Customer Success Manager, UKI

About Us
The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.
At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in apolarised world.
In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.
Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.
Build a newsworthy career at the FT.

Our Commitment to Diversity, Equity and Inclusion
We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

The Role
As a Customer Success Manager in our FT Professional team, you’ll play a vital role in helping corporate customers realise the value of their FT.com group subscriptions. Based in London, you’ll be responsible for increasing engagement and strategic adoption of FT services across a portfolio of B2B accounts, with a focus on nurturing high-potential, lower-value clients and supporting expansion through collaborative account planning with Sales.

Key Responsibilities

• Strategically manage a portfolio of accounts to deliver customised engagement strategies aligned to both customer and FT goals

• Build strong stakeholder relationships and understand client organisational objectives

• Define and review desired outcomes for FT usage across client functions

• Apply deep product knowledge to map FT capabilities to specific client outcomes

• Deliver seamless customer journeys from trial through renewal

• Collaborate closely with sales, product, support, and editorial teams to meet customer priorities

• Share insights and best practices across regional Customer Success and Sales teams

• Stay current with FT product developments and contribute ideas for improving internal systems

• Report on KPIs including user engagement and Net Promoter Score (NPS)

Required Skills and Experience

• Experience in a customer-facing role such as Customer Success, Account Management, or Sales

• Demonstrated ability to build and maintain professional relationships

• Strong communication, presentation, and influencing skills

• Analytical thinker comfortable with data and digital platforms

• Self-motivated with a high level of initiative

• Comfortable managing multiple accounts and priorities

• Collaborative and solution-focused mindset

Preferred

• Background in digital subscriptions, SaaS, or IT services

• Experience using Salesforce.com

 

What’s in it for You?
Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.
We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible.

Accessibility
We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.

Further Information
At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.