Customer Success Manager (Amsterdam-based)

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 a polarised 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. An encouraging 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
This is an exciting opportunity to join our rapidly growing digital subscription business based in Amsterdam. As a key member of the Customer Success team, you will be responsible for driving engagement and adoption of FT digital group subscriptions. Acting as a strategic partner, you will support clients across the government, corporate, and media sectors in improving their FT.com investment to meet business outcomes.

Key Responsibilities

• Build and champion professional relationships with key partners.

• Strategically handle a portfolio of accounts, delivering tailored engagement strategies.

• Collaborate with customers to define and track business outcomes across multiple functions.

• Demonstrate product value by aligning FT.com features with client objectives.

• Lead successful customer journeys from trials through onboarding to renewal.

• Partner with Sales to ensure a seamless, unified customer experience.

• Provide expertise on FT content, tools, and delivery solutions.

• Expand and manage partner relationships within client organisations.

• Collaborate with internal teams (product, editorial, customer services) to deliver on client priorities.

• Share insights and best practices regionally to support business goals.

• Recommend improvements to internal processes, systems, and products.

• Report on important metrics including engagement, NPS, and opportunity conversion.

Required Skills and Experience

• Experience in Customer Success or similar customer-facing roles.

• Strong relationship-building and collaboration skills.

• Effective communication and presentation abilities.

• Proficiency in handling multiple projects/accounts simultaneously.

• Data-driven mindset and tech-savvy.

• Strong collaboration and influencing skills.

• Self-motivated and comfortable in a fast-paced environment.

Desirable

• Experience in digital subscription, IT services, or SaaS sectors.

• Proficiency in additional languages (Dutch, French, German, Italian, Spanish).

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 hybrid working model that promotes flexibility, including remote work options. We will support specific flexibility 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
We embrace innovation and appreciate that candidates may use AI tools during their application process. It is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. The use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.