including renewal support, solution recommendations and identification of growth opportunities such as cross-sell, upsell and CSQLs.
• Act as the voice of the customer by sharing feedback, trends and customer intelligence with Product, Content, Support and other relevant teams.
• Maintain excellent documentation and process discipline within the Customer Success platform, ensuring records are accurate, useful and action-oriented.
• Support knowledge sharing across the team, contribute to continuous improvement initiatives and act as a role model through high standards, empathy, maturity and accountability.

Requirements

• 3 – 5 years’ experience in a Customer Success client-facing B2B role.
• Hands on experience working with a dedicated Customer Success platform accurately and proactively to manage workflows, maintain data quality and deliver against KPIs.
• Outstanding relationship-building skills, with the ability to engage and influence stakeholders at all levels.
• Advanced communication skills, with the ability to deliver training, onboarding, reviews and recommendations clearly and confidently to different audiences.
• Strong customer success expertise, including success planning, onboarding, customer health, retention strategy and advocacy development.
• Advanced analytical and critical thinking skills, with confidence using customer data and success metrics such as health scores, churn, NPS, CSAT, GRR and NRR to inform decisions.
• Strong coordination, planning and organisational skills, with the ability to lead complex work across multiple stakeholders and priorities.
• Commercial awareness and the ability to work effectively with Sales to support customer value conversations and package recommendations.
• Advanced product, customer journey and customer experience understanding, ideally within a subscription, information, SaaS or professional services environment.
• A collaborative, empathetic and growth-oriented approach, with the confidence to support colleagues, share knowledge and help lead positive change.

Skills

• Customer Success platform management
• Relationship building
• Stakeholder engagement
• Communication
• Training delivery
• Onboarding delivery
• Review delivery
• Recommendation delivery
• Customer success expertise
• Success planning
• Customer health analysis
• Retention strategy
• Advocacy development
• Analytical skills
• Critical thinking
• Customer data analysis
• Success metrics analysis (health scores, churn, NPS, CSAT, GRR, NRR)
• Coordination
• Planning
• Organisational skills
• Commercial awareness
• Sales collaboration
• Product understanding
• Customer journey understanding
• Customer experience understanding
• Subscription environment experience
• Information services environment experience
• SaaS environment experience
• Professional services environment experience
• Collaboration
• Empathy
• Growth orientation

Location

• London

Work Type

• Full Time

Experience Level

• Senior
• 3 – 5 years’ experience

Benefits

• Eye care
• Employee Assistance Programme
• A day off for your birthday
• Pension (4% employer contribution and 4% employee contribution)
• Life assurance
• Cycle to work scheme
• Season ticket loan
• £350 annual wellbeing allowance
• Puregym access
• Perks at work platform access
• Private healthcare
• Company socials
• Access to Employee Affinity Networks
• Mentoring scheme
• Volunteering Day
• Mortgage Advice
• Work from anywhere (2 weeks)
• Generous parental leave

About the Company

• Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity.
• Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows.
• Our events bring the market together to share perspective and deepen understanding of the issues shaping each sector.
• Centellic is a global intelligence and information services business, setting the standard for how critical business decisions are made.
• At Centellic, we help our clients make better decisions, and our people are at the heart of that work.
• Every individual plays an important role in this, bringing curiosity and high standards to everything they do.
• Those who thrive here take ownership, care deeply about their work and are committed to excellence.
• Centellic’s advantage is our people and the culture we’ve created together.
• It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together.
• Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.

Equal Opportunity

• We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.
• We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do.
• We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process.
• If you do require any reasonable adjustments to be made, please let us know as part of our application page.