Customer Success Manager

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. 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

We are seeking a proactive and strategic Customer Success Manager to join our growing B2B business, based in London. This role is pivotal in driving digital engagement across FT group subscriptions and growing our customer relationships. You will work in close collaboration with sales counterparts to nurture key accounts and help customers realise the full value of an FT subscription.

Key Responsibilities

• Strategically handle a set of B2B accounts with custom engagement strategies aligned to business and customer goals

• Build strong professional relationships with customer stakeholders, developing a deep understanding of their organisational needs

• Define and review expected customer outcomes from FT subscriptions across multiple functions

• Use product knowledge to connect FT features with customer-specific outcomes

• Provide expertise on FT content, tools and delivery platforms

• Guide customers through successful journeys, from pre-sales trials to onboarding and renewal

• Collaborate with internal collaborators (Sales, Product, Support, Editorial) to deliver customer priorities

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

• Stay current with product developments and suggest process or system improvements

• Supervise and report on KPIs such as engagement metrics and Net Promoter Score

Required Skills and Experience

• Experience in customer success, account management, or similar client-facing roles

• Strong relationship-building and communication skills

• Proactive questioning and problem-solving abilities

• Ability to manage multiple priorities and collaborate with sales teams

• Competency in aligning customer needs with product features

• Comfortable using data to inform decisions and track progress

• Strong initiative and ability to thrive in a fast-paced environment

Desirable

• Background in digital subscriptions, SaaS, or IT services

• Familiarity with Salesforce.com

• Additional language skills

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.
Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact talent@ft.com.

 

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